Engagement scoring gives each contact and organization a score from 0 to 100, based on the activity Rhythm has measured for them. After your account has the engagement scoring add-on switched on, you can open a contact or organization page to see the current score and what contributes to it.
Prerequisites
- Your account must have the engagement scoring add-on. Without it, the score panel does not appear.
- Engagement scores are visible to staff only. Members do not see them on the portal.
See the Current Score
- Open the contact's or organization's page.
- Look for the Engagement Score panel after the summary.
Result
The panel shows the latest score, whether the customer is Newly Engaged or Not Engaged, the five-year score history, and how the score changed from the previous year.
Newly Engaged means the customer’s first measured engagement happened within the last 12 months. Everyone else shows Not Engaged, even when their engagement has recently increased.
Warning
A year with no stored score appears as zero in the five-year history instead of being blank. If a customer has only been scored for the last year or two, earlier years can look like years with no engagement. Treat a zero at the start of the history with that context, rather than assuming the customer had no engagement at all.
For customers with scores, the panel appears once your account’s engagement scoring add-on is on. The panel still appears when the setting that generates new scores each month is switched off, so old scores do not confirm that scoring is still running.
See What the Score Is Made Of
- On the Engagement Score panel, open the deeper analysis.
Result
Rhythm shows the components that make up the score, each component’s weight and contribution, a score history chart, and the raw measurements Rhythm read for that customer for the month. The raw measurements are grouped by the part of Rhythm that measured them.
The raw measurements include details such as membership dates and order counts, depending on which module contributed to the score. These details help explain a score that would otherwise only tell you “62.”
Tip
The analysis reads the raw data for the current month by default. Early in a new month, before the overnight scoring run has written that month’s measurements, the analysis can have nothing to show even though the panel above it still shows last month’s score.
If Something Goes Wrong
| What you see | What it means and what to do |
|---|---|
| No Engagement Score panel appears at all | Your account does not have the engagement scoring add-on, or the customer has no scores yet. |
| A customer shows Not Engaged even though they seem newly active | Newly Engaged looks only at when the customer’s first measured engagement happened, not at how recently their score changed. |
| The five-year history shows zero for years you know had activity | Rhythm shows any year with no stored score as zero instead of leaving it blank. Check when scoring actually started for your account. |
| The score analysis shows no raw data for the current month | The month’s measurements may not have been generated yet. Check again after the next overnight run, or look at a scored month from the history instead. |
| Organization scores are populated but a contact’s score is still blank shortly after enabling or regenerating scores | Contact scores can take noticeably longer to calculate than organization scores because there are typically many more contact-related records to process. If your setup is otherwise correct, contact scoring may not have finished yet. Check again after a while. |