Client Retention & Engagement

Understanding Your Engagement Score

Your Engagement Score is based on your clients' Build Scores (0-100). It gives you a single number that answers:

"What does engagement look like for a typical client in my business right now?"

To calculate it, we: • Take the latest Build Score for each active client in your business • Ignore invalid scores (anything outside 0-100, NaN, etc.) • If some clients have a Build Score of 0 (for example, brand new or never-trained clients) and others have non-zero scores, we calculate the score using only the non-zero Build Scores • If all clients are at 0, your Engagement Score is 0 – this simply means you don't have enough training data yet to build a baseline

We then use the median (middle value) instead of the average so that: • One disengaged client or one superstar doesn't skew your whole score • New/no-data clients at 0 don't drag your business Engagement Score down when others are training well • The number is stable and easy to compare week-to-week

What Your Score Means

80-100 (Excellent) • Your clients are highly engaged • Low churn risk • Focus on maintaining momentum

60-79 (Good) • Most clients are engaged • Watch for early warning signs • Proactive check-ins recommended

40-59 (Attention Needed) • Some clients may be at risk • Review your "Needs Attention" list • Take action to re-engage

Below 40 (Critical)

• Significant churn risk • Immediate action needed • Prioritize at-risk client outreach

What Affects Your Score

Your Engagement Score tracks five key factors:

Workout Consistency

• Are clients showing up for scheduled sessions? • Regular attendance shows commitment

Check-In Streaks

• Consecutive active days • Consistent engagement builds habits

Appointment Reliability

• Cancellation and no-show rates • Reliable clients are more likely to stay

• How recently clients accessed the platform • Active platform use indicates engagement

Plan Adherence

• Are clients following their program? • Adherence shows they value your guidance

FAQ

Why is my Engagement Score not 0 even though I see some clients at 0?

Because 0 usually means a client has little or no training history yet. We focus the Engagement Score on clients who have real Build Scores so one new or inactive client doesn't reset your whole business back to 0.

What should I do if my Engagement Score drops?

Check the "Needs Attention" list on the Client Engagement tab, filter by Poor engagement status, and reach out to those clients first. Improving their plan adherence and consistency is the fastest way to move the Engagement Score back up.

Pro Tip A 10-point improvement in your median engagement score typically correlates with 15-20% reduction in monthly churn.

Understanding Your Engagement Score