Customer Scores
Understanding Customer Scores
Customer Scores give every customer a health score from 0 to 100 so you can see at a glance who’s solid and who’s about to slip away. LawnPro calculates the score automatically every night from the work you already track — visits completed and skipped, ratings, recurring schedules, contracts, invoices, and payments. There’s nothing to set up and nothing to maintain. Open your Customers list and the scores are just there.
Note: Customer Scores are available on the Grow plan and higher. Score-change automation triggers are available on the Plus plan.
What the Score Measures
The score grades five signals:
- Service Quality (default weight 30) — Visits you skipped and the ratings customers gave you. In a service business you lose customers over the work, not the price.
- Cadence (25) — Whether visits are still happening on this customer’s usual rhythm. A weekly customer at 12 days is drifting; a monthly customer at 12 days is fine.
- Commitment (20) — How much work is actually booked ahead including an active recurring schedule, a contract, and visits on the calendar.
- Payment (15) — How long any current balance has been outstanding and whether they have a card or bank account on file for autopay.
- Depth (10) — How many different services they buy and how many properties they have with you. Every extra service is another reason to stay.
If a signal can’t be measured for a customer it isn’t held against them — it’s left out of the blend and the remaining signals carry the score.
Score Bands
| Badge | Score | What it means |
|---|---|---|
| 🟢 Healthy | 70+ | Your core customers. Keep doing what you’re doing. |
| 🟡 Watch | 40–69 | Doing fine, but worth a look — great upsell candidates. |
| 🔴 At Risk | Below 40 | Something is slipping. Reach out before they’re gone. |
Next to the score you’ll see the reason — the one thing most responsible for it, like “No work booked ahead” or “Service quality 30/100.” Hover the badge and the tooltip names the two weakest signals so you know what to fix without opening the record.
When a Customer is Marked At Risk Outright
Two things are clear enough to decide the band on their own. A customer is marked At Risk no matter how the other signals blend when:
- They cancelled a contract, or
- They left a 1–2 star rating
That’s the customer telling you directly, so nothing argues them out of it.
When Something Looks Wrong But the Rest Looks Fine
Three other things always cost a customer points without deciding the band by themselves:
- A recurring schedule that ended and wasn’t renewed (after about six weeks’ grace)
- Nothing at all booked ahead during the season
- A balance past due 90 days or more
In these cases the score drops and the customer can’t show as Healthy, but they only land in At Risk when their other signals agree too.
Signals We Can Only Measure If You Record Them
Some of what the score reads is optional in LawnPro. If you never mark a visit as skipped that doesn’t mean your service is flawless — it means there’s nothing to read. If you schedule every visit by hand rather than on a recurring schedule, Commitment is graded on what you do use.
Skips are judged against your own normal, not someone else’s. LawnPro works out your account’s typical skip rate and grades each customer against that — so a book that logs everything isn’t penalized for good record-keeping.
New Customers and Winter
New customers aren’t punished for being new. In their first 90 days Cadence and Depth simply aren’t scored — the weight shifts to what can be seen.
Winter doesn’t count against anyone. When your whole schedule slows down for the off-season LawnPro sets aside everything that reads your calendar so December doesn’t paint your entire customer list red. Cadence and Commitment pick back up automatically once you’ve been back in season for a few weeks.
Customers who were already flagged before the pause keep their flag. The clear-cut facts — a cancelled contract or a bad rating — still raise the flag any time of year.
Where You’ll See Scores
- Customers List — A Score column shows a colored badge with the reason underneath, plus a small arrow showing whether the score rose or fell since the last recalculation. You can sort by the Score column and filter by band using the score dropdown at the top of the list.
- Customer Details — The score badge appears in the header next to the customer’s status, along with an estimated lifetime value badge.
- Reports → Customer Scoring — The big picture: how many customers sit in each band, why customers are at risk grouped by reason with the revenue at stake, your company-wide signal averages, a month-by-month Score Trend table, and an at-risk list sorted by 12-month revenue so you know exactly who to call first.
- CSV Export and PDF Print — The customers list export includes Score, Why, Leaving, and Estimated Lifetime Value columns.
Adjusting the Weights
Most companies never need to touch this — the defaults reflect what drives retention in lawn care generally. But if your business is different you can change the blend:
- Go to Settings → Preferences and find the Customer Scoring section
- Set the five weights — they must be whole numbers that add up to exactly 100
- Click Save Weights
- Click Recalculate Scores Now to see the effect immediately
Click Reset to Defaults to put the fields back to the standard blend.
Note: Scores refresh automatically every night. A brand-new customer with no completed visits or payments yet shows no score until their first activity.
Automations That Watch the Scores for You
Available on the Plus plan. Two triggers are available when you build a sequence under Automations:
- Customer Score Drops to At Risk — fires when a customer’s score falls below 40 from a healthier level
- Customer Flagged as Churn Risk — fires the moment one of the leaving facts becomes true
Both triggers fire only on the change — a customer who’s been At Risk for months won’t re-trigger every night.
Estimated Lifetime Value
Each scored customer also gets an estimated lifetime value: their last 12 months of revenue multiplied by your company’s average customer lifespan. It’s an estimate, not an invoice total — its job is to help you prioritize. When two customers are both At Risk, save the higher value one first.
Frequently Asked Questions
Why doesn’t a customer have a score?
They’re either brand new with no completed visits or payments yet, a Lead, or Pending Approval. Scores appear after their first activity and the next nightly refresh — or right away if you use Recalculate Scores Now under Settings → Preferences.
Does a low score change anything automatically?
Only if you tell it to. Nothing is ever sent to customers on its own — but you can build automation sequences using the score triggers if you want LawnPro to reach out or notify your team when a score changes.
Can my customers see their score?
No. Scores are only visible inside LawnPro.
A score seems wrong — how do I check it?
Hover the badge. The tooltip names the reason and the weakest signals behind it. Keep in mind that only completed visits count toward cadence and only real payments count.
A customer looks great to me but scores in the Watch band. Why?
Check which signal is low in the tooltip. The most common cause is nothing booked far enough ahead or no payment method on file.
Why did a customer’s score drop when nothing changed with their visits?
Check the badge tooltip. A balance aging past due, a recurring schedule that ended, or the calendar emptying out ahead of them will all move the score even when the visits so far look fine.
A weight field says “not measured” — did I break something?
No. It means there’s no data behind that signal anywhere in your account yet. Open Reports → Customer Scoring and the Signals We Can’t Measure Yet section tells you exactly what to start doing for it to count.
We mark a skip for every rain day. Does that drag our scores down?
No. LawnPro compares each customer’s skip rate to your account’s own typical rate so if skipping is routine in your book a routine number of skips is scored as routine.
We have customers who owe us from two years ago. Why aren’t they At Risk?
An invoice more than a year past due is left out of the score. Among customers you’re still servicing very old paperwork goes with less churn not more. Balances between 90 days and a year still count heavily.
It’s the off-season and no new customers are being flagged as Churn Risk — is that broken?
That’s on purpose. When your overall visit volume drops well below your yearly average LawnPro holds off on the three inferred flags so seasonal quiet doesn’t look like mass cancellation. Cancelled contracts and bad ratings still flag right away.
My weights won’t save.
Every weight must be a whole number from 0 to 100 and the five must add up to exactly 100.
I exported to CSV and some customers have a blank Score.
A blank cell means that customer hasn’t been scored yet. Blank means “not scored” not “zero.”