Are Your Users Engaged Enough? 9 Tactics to Increase Your Customer Engagement Score

The customer engagement score is a metric that measures how engaged users are with a SaaS product. It helps identify opportunities to further engage users and improve product adoption and retention. Each customer has their own score, determined by evaluating and scoring various engagement metrics specific to the product. The key use cases for measuring the engagement score are to identify trial users ready to purchase, customers at risk of churning, and upselling opportunities. A good engagement rate is anything above 70. Tactics to increase customer engagement include collecting feedback, using gamification, offering educational content, highlighting unused features, jumping on a call, building a community, offering premium trials, removing upgrade friction, and running exclusive surveys.