Glossary

Engagement Score

An engagement score is a composite metric that measures how actively a customer interacts with your brand across all channels — visits, purchases, email clicks, SMS responses, app usage, and more.

How Engagement Scores Work

Each customer action is assigned a point value. Recent actions are weighted more heavily than older ones. The combined score gives you a single number that represents the customer's current engagement level.

Example Scoring

  • Gym check-in: +10 points
  • Email opened: +2 points
  • SMS link clicked: +5 points
  • Class booked: +8 points
  • Purchase made: +15 points
  • No activity for 7 days: -5 points

Using Engagement Scores

Segment customers into tiers (highly engaged, moderately engaged, at-risk, disengaged) and tailor your communication accordingly. High scorers get upsell offers. Declining scores trigger re-engagement campaigns.

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