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🏥Client Health Scorecard

Score client relationships across 7 dimensions to identify at-risk accounts, strengthen partnerships, and drive retention.

by Peopsy

Preview: Client Health Scorecard

Client Health Scorecard

Assessment period: [Month Year] · Completed by: [Account Manager]

💡

Complete this scorecard monthly for every active client. A weighted score below 3.0 triggers a mandatory recovery plan. Share results with leadership in the monthly client review meeting.

Client Information

Field	Details
Client Name	[Company Name]
Account Manager	[Name]
Monthly Retainer Value	$[X,XXX]
Client Tenure	[X months / years]
Last QBR Date	[YYYY-MM-DD]
Contract Renewal Date	[YYYY-MM-DD]
Primary Services	[SEO, Paid Media, Content, etc.]
Satisfaction Survey Score	[X/10 or N/A]

Health Score Assessment

Score each dimension from 1 (critical) to 5 (excellent). Multiply by the weight to get the weighted score. The overall health score is the sum of all weighted scores.

Dimension	Weight %	Score (1–5)	Weighted Score	Evidence / Notes
Results Delivery	25%	[X]	[X.XX]	Are we hitting agreed KPIs? On track for quarterly targets?
Communication Quality	15%	[X]	[X.XX]	Are meetings productive? Are emails responded to promptly? Is the client informed?
Relationship Strength	15%	[X]	[X.XX]	Do we have multi-threaded relationships? Is there trust and transparency?
Scope Management	10%	[X]	[X.XX]	Are we operating within scope? Managing scope creep? Clear on deliverables?
Commercial Health	15%	[X]	[X.XX]	Is the account profitable? Are invoices paid on time? Any billing disputes?
Growth Potential	10%	[X]	[X.XX]	Is there opportunity to expand services? Is the client’s business growing?
Strategic Alignment	10%	[X]	[X.XX]	Are our capabilities aligned with their evolving needs? Are we a strategic partner or a vendor?

Overall Score Calculation

Sum of all weighted scores = [X.XX] / 5.00

Score interpretation:

4.5–5.0 = Excellent — Champion account, explore expansion
3.5–4.4 = Good — Healthy relationship, maintain momentum
3.0–3.4 = At Risk — Address weak dimensions proactively
2.0–2.9 = Critical — Recovery plan required immediately
Below 2.0 = Severe — Escalate to leadership, emergency intervention

Stakeholder Relationship Map

Map every stakeholder at the client organization. Multi-threaded relationships reduce single-point-of-failure risk.

Name	Title	Sentiment	Last Contact	Influence Level	Notes
[Primary Contact]	[Marketing Director]	🟢 Positive	[Date]	High — Decision Maker	Strong relationship, meets weekly. Champions our work internally.
[Executive Sponsor]	[VP Marketing]	🟡 Neutral	[Date]	High — Budget Holder	Limited direct interaction. Needs QBR presentation with ROI focus.
[Day-to-Day Contact]	[Marketing Manager]	🟢 Positive	[Date]	Medium — Implementer	Responsive and collaborative. Handles approvals and feedback.
[Technical Stakeholder]	[Web Developer]	🟡 Neutral	[Date]	Medium — Technical Gate	Slow to implement our recommendations. Needs clearer briefs.
[New Stakeholder]	[CMO]	🟠 Unknown	[Date]	High — New Hire	Recently joined. Schedule intro meeting ASAP to establish relationship.

Risk Register

Identify and track risks that could harm the client relationship or lead to churn.

Risk	Likelihood	Impact	Mitigation Strategy
Key contact leaving the company	Medium	High	Build relationships with 2+ stakeholders. Schedule intro with backup contacts.
Budget cuts in next fiscal year	Medium	High	Demonstrate clear ROI in every report. Prepare a scaled-down service option.
Competitor pitching the account	Low	High	Increase strategic value delivery. Schedule proactive QBR with case study highlights.
Scope creep eroding profitability	High	Medium	Document all out-of-scope requests. Implement change request process.
Missed KPI targets for 2+ months	Medium	High	Create recovery plan with adjusted tactics. Communicate transparently about challenges.

Action Plan

Based on the health assessment and risk analysis, define concrete actions to strengthen this account.

Schedule stakeholder mapping session with account team to identify relationship gaps

Prepare ROI summary for the executive sponsor ahead of next QBR

Address [weakest scoring dimension] with a specific improvement plan by [date]

Set up introductory meeting with new CMO within the next 2 weeks

Implement change request process to manage scope creep

Create a client success story to reinforce our value internally at their org

Review and update SLA/deliverables document with the client

Send client satisfaction survey before next assessment period

Monthly Health Score Trend

Track the health score over time to identify improving or declining relationships.

Month	Overall Score	Change	Key Driver
[Month 1]	[X.XX]	—	Baseline assessment
[Month 2]	[X.XX]	[+/- X.XX]	[e.g., Improved results delivery after strategy pivot]
[Month 3]	[X.XX]	[+/- X.XX]	[e.g., Communication dip due to team transition]
[Month 4]	[X.XX]	[+/- X.XX]	[e.g., Strong QBR renewed confidence]
[Month 5]	[X.XX]	[+/- X.XX]	[e.g., Growth potential increased with new budget approval]
[Month 6]	[X.XX]	[+/- X.XX]	[e.g., Scope management improved after process changes]

⚠️

If the health score drops below 3.0 for two consecutive months, escalate to the agency director and schedule an emergency client strategy session.

About this template

Proactively manage client relationships instead of reacting to churn. This scorecard evaluates each client across seven weighted dimensions — from results delivery and communication quality to growth potential and strategic alignment. Complete it monthly to generate an overall health score, map stakeholder relationships, identify risks before they escalate, and maintain an action plan that keeps every account on track.

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