Customer engagement score

Erin Chesterton October 10, 20241 minute read

She is a PMA-certified, award-winning marketer with diverse experience ranging from Series A startups to Fortune 500s. With specializations in content marketing, product marketing, and... Full bio

What is a customer engagement score?

A customer engagement score is a metric that quantifies how actively a customer interacts with a company’s products, services, or communications. This score can be based on factors like frequency of purchases, email open rates, time spent on a website, or social media interactions. The higher the score, the more engaged the customer is with the brand.

Why is customer engagement score important?

For ecommerce businesses, a customer engagement score helps identify highly engaged customers who are more likely to make repeat purchases or renew subscriptions. It also helps companies detect disengaged customers at risk of churning, allowing them to implement targeted retention strategies. For customers, engagement often correlates with satisfaction, so measuring and responding to engagement scores can lead to improved user experiences and product offerings.