Agent skill
customer-health-scorecard
Install this agent skill to your Project
npx add-skill https://github.com/majiayu000/claude-skill-registry/tree/main/skills/data/customer-health-scorecard
SKILL.md
Document Intelligence
This skill supports three modes: Create, Update, and Find.
Mode Detection
| Signal | Mode | Confidence |
|---|---|---|
| "update", "revise", "refresh" in input | UPDATE | 100% |
File path provided (@path/to/scorecard.md) |
UPDATE | 100% |
| "create", "new", "draft" in input | CREATE | 100% |
| "find", "search", "list scorecards" | FIND | 100% |
| "the scorecard", "[Customer] health" | UPDATE | 85% |
| Just customer name/segment | CREATE | 60% |
Threshold: ≥85% auto-proceed | 70-84% state assumption | <70% ask user
Mode Behaviors
CREATE: Generate complete new health scorecard using template below.
UPDATE:
- Read existing scorecard (search if path not provided)
- Preserve structure, update metrics with new data
- Add new month to Historical Trend
- Recalculate health scores
- Show diff summary: "Updated scores. Previous: X/100 → Current: Y/100."
FIND:
- Search paths below for health scorecards
- Present results: customer, current score, last updated
- Ask: "Update one of these, or create new?"
Search Locations for Health Scorecards
customers/health/customer-success/accounts/
Create a Customer Health Scorecard for the specified customer or segment.
V2V Phase
Phase 5: Business & Customer Outcomes - This skill tracks customer health indicators.
Output Structure
1. Overall Health Score
Score: X/100 [🟢 Healthy / 🟡 At Risk / 🔴 Critical]
| Component | Weight | Score | Weighted Score |
|---|---|---|---|
| Engagement | X% | X/100 | X |
| Adoption | X% | X/100 | X |
| Support | X% | X/100 | X |
| Relationship | X% | X/100 | X |
| Total | 100% | X/100 |
2. Engagement Metrics
| Metric | Current | Target | Trend | Score |
|---|---|---|---|---|
| DAU/MAU | X% | X% | ↑/↓/→ | X/100 |
| Session frequency | X/week | X/week | ↑/↓/→ | X/100 |
| Session duration | X min | X min | ↑/↓/→ | X/100 |
| Feature usage breadth | X% | X% | ↑/↓/→ | X/100 |
3. Adoption Metrics
| Metric | Current | Target | Trend | Score |
|---|---|---|---|---|
| Activated users | X% | X% | ↑/↓/→ | X/100 |
| Use cases live | X/X | X/X | ↑/↓/→ | X/100 |
| Integration depth | X | X | ↑/↓/→ | X/100 |
| Admin engagement | X | X | ↑/↓/→ | X/100 |
4. Support Metrics
| Metric | Current | Target | Trend | Score |
|---|---|---|---|---|
| Ticket volume | X/month | X/month | ↑/↓/→ | X/100 |
| Resolution time | X hours | X hours | ↑/↓/→ | X/100 |
| Escalations | X | X | ↑/↓/→ | X/100 |
| Satisfaction (CSAT) | X% | X% | ↑/↓/→ | X/100 |
5. Relationship Metrics
| Metric | Current | Trend | Score |
|---|---|---|---|
| Executive sponsor engaged | Yes/No | - | X/100 |
| Champion identified | Yes/No | - | X/100 |
| QBR participation | X% | ↑/↓/→ | X/100 |
| NPS score | X | ↑/↓/→ | X/100 |
6. Expansion Signals
| Signal | Status | Implication |
|---|---|---|
| Approaching usage limits | 🟢/🟡/🔴 | [Opportunity/Risk] |
| New use case interest | 🟢/🟡/🔴 | [Opportunity/Risk] |
| Team growth | 🟢/🟡/🔴 | [Opportunity/Risk] |
| Contract renewal approaching | 🟢/🟡/🔴 | [Opportunity/Risk] |
7. Churn Risk Indicators
| Indicator | Status | Impact | Action |
|---|---|---|---|
| Usage decline | 🟢/🟡/🔴 | High/Med/Low | [Action] |
| Champion departure | 🟢/🟡/🔴 | High/Med/Low | [Action] |
| Support escalations | 🟢/🟡/🔴 | High/Med/Low | [Action] |
| Competitive evaluation | 🟢/🟡/🔴 | High/Med/Low | [Action] |
8. Action Recommendations
Immediate (This Week):
| Action | Owner | Due Date |
|---|---|---|
| [Action] | [Owner] | [Date] |
This Month:
| Action | Owner | Due Date |
|---|---|---|
| [Action] | [Owner] | [Date] |
9. Historical Trend
| Month | Health Score | Key Events |
|---|---|---|
| [Month -3] | X/100 | [Events] |
| [Month -2] | X/100 | [Events] |
| [Month -1] | X/100 | [Events] |
| Current | X/100 | [Events] |
Instructions
- Ask about specific customer if not specified
- Reference any customer data provided via @file syntax
- Include both leading and lagging indicators
- Provide specific, actionable recommendations
- Save as markdown file
- Offer to create presentation version using /present
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