{"id":16134,"date":"2024-11-16T17:14:17","date_gmt":"2024-11-16T17:14:17","guid":{"rendered":"https:\/\/userpilot.com\/blog\/customer-engagement-analytics\/"},"modified":"2026-04-03T13:01:12","modified_gmt":"2026-04-03T13:01:12","slug":"customer-engagement-analytics","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/customer-engagement-analytics\/","title":{"rendered":"Customer Engagement Analytics: How To Collect Analytics Data and Increase Customer Engagement"},"content":{"rendered":"<p>Thinking of using <a href=\"https:\/\/userpilot.com\/product\/engagement-layer\" target=\"_blank\" rel=\"noopener noreferrer\">customer engagement<\/a> analytics to improve customer relationships and <a href=\"https:\/\/userpilot.com\/blog\/increase-user-engagement\/\">increase user engagement<\/a>?<\/p>\n<p>Customer engagement analysis helps you understand your users\u2019 buying behavior and sentiments. It helps you anticipate customer demand and gives you a competitive advantage.<\/p>\n<p>If you\u2019re looking to create and implement highly effective customer engagement strategies, then this article is for you!<\/p>\n<p>Ready to get started? Let\u2019s go!<\/p>\n<h2 id=\"46mcn\">What is customer engagement analytics?<\/h2>\n<p>Customer engagement analytics refers to measuring customer data from all interactions to evaluate customer health, identify preferences, and forecast future behavior.<\/p>\n<h2 id=\"f2mhi\">What are the benefits of customer engagement analytics?<\/h2>\n<p>Want to <a href=\"https:\/\/userpilot.com\/blog\/engagement-strategy\/\" target=\"_blank\" rel=\"noopener noreferrer\">build an effective customer engagement strategy<\/a> for your SaaS? Then you need data. Customer engagement analytics provides that data, giving you the insights needed to make smart, strategic decisions. Here&#8217;s how it helps:<\/p>\n<ul>\n<li><strong>Decode customer behavior<\/strong>: Forget guesswork. Engagement analytics shows you exactly all customer interactions with the product. You&#8217;ll see which features they&#8217;re using, where they&#8217;re getting stuck, and what&#8217;s driving their behavior.<\/li>\n<li><strong>Identify and eliminate roadblocks<\/strong>: No product is perfect. Users will inevitably encounter <a href=\"https:\/\/userpilot.com\/blog\/friction-points\/\" target=\"_blank\" rel=\"noopener noreferrer\">friction points<\/a> that disrupt their journey and hurt engagement. Engagement analytics helps you pinpoint these problem areas. Once you know where users are struggling, you can take action to remove those roadblocks.<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/image_a9bd162e21367b440104b52a433c541f_800.png 1x, https:\/\/images.storychief.com\/account_6827\/image_a9bd162e21367b440104b52a433c541f_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/image_a9bd162e21367b440104b52a433c541f_800.png 1x, https:\/\/images.storychief.com\/account_6827\/image_a9bd162e21367b440104b52a433c541f_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/image_a9bd162e21367b440104b52a433c541f_800.png\" alt=\"beable funnel analysis Userpilot\" \/><\/picture><\/figure>\n<figure class=\"embed strchf-type-embed regular strchf-size-regular strchf-align-center\">\n<div class=\"embed-container\">\n<div class=\"bookmark-container\" style=\"display: flex;\">\n<p>&nbsp;<\/p>\n<div class=\"bookmark-focusable\" style=\"user-select: none; transition: background 20ms ease-in 0s; cursor: pointer; width: 100%; display: flex; flex-wrap: wrap-reverse; align-items: stretch; text-align: left; overflow: hidden; border: 1px solid rgba(55, 53, 47, 0.16); border-radius: 3px; position: relative; color: inherit;\">\n<div style=\"flex: 4 1 180px; padding: 12px 14px 14px; overflow: hidden; text-align: left;\">\n<div class=\"bookmark-title\" style=\"font-size: 14px; line-height: 20px; color: #37352f; white-space: nowrap; overflow: hidden; text-overflow: ellipsis; min-height: 24px; margin-bottom: 2px;\">How Beable Leveraged <a href=\"https:\/\/userpilot.com\/blog\/introducing-userpilot-analytics\/\">Userpilot Analytics<\/a> to Increase App Engagement<\/div>\n<div class=\"bookmark-description\" style=\"font-size: 12px; line-height: 16px; color: rgba(55, 53, 47, 0.6); height: 32px; overflow: hidden;\">Read to learn how Beable Education uses <a href=\"https:\/\/userpilot.com\/blog\/userpilot-analytics\/\">Userpilot analytics to<\/a> measure its product performance and make informed decisions.