Fan Score
The Fan Score is a metric that quantifies each fan's level of digital engagement with your app. Scored on a scale of 0 to 1000, it provides a simple way to compare fans, identify your most engaged audience members, and track engagement trends over time.
Overview
Every fan in your app is assigned a Fan Score between 0 and 1000, where 1000 represents the highest possible engagement. The score is calculated daily at midnight UTC and takes into account both the quantity and quality of a fan's interactions over the previous 90 days.
The Fan Score is not just about how often someone uses the app — it rewards fans who engage with a variety of content, interact with features (rather than passively viewing), and return consistently over time. This makes it a more meaningful measure of true engagement than simple page views or session counts.
Score Ratings
Fan Scores fall into five engagement tiers:
| Score Range | Rating | Description |
|---|---|---|
| 800 – 1000 | Champion | Outstanding digital engagement. These fans are your most active and committed users. |
| 600 – 799 | Enthusiast | Highly engaged fans who interact regularly across multiple content types. |
| 400 – 599 | Regular | Solid engagement. These fans use the app regularly but may not explore all features. |
| 200 – 399 | Casual | Occasional engagement. These fans check in from time to time but are not habitual users. |
| 0 – 199 | Newcomer | Minimal engagement so far. These fans may be new or have not yet explored the app's features. |
How the Score is Calculated
The Fan Score is a weighted composite of four dimensions, each measuring a different aspect of engagement. Each dimension produces a sub-score between 0 and 1000, and the final score is a weighted average of these sub-scores.
Activity Volume (30% weight)
This dimension measures the total amount of interaction a fan has with your content. Not all interactions are valued equally:
- Interactive actions such as voting in polls, answering trivia questions, submitting forms, making predictions, uploading fan content, and redeeming fan offers are weighted at 3× the value of passive actions.
- Passive actions such as viewing stacks and browsing content are counted at their base value.
The sub-score uses a logarithmic scale, meaning that initial interactions have a large impact on the score, with diminishing returns as volumes increase. This prevents a fan who simply refreshes a page hundreds of times from outscoring a fan with diverse, meaningful interactions. A weighted volume of approximately 200 interaction-equivalents earns a perfect sub-score of 1000.
Activity Recency (25% weight)
This dimension rewards fans who have been active recently. The sub-score decays linearly from 1000 (active today) to 0 (no activity in the last 90 days). A fan who was active yesterday will score nearly as high as one who was active today, but a fan whose last visit was 60 days ago will receive a significantly lower recency score.
This ensures the overall Fan Score reflects current engagement rather than historical activity that may no longer be relevant.
Activity Diversity (20% weight)
This dimension rewards fans who explore a variety of content and use different features. It is split into two equal halves:
- Stack diversity — How many unique stacks (content areas) the fan has visited. Visiting 5 or more different stacks earns the maximum stack diversity score.
- Action type diversity — How many different types of actions the fan has used (e.g. polls, forms, trivia, media views). Using 4 or more different action types earns the maximum type diversity score.
A fan who only ever visits a single stack will score lower on this dimension than one who explores multiple areas of your content, even if they have the same total number of interactions.
Engagement Consistency (25% weight)
This dimension measures how regularly a fan engages with the app over time. It counts the number of distinct days on which the fan was active within the 90-day look-back window.
Being active on 30 or more distinct days earns a perfect sub-score. A fan who uses the app every few days will score much higher on consistency than one who had a single burst of heavy activity on one day and never returned.
Calculation Summary
| Dimension | Weight | What It Measures | Maximum Criteria |
|---|---|---|---|
| Activity Volume | 30% | Total interactions (interactive weighted 3×) | ~200 weighted interaction-equivalents |
| Activity Recency | 25% | How recently the fan was active | Active today |
| Activity Diversity | 20% | Variety of stacks and action types used | 5+ stacks and 4+ action types |
| Engagement Consistency | 25% | Regularity of visits over time | Active on 30+ distinct days |
Percentile Ranking
In addition to the absolute score (0–1000), each fan is assigned a percentile rank within your app's fan cohort. This tells you how a fan compares relative to all other fans, regardless of the absolute score values.
For example, a fan in the 90th percentile (shown as "Top 10%") has a higher score than 90% of all other fans. Percentile rankings are recalculated each time scores are updated, so they always reflect the current distribution.
