GASP
Customer Success Health Metrics Leading

At-Risk Customer Rate

At-Risk Customer Rate: The percentage of customers flagged as at-risk.

Formula

At-Risk Rate = Customers with health score < 40 / Total scored customers × 100

Benchmarks

  • Below 5%: Healthy portfolio
  • 5-10%: Normal, requires attention
  • 10-20%: Elevated risk
  • Above 20%: Portfolio in trouble
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GASP Standard v1 · Last updated

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