New! Engagement Score: A Better Way to Measure Customer Activity

Your advocates are active. Now you can finally see how active.

Until now, understanding customer engagement often meant relying on surface-level signals like logins, clicks, or task counts. Useful, but incomplete. Engagement Score changes that by giving you a clear, reliable way to understand how engaged each customer truly is across your portal and community.

What is Engagement Score

Engagement Score is a statistically grounded metric that reflects real advocate behavior over time. It is calculated using a combination of portal activity and community involvement when connected. Instead of simple tallies, it delivers a meaningful signal you can trust.

This allows you to move beyond guesswork and see engagement as a measurable, comparable, and actionable insight across your entire advocate base.

Why this matters

Not all activity is equal. Some advocates are consistently involved, while others may appear active but are slowly disengaging. Engagement Score helps you distinguish between the two.

With this addition, you can:

• Identify your strongest and most reliable advocates
• Spot early signs of drop-off before engagement fully declines
• Understand participation trends at an individual level
• Make smarter decisions about outreach, rewards, and activation

Built for action, not just reporting

Engagement Score is designed to be used, not just observed.

You can apply it directly to campaign segmentation, reporting, and performance analysis. Segment advocates based on engagement level, tailor campaigns to re-engage those at risk, and highlight high-performing customers for advocacy, references, or community leadership.

Because the metric is statistically sound, it holds up across reporting and executive conversations, not just day-to-day program management.

See engagement over time with a 30-day trend

In addition to the score itself, you get a 30-day engagement trend for each advocate. This makes it easy to see who is gaining momentum and who may be slipping.

Instead of reacting after engagement drops, you can take action at exactly the right moment.

Where to find Engagement Score

You can access Engagement Score by going to:
Users and Accounts > Users Dashboard > select a User Profile > open the Engagement tab

A clearer view of advocate health

Engagement Score gives you a deeper, more accurate understanding of advocate activity and health. It brings clarity to segmentation, confidence to reporting, and precision to action.

This is another step toward helping you run more effective, data driven advocacy programs.