Account Engagement Score
AdvancedAn account engagement score is a single number that combines several usage signals across all users of one customer account into one comparable value.
Building the score has three steps: pick a set of usage signals, normalise each onto a shared scale, then combine them with weights into one number. The reason it exists is comparability, since an account with five users and an account with five hundred cannot be ranked by raw event counts. The common error is choosing correlated signals: logins, sessions and pageviews largely say the same thing, so weighting all three counts one signal three times. More importantly, a score that has never been checked against an actual outcome such as renewal or churn is decoration rather than measurement.
How it is calculated
Account engagement score = weighted sum of the normalised usage signals of that account
Each signal must be scaled to a zero-to-one range before combining, otherwise the signal with the larger unit dominates. The weights sum to one and the result is usually presented on a zero-to-hundred scale. The signal set has to be chosen per product; a set that works for one product carries no meaning for another.