Definition
A customer engagement score combines several usage signals into one number per customer or account, so teams can rank and track engagement at a glance.
Building one
- Choose a few signals that predict retention in your data: active days, core actions, features used, active members.
- Weight them, giving more to the ones most linked to retention.
- Normalise to a scale such as 0 to 100.
Keep it honest
Check the score against outcomes: customers with high scores should retain better. Revisit the weights when the product changes. A score nobody can explain won't be trusted; keep the inputs visible next to it.