Client Health Scorecard Template
The Client Health Scorecard Template below is free to preview and install in Zealos. Score client relationships across 7 dimensions to identify at-risk accounts, strengthen partnerships, and drive retention.
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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