Percentiles are particularly useful because they normalise for the overall engagement level of your fan base. If your average score is 200, a fan scoring 400 is in the top tier; if your average is 600, that same score of 400 is below average. Percentiles capture this context automatically.
Where Fan Score Appears
Fan Management Table
The Fan Score is displayed as a colour-coded column in the main fan table. You can sort the table by Fan Score to quickly see your most or least engaged fans. The percentile badge (e.g. "Top 10%") appears alongside each score.
Advanced Filters
Two new filter tabs are available in the Advanced Filters dialog:
- Filter By Fan Score — Set a score threshold and filter for fans above or below that value.
- Filter By Percentile — Select a preset percentile bracket such as "Top 5%", "Top 10%", "Top 25%", "Bottom 25%", etc. This makes it easy to target specific segments of your fan base for campaigns or analysis without needing to know the exact score values.
Fan Profile
When viewing an individual fan's profile, the Fan Score appears in two places:
- The profile heading shows the score and percentile at a glance alongside the fan's name, creation date, and loyalty points.
- The Fan Score tab provides a detailed breakdown with:
- A large colour-coded score display with engagement rating label
- A radar chart visualising the four scoring dimensions
- Individual progress bars for each dimension with contextual explanations
- A reference panel explaining how the score is calculated
Aggregate Fan Score (Home Page)
The Home page displays an aggregate Fan Score summary above the analytics dashboard. This gives administrators an at-a-glance view of overall fan engagement health for the current client app.
Headline Metrics
Four key metrics are shown:
- Average Score — The mean Fan Score across all fans. This is the headline engagement metric for your app.
- Median Score — The middle value when all scores are ranked. If this is significantly lower than the average, it indicates a small number of highly engaged fans are pulling the average up.
- Active Fans — How many fans have a non-zero score (i.e. have had at least some activity in the last 90 days), shown alongside the total fan count.
- Top 10% Threshold — The minimum score needed to be in the top 10% of fans. This helps you understand what "highly engaged" means for your specific audience.
Historic Trend Graph
A line chart shows the average and median Fan Score over time, plotted daily for the last 90 days. Use this to track whether your engagement initiatives are improving, maintaining, or declining over time. Seasonal patterns, the impact of events, and the effect of new content can all be observed in this graph.
Score Distribution
A bar chart shows how fans are distributed across ten score buckets (0–100, 100–200, etc.). This helps you understand the shape of your engagement:
- A distribution skewed to the left (low scores) suggests most fans are not actively engaging.
- A distribution skewed to the right (high scores) suggests strong overall engagement.
- A bimodal distribution (peaks at both ends) may indicate two distinct fan populations — for example, regular attendees versus casual followers.
Calculation Schedule
Fan Scores are recalculated automatically every day at midnight UTC. The calculation processes all fans across all clients and typically completes within a few minutes. Each calculation:
- Queries each fan's interaction history from the last 90 days
- Computes the four dimension sub-scores
- Calculates the weighted composite score (0–1000)
- Ranks all fans within each client to assign percentiles
- Updates each fan's profile with their new score, percentile, and breakdown
- Records a daily aggregate snapshot (average, median, distribution, percentiles) for the historic trend graph
Because scores are based on a rolling 90-day window, a fan's score will gradually decrease if they stop using the app, even without any explicit action. This ensures the score always reflects current engagement, not historical activity.
Using Fan Score Effectively
Here are some ways to make the most of Fan Score data:
- Identify your champions — Use the Top 5% or Top 10% percentile filter to find your most engaged fans. Consider rewarding them with exclusive content, early access, or loyalty point bonuses.
- Re-engage casual fans — Filter for fans in the Bottom 25% who have a non-zero score. These fans have shown interest but are not actively engaging. Targeted push notifications or offers may help re-engage them.
- Measure campaign impact — Watch the average score trend on the Home page before and after launching new content, events, or campaigns. An upward trend indicates your initiatives are driving engagement.
- Understand your audience shape — The score distribution chart reveals whether you have a broadly engaged audience or a small core of power users. This can inform your content strategy.
- Compare across seasons — The historic trend graph helps you identify seasonal patterns in engagement. Pre-season, in-season, and off-season engagement levels may differ significantly for sports teams.