# Customer health and insights

> Source: https://support.usebluehill.com/customers-customer-health-and-insights  |  Updated: 2026-10-26T21:09:20Z

## The health score

Every customer has a health score from 0 to 100. It appears in the **Health** column of the Customers page and on the customer's **Insights** tab.

| Level | Score |
|---|---|
| **Excellent** | 85 and above |
| **Healthy** | 70 to 84 |
| **Good** | 55 to 69 |
| **Fair** | 40 to 54 |
| **Needs Attention** | 25 to 39 |
| **At Risk** | 10 to 24 |
| **Critical** | below 10 |

The levels are fixed; there is nothing to configure. The **Health** filter and the **Needs attention** view on the Customers page use the same bands. A record whose score has not been calculated yet shows **--**.

## How the score is worked out

The score combines two things:

- **Engagement**: how recently and how often your team has logged activity with the customer (notes, calls, meetings, logged email). A customer nobody has spoken to in weeks drifts down.
- **Projects**: how the customer's boards are going: progress, overdue tasks and stalled work.

Projects carry most of the weight for an established customer with boards. A customer with no boards is scored mainly on engagement, and a brand-new account is given some leeway while onboarding gets going. **Support** activity is shown in the breakdown but does not change the score.

The practical reading: a low score means either nobody has talked to the customer lately, or its onboarding has stalled, or both. Logging a call or clearing overdue tasks moves it.

## Read the health card

Hover the **Health** cell on the Customers page, or open the **Customer Health** card on the Insights tab, to see:

- The level and the score **/100**.
- The trend: **Improving**, **Stable** or **Declining**, with the change over the last 7 days.
- A **Health Breakdown** with bars for **Engagement**, **Project Health** and **Support**.
- On the Insights tab, a **Health Score Trend** chart and **Last calculated**. The refresh icon recalculates now; **Log Activity** jumps straight to logging something.

<img src="https://api.usebluehill.com/wiki/media/public/org_5a6906d4877a411f83f525d10e20355c/b357982077929c4bd007c1233c706598.png" alt="The Customer Health card" width="480" height="290" />

When a customer drops to a low level, the card shows **Attention Needed**. Click **Acknowledge** once you have looked into it, so the alert stops appearing for the team.

## The Insights tab

<img src="https://api.usebluehill.com/wiki/media/public/org_5a6906d4877a411f83f525d10e20355c/768a38d6687052abbc2a123ee1c094e6.png" alt="The Insights tab" width="1440" height="900" />

Open a customer and choose **Insights**. The **Customer Health** card sits on the left, **Project Status History** on the right, and the **Activity** heatmap below them.

**Stalled Projects** appears at the top only when one of the customer's boards needs attention. Each alert is graded **Needs Attention**, **Stalled** or **Critical** and shows how many days the board has been inactive, how many tasks are overdue or blocked, and its progress. Below the numbers is a short summary with **Suggested next steps**. **Acknowledge** marks that you have seen it; the **×** resolves it.

**Customer Health** is the card described above. Opening the Insights tab calculates the score if it has not been calculated yet.

**Activity** is a heatmap of the last 6 months: one square per day, darker for days with more logged activity. Hover a square for the count.

**Project Status History** lists each of the customer's boards with **x of y tasks completed** and its progress, under a summary of **Projects**, **Completed** and **Avg Progress**. Expand a board to see its **Progress Timeline** from start to completion and its **Recent Activity**.

## The Projects column

The **Projects** column on the Customers page is the same information in one cell: the number of boards and their average progress, with a dot that is green when progress is high and grey when nothing has started. Hover it for each board's **x/y tasks** and the counts of **Completed**, **In Progress** and **Not Started** boards. A board counts as completed when every task is done.

## Put insights to work

- Open the **Needs attention** view every morning to see the customers whose score fell, worst first.
- Combine the **Projects** filter (**Has Active Projects**) with **Follow-ups** (**No follow-ups**) to find onboarding customers nobody has scheduled time with.
- Sort by **Health** to plan check-in calls, and log each call so the engagement part of the score recovers.

Next: [Plans, payment methods and billing](./customers-billing-plans-and-payments).