Client Engagement Tracking
The engagement score gives you a quick read on how actively a client is using their Policy Stack account and engaging with your practice. It's not a judgment — it's a signal you can use to prioritize outreach.
What the Engagement Score Measures
The score is calculated from several signals, each weighted differently:
| Signal | Weight | What It Reflects | |--------|--------|-----------------| | Policy snapshot updates | High | Client is actively maintaining their records | | Portal logins in the last 30 days | Medium | Client is checking in on their system | | Notes from advisor interactions | Medium | Active advisory relationship | | Open reminders completed on time | Medium | Client responsiveness | | Scenarios viewed or shared | Low | Client curiosity and engagement with tools | | Days since last activity | High (decay) | Inactivity reduces the score over time |
Score Bands
| Score | Label | What It Suggests | |-------|-------|-----------------| | 75–100 | High | Client actively engaged — data current, regular logins | | 40–74 | Medium | Moderate engagement — some recent activity | | 10–39 | Low | Limited recent activity — worth a check-in | | 0–9 | None | No activity in the tracking window |
Engagement scores update daily. A client who logs in and updates a policy snapshot today will see their score move up in tomorrow's calculation.
What the Score Is Not
The engagement score does not measure the quality of a client's banking system, the health of their loans, or how well they're doing. A low score might simply mean the client's setup is complete and they're not logging in because there's nothing new to add — not that anything is wrong.
Use it as a starting point for identifying who might benefit from a call, not as an evaluation of their progress.
Where You See Engagement Scores
- Client list — A column shows each client's current score band (High / Medium / Low / None)
- Client profile header — Displays the numeric score and band
- Smart lists — Filter by engagement band to create targeted outreach lists
- Analytics → Engagement — The engagement analytics view shows how the recorded client book breaks down across engagement bands; Advisor Home does not carry an engagement-band widget
Improving Engagement Data Quality
The most reliable signal is policy snapshot updates — when a client keeps their records current, you both benefit from accurate data. Consider making data updates a part of your annual review conversation, framing it as keeping their banking system dashboard current.