Understanding Client Engagement Score

The Client Engagement Score gives you a quick snapshot of how engaged and active each client relationship is. It's a score from 0 to 100, calculated automatically based on five key factors.

Health Score Levels

Excellent (80–100) — Highly active, invoices paid, strong communication.
Good (60–79) — Solid engagement with room for improvement.
Fair (40–59) — Some activity but attention may be needed.
Poor (20–39) — Low engagement, follow-up recommended.
Critical (0–19) — Very little to no activity, immediate action advised.

How It's Calculated

The score is the sum of five weighted factors:

1. Invoices — up to 30 points

Looks at invoices from the last 6 months. Points are awarded based on the payment rate (paid vs. total invoices). Each overdue invoice deducts 5 points. If there are no invoices in this period, a neutral score of 15 is given.

2. Projects — up to 25 points

Active projects earn 8 points each and completed projects earn 5 points each, up to the maximum. If there are no projects, a neutral score of 10 is given.

3. Communications — up to 20 points

Each communication logged in the last 3 months (calls, emails, meetings, notes) earns 4 points, up to the maximum of 20.

4. Revenue — up to 15 points

Based on total paid invoice revenue over the last 12 months:

$10,000+ → 15 points
$5,000+ → 12 points
$1,000+ → 8 points
Greater than $0 → 5 points
$0 → 0 points

5. Feedback — up to 10 points

Based on the client's average feedback rating. The score is calculated as (average rating / 5) × 10. If no feedback exists, a neutral score of 5 is given.

💡 Tip:

Engagement scores are recalculated periodically and are not real time. Click on the health score ring on any client's profile page to see the detailed breakdown.