Customer engagement score
Customer engagement score
Retention
A score that sums up how actively a customer interacts with your brand, from purchases and portal visits to email clicks and messages.
What is Customer engagement score?
There is no single standard formula. Brands pick the signals that matter to them, give each one a weight and add them up, often over the last 30 or 90 days. Typical signals include recent orders, email and text clicks, portal logins, reviews and support conversations.
How it is used: a falling score can flag a subscriber who may be about to cancel, and a high score can find customers to invite into a VIP or referral program. Scores work best when they are checked against what customers actually do later and adjusted over time.
Example
For example, a brand might give 10 points for each order, 3 for each portal visit and 1 for each email click in the last 90 days. A customer with 2 orders, 4 portal visits and 6 clicks scores 20 + 12 + 6 = 38.
Why Customer engagement score Matters
An engagement score helps you spot who needs attention before they leave, and who is ready to do more with you.
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