Client Health Score

Why a client health score matters

A coach with 20 active clients cannot hold every weak signal in memory. A simple score can show where several small changes have appeared together. Its job is to prompt a useful check-in before silence becomes churn.

Build the score from coaching engagement metrics, then interpret it beside client progress tracking. A client can be highly engaged while an outcome remains difficult. Another can attend every session while avoiding the agreed work. One number cannot explain both cases.

How do you calculate a client health score?

One illustrative formula is: health score = attendance x 25% + preparation x 20% + action follow-through x 25% + recent client check-in x 15% + progress evidence x 15%. Convert each input to a 0 to 100 scale, publish the weights internally and review the formula when the practice model changes. The European Commission's Joint Research Centre makes the same point about composite indicators in general: its guidance on weighting describes weights as value judgements that can change the result and says weighting models should be explicit and transparent.

A score of 71 should trigger context, not an automatic message. The coach may discover that preparation dropped because the client was delivering a major launch, while the milestone remains on track. MentPass can bring engagement signals and business evidence together so the review starts with the record rather than an opaque label.

Common client health score mistakes

• Hiding the formula or changing weights without recording the change.
• Treating portal logins as a universal measure of value.
• Using thresholds to automate sensitive client conversations.
• Training a score on too little or unrepresentative practice data.
• Ignoring a client's context because the total appears healthy.