What is Customer Engagement Score?
Composite measure of how engaged a user is.
How to calculate it
Calculate Customer Engagement Score as: Weighted index of usage signals. Pull the inputs from your connected data and track the trend over time in your dashboard.
Examples
Example 1
A weighted index of logins, key actions and feature breadth flags accounts scoring under 40 as at-risk.
Example 2
A weighted index of logins, key actions and feature breadth flags accounts scoring under 40 as at-risk, triggering proactive outreach.
Why it matters
Customer engagement score is a composite measure of how engaged a user is, combining multiple usage signals into one indicator that predicts retention and expansion. It lets teams spot at-risk and high-potential accounts early. Arbitrary weighting of the inputs reduces its validity, so the model should be tuned against real outcomes.
Benchmark context
Define score thresholds per product and validate them against actual retention and expansion data; the score is only as good as its calibration.
Common pitfalls
Arbitrary weighting reduces validity.
Related KPI guides
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