<\/div>\n<div class=\"bookmark-domain\" style=\"display: flex; margin-top: 6px;\">\n<div style=\"font-size: 12px; line-height: 16px; color: #37352f; white-space: nowrap; overflow: hidden; text-overflow: ellipsis;\">userpilot.com<\/div>\n<\/div>\n<\/div>\n<div class=\"bookmark-image\" style=\"flex: 1 1 180px; display: block; position: relative;\">\n<div style=\"position: absolute; top: 0; left: 0; right: 0; bottom: 0;\">\n<div style=\"width: 100%; height: 100%;\"><img decoding=\"async\" style=\"display: block; object-fit: cover; border-radius: 1px; background: white; width: 100%; height: 100%;\" role=\"presentation\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2024\/08\/how-beable-leveraged-userpilot-analytics-to-increase-app-engagement_fdd655a8c2d09f29d04fa0744e51b3b0_2000.png\" \/><\/div>\n<\/div>\n<\/div>\n<\/div>\n<p>&nbsp;<\/p>\n<\/div>\n<\/div>\n<\/figure>\n<ul>\n<li><strong>Boost retention and <a href=\"https:\/\/userpilot.com\/blog\/how-to-build-customer-loyalty\/\" target=\"_blank\" rel=\"noopener noreferrer\">build loyalty<\/a><\/strong>: Here&#8217;s where it pays off. By analyzing user behavior, you can identify different product use cases and tailor experiences accordingly. <a href=\"https:\/\/userpilot.com\/blog\/personalized-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">Personalized flows<\/a>, based on actual user data, lead to increased engagement, improved retention, and ultimately, a significant reduction in churn.<\/li>\n<\/ul>\n<h2 id=\"9vknv\">Key metrics to measure customer engagement<\/h2>\n<p>While tracking customer engagement metrics is essential for every company, identifying the meaningful ones can be challenging.<\/p>\n<p>Therefore here are five essential metrics that you can use to analyze your customer engagement processes.<\/p>\n<h3 id=\"1p2c2\">Customer engagement score<\/h3>\n<p>The <a href=\"https:\/\/userpilot.com\/blog\/customer-engagement-score\/\" target=\"_blank\" rel=\"noopener noreferrer\">Customer Engagement Score<\/a> (CES) is an essential metric that measures your current paid users and free trial prospects&#8217; engagement.<\/p>\n<p>This metric attempts to quantify user engagement and is reflected through a score based on several event values.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/customer-engagement-score_8f4b7b121ca3c19ce5c51e0d99a3ce4e_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/customer-engagement-score_8f4b7b121ca3c19ce5c51e0d99a3ce4e_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/customer-engagement-score_8f4b7b121ca3c19ce5c51e0d99a3ce4e_800.png\" alt=\"customer engagement score Userpilot\" \/><\/picture><\/figure>\n<p>To calculate the CES, you need to first identify what events define customer engagement for you. For example:<\/p>\n<ul>\n<li>Frequency of Product Usage: How often do users open your software?<\/li>\n<li>Key Features: What features do your customers use the most often or don\u2019t?<\/li>\n<li>Customer Upgrades and Renewals: How often do customers switch to the next paid tier or renew their subscriptions?<\/li>\n<li>The Number of Support Tickets: How many tickets, within a given period, are issued by customers? Additionally, how many are solved?<\/li>\n<\/ul>\n<p>The events mentioned above can vary between products and companies. They can differ in terms of importance from one SaaS company to another.