An engagement score condenses how actively a customer uses a product into a single number, blending several dimensions of usage: how often they log in (frequency), how many features they touch (breadth), how intensively they use the core workflow (depth), and how many users in the account are active. It is a more nuanced read than any one metric and a key input into the overall health score.
Engagement versus adoption
The terms overlap but differ in emphasis. Adoption is about whether customers use the product and its features at all. Engagement is about how intensively they use it, captured as a trend. A flat or declining engagement score, even in an account that nominally adopted the product, is an early warning that the relationship is cooling.
- Engagement combines frequency, breadth, depth, and active-user count into one figure.
- A falling engagement score is a leading risk signal for churn.
- A rising engagement score, especially across new users, is a growth signal and a marker of a product qualified account.
Because engagement is a trend rather than a single reading, it is most powerful when computed continuously and compared against an account own baseline. Merrily builds engagement from raw product events and folds it into the live health score, so a change in how a customer uses the product becomes visible the moment it starts.