The most accurate—and therefore the most useful—health scores balance quantitative data (what happened) and qualitative data (why it happened).
If you only pay attention to the hard numbers, you miss insights on customer needs and motives. If you lean too much on subjective factors, you risk inconsistent and narrow reporting. Monitoring both data types gives you a holistic customer view while also identifying conflicting behavior.
For example, a customer may have high product usage while also telling their CSM that they’re interested in features you don’t offer. To see the full picture, monitor customers’ behavior both inside and outside of the product.