Customer engagement score
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 such as purchase frequency, email open rates, time spent on a website, or interactions on social media. The higher the score, the more engaged the customer is with the brand.
Why is a 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 highlights disengaged customers who may be at risk of churning, enabling companies to implement targeted retention strategies. For customers, engagement often aligns with satisfaction, meaning that measuring and responding to engagement scores can help improve user experiences and enhance product or service offerings.
