Understanding and Acting on Customer Health Signals

Last updated: March 13, 2026

OnRamp surfaces health and engagement signals so you can spot struggling projects before they become churned customers. Knowing what each signal means — and what to do about it — is what separates reactive teams from proactive ones.

Project Health Statuses

Every active project is assigned one of four health statuses, visible in the Project Health Overview in Insights and as a column in any Projects View:

  • On Track — task progress is aligned with the project timeline. No action needed.
  • At Risk — the project is falling behind. Tasks are overdue or progress is lagging relative to the expected timeline. Intervention is recommended before it tips to Overdue.
  • Overdue — the project has passed its planned end date or has a significant backlog of overdue tasks. Immediate attention is needed.
  • Completed — all tasks are finished and the project is closed.

Health status is calculated automatically based on task progress relative to the project’s timeline — you don’t need to manually set it.

Engagement Signals

The Engagement field measures how actively customers are participating in the portal — logging in, completing tasks, and interacting with project content. It’s visible as a column in any Projects View.

  • High — the customer is actively engaged: logging in regularly, completing tasks, and participating in the project.
  • Medium — some activity, but less consistent. Worth monitoring.
  • Low — little or no recent customer activity. The customer may be stuck, disengaged, or unaware tasks are waiting on them.

Low Engagement on an active project is one of the strongest early signals that onboarding is at risk of stalling.

How to Spot At-Risk Projects

The fastest ways to surface struggling projects:

  • Insights → Projects tab: The Project Health Overview shows a breakdown of On Track / At Risk / Overdue counts at a glance.
  • Views: Create a Projects View filtered to Health = At Risk OR Overdue for a live list you can check daily.
  • Views: Filter to Engagement = Low and Progress < 100% to catch disengaged customers before tasks go overdue.

What to Do When You See a Signal

At Risk

  • Open the project and identify which tasks are overdue or blocked.
  • Check if there are task dependencies holding things up.
  • Send a Nudge to the assignee if a task has been sitting idle.
  • Consider adjusting the project’s end date if the timeline has genuinely shifted.

Overdue

  • Prioritize a direct outreach to the customer or internal owner.
  • Review whether any tasks can be reset, reassigned, or removed.
  • Use the Activity Log to understand when progress stalled and what happened last.

Low Engagement

  • Check when the customer last logged into the portal (visible in Portal Insights → Daily Activity Details).
  • Send a personal outreach or a Nudge on a key customer task to re-engage them.
  • Review the project’s Welcome Message and first tasks — if customers disengage early, the onboarding experience may be unclear or overwhelming.
  • Consider whether the right customer contacts have been invited to the project.

Building a Proactive Monitoring Habit

The most effective CS teams build a short daily or weekly routine around these signals:

  • Review the Project Health Overview in Insights to catch new At Risk / Overdue projects.
  • Scan a “Low Engagement + In Progress” View to identify customers who need a prompt.
  • Use AI Summaries in Insights to get a written interpretation of what the data is saying.

Catching a project at At Risk is far easier to recover than catching it at Overdue — and catching Low Engagement early is the best way to prevent it from becoming either.