<\/p>\n<p>Once you\u2019ve defined all the events, you can sum their scores to measure your customer\u2019s overall success, health, and engagement.<\/p>\n<h3 id=\"bqsk9\">Product stickiness<\/h3>\n<p><a href=\"https:\/\/userpilot.com\/blog\/increase-product-stickiness-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">Product stickiness<\/a> refers to users\u2019 tendency to return to your product because they find value in it and are highly engaged by it.<\/p>\n<p>Measuring this metric helps you identify scopes for providing account expansion opportunities, improving <a href=\"https:\/\/userpilot.com\/blog\/customer-retention-strategies\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer retention<\/a>, and increasing CLV (customer lifetime value).<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/product-stickiness-user-adoption-metrics-product-engagement_3d33df479acbc0be9cfd9677abea34d1_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/product-stickiness-user-adoption-metrics-product-engagement_3d33df479acbc0be9cfd9677abea34d1_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/product-stickiness-user-adoption-metrics-product-engagement_3d33df479acbc0be9cfd9677abea34d1_800.png\" alt=\"Product Stickiness userpilot\" \/><\/picture><\/figure>\n<p>The <a href=\"https:\/\/userpilot.com\/blog\/dau-mau-ratio\/\" target=\"_blank\" rel=\"noopener noreferrer\">DAU to MAU ratio<\/a> is one of the best ways to measure <a href=\"https:\/\/userpilot.com\/blog\/increase-product-stickiness-saas\/\">product stickiness<\/a>. To calculate this for a given period, you need to find out the number of daily active users and monthly active users and then divide them as shown in the image above.<\/p>\n<h3 id=\"ejepo\">Customer lifetime value<\/h3>\n<p><a href=\"https:\/\/userpilot.com\/blog\/saas-metrics-101-ltv-lifetime-value\/\" target=\"_blank\" rel=\"noopener noreferrer\">Customer Lifetime Value (CLV or LTV)<\/a> is the average amount of money your product gets from one customer over the entire duration of their relationship with you. In other words, it is an estimation of the net profit one customer can bring you in the future.<\/p>\n<p>To calculate the CLV, you need to first find out the average revenue of the account(s) whose total lifetime value you\u2019re trying to measure. Then, divide this by your existing customer churn rate.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/customer-lifetime-value-customer-analytics-use-cases_cd76bb91b766d1c40b0b6270d0bec972_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/customer-lifetime-value-customer-analytics-use-cases_cd76bb91b766d1c40b0b6270d0bec972_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/customer-lifetime-value-customer-analytics-use-cases_cd76bb91b766d1c40b0b6270d0bec972_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/customer-lifetime-value-customer-analytics-use-cases_cd76bb91b766d1c40b0b6270d0bec972_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/customer-lifetime-value-customer-analytics-use-cases_cd76bb91b766d1c40b0b6270d0bec972_800.jpg\" alt=\"Customer Lifetime Value userpilot\" \/><\/picture><\/figure>\n<p>CLV is a crucial indicator of customer engagement as it is directly connected to customer retention. Additionally, it is a predictive metric that aids in the improvement of financial decisions for your SaaS business.<\/p>\n<h3 id=\"df7nu\">Customer Satisfaction Score<\/h3>\n<p>The Customer Satisfaction Score (CSAT) measures how satisfied your current users are with your product and helps you understand their expectations. For example, you can use this metric to gauge customers\u2019 satisfaction levels with your product\u2019s features or customer service quality.<\/p>\n<p>A high CSAT score shows that your efforts have exceeded user expectations, which leads to greater customer loyalty and retention and, consequently, reduced churn rates.