User Engagement Score

is a composite metric that aggregates multiple engagement signals — message response rates, link clicks, conversation frequency, feature usage, purchase recency and frequency, and behavioral session data — into a single numerical value that reflects the overall depth of a customer's engagement with a business. Higher engagement scores indicate customers who are actively using and deriving value from what they've purchased, regularly interacting with the brand's communications, and demonstrating the behavioral patterns associated with long-term retention. ConnectGain calculates real-time engagement scores for each contact, using them to drive segmentation for re-engagement campaigns (targeting contacts with declining scores), prioritize customer success outreach (flagging low-scoring customers for proactive check-ins), and inform lead scoring models that evaluate prospect readiness to purchase.