Engagement analytics (this page) is the 0 to 100 scoring dashboard. The smart-tag category that groups members by recent check-ins is called Attendance and lives under Smart tagging. They are related but different systems - the score is a single number; Attendance is a tag.
Overview
- A single 0 to 100 engagement score per contact, mapped to one of four levels.
- Scores computed from four equally weighted categories by default (financial, services, physical, engagement).
- Configurable weights and time windows per organization under Smart tagging.
- A dashboard with KPI cards, a score distribution, and a progression chart.
- Per-member drill-down - switch the chart to a single member’s score history.
- Score history captured as contact facts, so you can see when and how a score changed.
Score levels
The score maps to one of four levels. The thresholds are fixed in code and are the same everywhere a level appears (the dashboard distribution, the score chip on member pages, and any tag-based automations driven by engagement):How scoring is calculated
The final score is a weighted average of four category scores, each itself a 0 to 100 number. By default all four weigh 25%:- Financial activity (25%) - recent transactions and payment activity.
- Active services (25%) - active memberships and service usage.
- Physical activity (25%) - check-ins, bookings, and visit frequency.
- Member engagement (25%) - activity consistency, tenure, and lifetime value.
Time windows
Three windows drive the math:- Recent activity - derived from your engagement tag period (30 days if not set). This is the main window for “did they do anything lately”.
- Very recent activity - fixed at 7 days. Activity inside this window earns a bonus.
- Historical data - the fetch window for gathering a member’s raw activity (90 days by default).
What each category rewards
Each category starts at 0 and builds up. Understanding the steps helps you read a score.- Financial activity - 0 if there are no transactions in the recent window. Otherwise it starts at 50, adds 30 if there was a transaction in the last 7 days, and adds 20 for two or more recent transactions (capped at 100).
- Active services - 0 if the member has no active membership. Otherwise it starts at 70, adds 15 for more than one active membership, and adds 15 for tenure of three months or more. A paused membership still counts as active here, because the contractual relationship is intact - a temporary hold should not crater the score.
- Physical activity - 0 if there were no check-ins in the recent window. Otherwise it starts at 40, adds 30 for a check-in in the last 7 days, adds 20 for four or more recent check-ins (or 10 for two or more), and adds 10 if there is any recent booking.
- Member engagement - combines three signals: recent check-in consistency (up to 40), tenure (up to 30 for a year or more), and lifetime spend (up to 20 for spend over 1,000).
Scores are recalculated only for active members (contacts of type member with at least one active membership). A member without an active membership will not get a fresh score on the nightly run.
When scores are written
Scores are not computed live. They are written by the daily member smart-tagging job that runs nightly at 03:00 UTC, right after tags are updated, and on demand when you use Sync now on the Smart tagging page. The dashboard reads the stored score, so newly created activity is reflected only after the next run. Each time a score changes, the change is recorded as a contact fact, which is what powers the progression chart and the per-member history.Worked examples
These use the default equal weights (25% each) and default windows (30-day recent, 7-day very-recent).A regular who just paid (martial arts)
A jiu-jitsu member trained 5 times in the last 30 days (2 of them this week), has an active membership going back 8 months, and paid their monthly dues 3 days ago.- Financial: recent payment, within 7 days = 50 + 30 = 80.
- Services: active membership + 8 months tenure = 70 + 15 = 85.
- Physical: check-ins in window, one this week, 4+ visits = 40 + 30 + 20 = 90.
- Engagement: 4+ check-ins (40) + 6-to-12-month tenure (20) = 60.
- Score = (80 + 85 + 90 + 60) / 4 = 79 -> Rockstar.
A quiet member on a hold (Pilates / yoga)
A reformer client paused their membership for the summer, last visited 6 weeks ago, and has made no payments in the last 30 days.- Financial: no recent transactions = 0.
- Services: paused membership still counts as active, 5 months tenure = 70 + 15 = 85.
- Physical: no check-ins in the recent window = 0.
- Engagement: no recent check-ins, 5-month tenure (10) = 10.
- Score = (0 + 85 + 0 + 10) / 4 = 24 -> Low.