<\/p>\n<p>To calculate this, you need to first <a href=\"https:\/\/userpilot.com\/blog\/in-app-surveys\/\" target=\"_blank\" rel=\"noopener noreferrer\">conduct a survey<\/a> where you ask existing users how they feel about a certain product or feature.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/ces-survey-in-userpilot_cb46726ab6e5acd85a6e4fb344c6c147_800.jpg 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/ces-survey-in-userpilot_cb46726ab6e5acd85a6e4fb344c6c147_800.jpg 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/ces-survey-in-userpilot_cb46726ab6e5acd85a6e4fb344c6c147_800.jpg\" alt=\"customer effort score survey userpilot\" \/><\/picture><\/figure>\n<p>The score is calculated by dividing the number of respondents who are highly satisfied by the total number of people who answered the survey.<\/p>\n<h3 id=\"2iig0\">Net Promoter Score<\/h3>\n<p>The Net Promoter Score (NPS) measures the likelihood of your users promoting your product. A high NPS shows that users are very happy with your product. They are likely to suggest your product to their friends, family, or colleagues, thus directly contributing to your product\u2019s growth.<\/p>\n<p>To measure this, you must conduct a survey asking your customers a singular question, \u201cHow likely are you to recommend us to a friend or colleague on a scale from 1 to 10?\u201d<\/p>\n<p>NPS divides your respondents into three categories:<\/p>\n<ol type=\"1\">\n<li>Users selecting 9 or 10 are your most loyal customers. They are highly engaged customers who are advocates for your brand.<\/li>\n<li><a href=\"https:\/\/userpilot.com\/blog\/nps-passives\/\" target=\"_blank\" rel=\"noopener noreferrer\">Passives<\/a> are users who select 7 or 8. They are neutral customers who are not harmful.<\/li>\n<li><a href=\"https:\/\/userpilot.com\/blog\/nps-detractors-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\">Detractors<\/a> are users responding with a 6 or below. They are particularly dangerous as they can ruin your brand image through negative word-of-mouth.<\/li>\n<\/ol>\n<p>Using your survey and the total number of respondents, you can calculate your score by subtracting the percentage of detractors from the percentage of promoters. Usually, this should be calculated automatically.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/nps-follow-up-questions-3_25767f7da4ce7e15088050cbb8b85048.gif 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/nps-follow-up-questions-3_25767f7da4ce7e15088050cbb8b85048.gif 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/nps-follow-up-questions-3_25767f7da4ce7e15088050cbb8b85048.gif\" alt=\"nps survey userpilot\" \/><\/picture><\/figure>\n<p>Additionally, customer feedback from the <a href=\"https:\/\/userpilot.com\/blog\/nps-follow-up-question\/\" target=\"_blank\" rel=\"noopener noreferrer\">follow-up questions of NPS surveys<\/a> is a great source of actionable insights into the reasons behind scores. You can also leverage it for making product improvements.<\/p>\n<p>\ud83d\udca1<em> For example, Unolo, a field service management software, used Userpilot&#8217;s NPS surveys to easily track their score and understand customer sentiment. They found that by closely monitoring their NPS and addressing the feedback from detractors, they were able to <a href=\"https:\/\/userpilot.com\/blog\/reduce-churn-rate\/\" target=\"_blank\" rel=\"noopener noreferrer\">reduce churn<\/a> by 0.5% to 1%.