Category: Engagement & Usage Metrics

Website or Portal Usage Frequency is a customer engagement metric that measures how often users visit and interact with a website, customer portal, or online platform within a specific period. Businesses use this metric to evaluate customer engagement, digital adoption, and the overall effectiveness of their online experience. The formula for Website or Portal Usage…

Feature Adoption Rate is a product analytics metric that measures the percentage of customers who actively use a specific product feature after it becomes available. Businesses, especially SaaS and technology companies, use this metric to evaluate whether new features are delivering value and improving the customer experience. The formula for Feature Adoption Rate is: Feature…

Product or Service Utilization Rate is a business metric that measures how much customers use a product, service, or available features compared to the total amount available to them. It is commonly used by SaaS companies, subscription services, healthcare providers, and service-based businesses to evaluate customer adoption, engagement, and overall value delivery. The formula for…

Customer Engagement Score is a metric used to measure how actively customers interact with a business, product, or service. It combines different customer activities—such as logins, purchases, website visits, feature usage, email interactions, or support engagement—into a single score that reflects overall customer involvement and relationship strength. The formula for Customer Engagement Score can vary…