Scorecard: Engagement Rate
What is it?
The engagement rate grade is based on the total percentage of UserGems job changes sent that have been contacted (have a last activity in Salesforce) over the last 3 months. We focus on the last 3 months to ensure this critical metric isn't too heavily skewed by early adoption levels.
What it's important
Importance level: Critical 🚨
The percent of UserGems contacted, or engagement rate, is the clearest indication of initial adoption of UserGems leads/contacts. While it’s not expected that 100% of UserGems get contacted (Ex: they joined non ICP account or a competitor) our best customers typically reach out to at least 50% of the leads/contacts they receive. It is absolutely imperative that this metric reach benchmark levels (B or better) in order to get the most out of this program.
How it’s scored
![](https://cdn.prod.website-files.com/621ffb9987a4890ced10ab9b/65e8c2a731b377781825d406_Screenshot%202024-03-06%20at%202.22.12%E2%80%AFPM.png)
How to improve
- We highly encourage leveraging automations to auto-enroll UserGems into sequences that have a manual first step. UserGems has functionality to do this for you with Outreach or Salesloft sequences/cadences via our integrations.
- Investigate for routing issues (see Routing & Assignment Grade section). If UserGems aren't being assigned, they won't get contacted.
- Ask your CSM for a list of uncontacted UserGems to see where job changes may be slipping through the cracks.
- Re-set expectations with your team to ensure they’re not being too selective on job changes. For UserGems, non-buyer titles can still be highly valuable introductions. Any job change lead is much warmer than a cold outreach.