<\/em><\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/unolo-nps-dashboard-improve-nps_dad8b302c5e41338f6cfef74320b9719_800.webp 1x, https:\/\/images.storychief.com\/account_6827\/unolo-nps-dashboard-improve-nps_dad8b302c5e41338f6cfef74320b9719_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/unolo-nps-dashboard-improve-nps_dad8b302c5e41338f6cfef74320b9719_800.webp 1x, https:\/\/images.storychief.com\/account_6827\/unolo-nps-dashboard-improve-nps_dad8b302c5e41338f6cfef74320b9719_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/unolo-nps-dashboard-improve-nps_dad8b302c5e41338f6cfef74320b9719_800.webp\" alt=\"unolo nps dashboard userpilot\" \/><\/picture><\/figure>\n<figure class=\"embed strchf-type-embed regular strchf-size-regular strchf-align-center\">\n<div class=\"embed-container\">\n<div class=\"bookmark-container\" style=\"display: flex;\">\n<p>&nbsp;<\/p>\n<div class=\"bookmark-focusable\" style=\"user-select: none; transition: background 20ms ease-in 0s; cursor: pointer; width: 100%; display: flex; flex-wrap: wrap-reverse; align-items: stretch; text-align: left; overflow: hidden; border: 1px solid rgba(55, 53, 47, 0.16); border-radius: 3px; position: relative; color: inherit;\">\n<div style=\"flex: 4 1 180px; padding: 12px 14px 14px; overflow: hidden; text-align: left;\">\n<div class=\"bookmark-title\" style=\"font-size: 14px; line-height: 20px; color: #37352f; white-space: nowrap; overflow: hidden; text-overflow: ellipsis; min-height: 24px; margin-bottom: 2px;\">How Unolo Reduced Churn by Up to 1% With Userpilot NPS Surveys<\/div>\n<div class=\"bookmark-description\" style=\"font-size: 12px; line-height: 16px; color: rgba(55, 53, 47, 0.6); height: 32px; overflow: hidden;\">Unolo implemented Userpilot to streamline feedback collection and reduce user churn. Was it successful? Read to find out!<\/div>\n<div class=\"bookmark-domain\" style=\"display: flex; margin-top: 6px;\">\n<div style=\"font-size: 12px; line-height: 16px; color: #37352f; white-space: nowrap; overflow: hidden; text-overflow: ellipsis;\">userpilot.com<\/div>\n<\/div>\n<\/div>\n<div class=\"bookmark-image\" style=\"flex: 1 1 180px; display: block; position: relative;\">\n<div style=\"position: absolute; top: 0; left: 0; right: 0; bottom: 0;\">\n<div style=\"width: 100%; height: 100%;\"><img decoding=\"async\" style=\"display: block; object-fit: cover; border-radius: 1px; background: white; width: 100%; height: 100%;\" role=\"presentation\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2024\/09\/how-unolo-reduced-customer-churn-by-up-to-1-with-userpilot-nps-survey-2_b2c62e2cfb1495e1182eafd71298d25b_2000.png\" \/><\/div>\n<\/div>\n<\/div>\n<\/div>\n<p>&nbsp;<\/p>\n<\/div>\n<\/div>\n<\/figure>\n<h2 id=\"6dlm2\">How to collect customer engagement analytics data?<\/h2>\n<p>Here are four proven ways to collect accurate and relevant data for customer engagement analytics.<\/p>\n<h3 id=\"153f4\">Track in-app interactions to understand how customers are engaging with your product<\/h3>\n<p><a href=\"https:\/\/userpilot.com\/blog\/improve-feature-discovery-product-adoption\/\">Tracking customer interactions<\/a> within your product is a great way to collect data about customer engagement and find how users spend their time on your product.<\/p>\n<p>For example, you can see where users\u2019 cursors are hovering or clicking the most.<\/p>\n<p>With Userpilot&#8217;s auto-capture, you can easily <a href=\"https:\/\/userpilot.com\/blog\/product-usage-analytics-saas\/\">track all kinds of interactions<\/a> automatically.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/event-autocapture-dashboard_be5e7e2de1afcceef94ab9e6bdb25503_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/event-autocapture-dashboard_be5e7e2de1afcceef94ab9e6bdb25503_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/event-autocapture-dashboard_be5e7e2de1afcceef94ab9e6bdb25503_800.png\" \/><\/picture><\/figure>\n<h3 id=\"dmlcr\">Group events to track engagement across a specific customer journey<\/h3>\n<p>Grouping events is a technique that allows you to track and analyze how customers interact across specific customer journeys.<\/p>\n<p>Instead of looking at isolated actions, you can combine related events into meaningful sequences. This helps you understand how users are progressing toward a desired outcome.