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How Engagement Score is Calculated

Engagement score is an at-a-glance metric which Totango adds to each account.
Its purpose is to give you a sense of how active and engaged a particular account is with your cloud application.

An account’s Engagement Score is calculated by looking at the aggregate amount of time spent, by all users of the account, with the application in the last 14 days.
This number is then normalized across all accounts of the same life-cycle stage to produce a number between 0 – 100.
Accounts with an engagement score of 0 were the least active during this period, whereas those with a score of 100 were the most active.

Example: For a setup with three lifecycle stages:

  • New Trial
  • Activated
  • Paying

green barAn account in the Paying stage with an Engagement Score of 99 is the most active Paying customer (together with any other accounts with the score of 99)

yellow barAn account in the Activated stage with an Engagement Score of 50 is more active than half of the current Activated accounts

red barA New Trial account with an Engagement Score of 0 is the least active at this stage (usually reflecting a period of 14 days of no activity)

 

Guy Nirpaz

Guy Nirpaz is a Silicon Valley-based Israeli entrepreneur and CEO of Totango, a Customer Success software platform. A pioneer in the Customer Success field, Guy established the Customer Success Summit and is a well-regarded industry speaker and community contributor. Guy loves people and technology and has dedicated his career to improving the way in which business is done through innovation. Fun Facts: Guy moonlights as the lead guitarist in a rock band based out of his garage in Palo Alto and used to command a tank battalion...as well as having grown oranges.

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