Customer engagement score

What is a customer engagement score?

A customer engagement score is a metric that helps businesses measure how actively and meaningfully a customer interacts with their brand. It’s often based on behavior such as purchases, logins, email clicks, support interactions, and more, giving insight into customer loyalty and churn risk.

It tracks how engaged a customer is across different touchpoints. A high score typically indicates an active, loyal customer, while a low score may signal disengagement or churn risk.

Why is customer engagement score important?

Understanding engagement helps you:

• Identify your most valuable customers
• Spot disengaged users early and re-engage them
• Personalize marketing and retention campaigns
• Improve lifetime value (LTV) and reduce churn

How to calculate customer engagement score?

There’s no one-size-fits-all formula, but here’s how to calculate a customer engagement score in a basic way:

• Define engagement actions (e.g., purchases, email opens, subscription renewals)
• Assign a point value to each action based on importance
• Add up points for each customer over a set time frame

Example:

Purchase = 10 points

Product review = 5 points

Email open = 2 points
If a customer completes all three, their score would be 17.

Advanced tools may calculate this automatically using custom weights and scoring logic tied to customer behavior over time.

Driftcharge Tip

Tailor your scoring model to match your business goals. Use the score to trigger targeted emails, upsells, or retention campaigns based on engagement levels.

Ganesh Pawar

• 

Ganesh Pawar is the founder of Driftcharge, a subscription management app designed to help Shopify merchants streamline and scale their subscription businesses. With a deep focus on solving real-world pain points—like legacy account page support, flexible subscription options, and advanced analytics—Ganesh is passionate about building tools that drive growth and retention.