Weighting for a check-in-driven gym
A strength-and-conditioning gym cares more about attendance than spend. Under Smart tagging you raise Physical activity to 40% and Member engagement to 30%, dropping Financial and Services to 15% each. Now a member who shows up constantly but pays annually (few transactions) scores higher, matching how you actually think about engagement.What is on the page
Filters
- Time range - the standard analytics range picker. Like other day-based dashboards it defaults to the last 30 days; widen it to see a longer progression.
- Contact type - restrict the chart to specific contact types (member, drop-in, and so on).
- Member - select a single contact to switch the chart from organization-wide averages to that member’s own progression.
KPI cards
Four cards across the top:- Total members - count of contacts of type member or drop-in in your organization (archived contacts are excluded).
- Average score - mean across members who have a score, with the count of scored members shown underneath.
- Recent tag changes - tag additions and removals recorded in the last 7 days.
- Recent score changes - score updates recorded in the last 7 days.
Score distribution
A row of four counts showing how many members sit in each level: Rockstar (green), High (blue), Medium (amber), Low (red). This is your at-a-glance health check.Progression chart
A line chart of the average engagement score over time. The Y-axis is fixed at 0 to 100 and the time bucket adapts to the range. The line is built from recorded score-change events grouped by day and averaged, so it tracks how scores move as the nightly job re-runs, rather than a snapshot of every member each day. When you select a single member, the chart switches to that member’s individual score history (rendered green instead of blue) and the legend changes from Average score to Engagement score. A panel above the chart shows the member’s current score and any tags. If a member has no score yet, you will see No score and the chart will be empty.Using this for churn-risk and win-back
- Spot at-risk members early. If the Low count grows week over week, members are slipping. Cross-check against recent tag changes for context.
- Build a win-back audience. Use the Low count as the size of a re-engagement campaign, then target those members with a promotion or an automation.
- Reward Rockstars. Use the Rockstar count as the audience size for a loyalty offer or referral ask.
- Track a specific member’s journey. Pick a member in the dropdown to see how their score moved - useful when investigating a churn case or qualifying a referral candidate.
- Tune before you trust. Calibrate weights and windows under Smart tagging until the levels match your instinct about who is engaged, then use the dashboard for tracking.
Tips and best practices
- Match the weights to your model. A high-volume gym should weight Physical activity; a boutique studio that sells packages might weight Financial and Services. See the check-in-driven gym example.
- Set the recent-activity window deliberately. It comes from your engagement tag period. A 30-day window suits most clubs; shorten it if your members visit several times a week and you want the score to react faster.
- Give new data time. Scores update on the nightly run (or via Sync now). Do not expect a payment made an hour ago to move the dashboard immediately.
- Read the level, not just the number. A Low member with a high services score (paused membership) is a different case from a Low member with no membership at all - open their profile to see which.
Troubleshooting
- Dashboard shows no data at all - Symptom: cards read 0 and the chart is empty. Cause: engagement scoring is disabled under Smart tagging (the metrics endpoint returns nothing when scoring is off). Fix: enable scoring under Smart tagging.
- A member shows No score - Symptom: the per-member panel reads “No score”. Cause: the member has no active membership, or the nightly job has not run since they became active. Fix: confirm they have an active membership, then run Sync now on the Smart tagging page.
- Average score looks too high - Symptom: the average seems better than reality. Cause: members without a score are excluded from the average, so a small pool of engaged members can skew it. Fix: read the scored members count under the Average card alongside it.
- Progression chart is flat or sparse - Symptom: few points on the line. Cause: the line only plots days on which scores actually changed, and a short history has few events. Fix: widen the time range.
- Score did not update after activity - Symptom: a member trained or paid but their score is unchanged. Cause: scores are written by the nightly job, not live. Fix: wait for the next run or use Sync now.
- A paused member still scores as “active service” - This is intended. A paused membership keeps the services category up because the contractual relationship is intact.
Limitations
- The dashboard is read-only. To change thresholds or weights, edit Smart tagging settings.
- Level thresholds (75 / 50 / 25) are fixed and not configurable - only the weights and windows are.
- There is no “no-score-yet” filter - members without a score are silently excluded from the average and chart.
- Scores need data. Brand-new members may not have a stable score until they have accrued a few weeks of activity and the job has run.
Related
- Smart tagging - Where engagement scoring is enabled and tuned.
- Members analytics - Member-level metrics not tied to scoring.
- Analytics overview - Other dashboards and how filters work.
- Promotions - Turn a Low or Rockstar cohort into a targeted offer.