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/create-custom-events-userpilot_daf54d0af2c0e3d3b92ee525d9098cdb_800.png 1x, https:\/\/images.storychief.com\/account_6827\/create-custom-events-userpilot_daf54d0af2c0e3d3b92ee525d9098cdb_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/create-custom-events-userpilot_daf54d0af2c0e3d3b92ee525d9098cdb_800.png 1x, https:\/\/images.storychief.com\/account_6827\/create-custom-events-userpilot_daf54d0af2c0e3d3b92ee525d9098cdb_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/create-custom-events-userpilot_daf54d0af2c0e3d3b92ee525d9098cdb_800.png\" alt=\"custom event Userpilot\" \/><\/picture><\/figure>\n<p>Let&#8217;s say your data shows that only 50% of users who create an account (&#8220;Account Created&#8221;) actually use your key feature (&#8220;Key Feature X Used&#8221;).<\/p>\n<p>By analyzing the event group, you discover that a large percentage are dropping off after the &#8220;Profile Completed&#8221; step. Further investigation (maybe using session recordings) reveals that the profile form is too long and confusing. Then you can focus your effort on simplifying the form.<\/p>\n<h3 id=\"7hfhm\">Use session replay to pinpoint reasons behind high and low engagement<\/h3>\n<p>Session recordings are a powerful tool for customer engagement analytics because they provide a visual, qualitative understanding of user behavior.<\/p>\n<p>Think of them as &#8220;over-the-shoulder&#8221; views of users interacting with your product or website. By watching these recordings, you can pinpoint the specific moments and actions leading to high and low engagement.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/collab-session-rec-userpilot_358531662630f1c0c10d5328c2d0e16d_800.png 1x, https:\/\/images.storychief.com\/account_6827\/collab-session-rec-userpilot_358531662630f1c0c10d5328c2d0e16d_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/collab-session-rec-userpilot_358531662630f1c0c10d5328c2d0e16d_800.png 1x, https:\/\/images.storychief.com\/account_6827\/collab-session-rec-userpilot_358531662630f1c0c10d5328c2d0e16d_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/collab-session-rec-userpilot_358531662630f1c0c10d5328c2d0e16d_800.png\" alt=\"userpilot session replay\" \/><\/picture><\/figure>\n<p>As our users put it:<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/userpilot-session-replay-testimonial_ec07c1949ea60d3bd15c65f59f05de95_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/userpilot-session-replay-testimonial_ec07c1949ea60d3bd15c65f59f05de95_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/userpilot-session-replay-testimonial_ec07c1949ea60d3bd15c65f59f05de95_800.png\" alt=\"userpilot session replay testimonial\" \/><\/picture><\/figure>\n<h3 id=\"b5a8r\">Send surveys to collect direct feedback from customers<\/h3>\n<p>Do you want to understand customer engagement? Then you need to ask your customers directly.<\/p>\n<p>But don&#8217;t just send out random surveys and hope for the best, you should be strategic about it: Think of key moments in the customer journey like post-onboarding, after a new feature release, or even after a support interaction.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/onboarding-survey-customer-effort-score-survey_a5c65eda6723c6df7ba272e7906e297d_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/onboarding-survey-customer-effort-score-survey_a5c65eda6723c6df7ba272e7906e297d_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/onboarding-survey-customer-effort-score-survey_a5c65eda6723c6df7ba272e7906e297d_800.png\" alt=\"userpilot onboarding survey\" \/><\/picture><\/figure>\n<p>It&#8217;s also a good practice to combine close-ended and open-ended questions so you know why customers give a certain rating or score.<\/p>\n<h2 id=\"62rn4\">How to leverage analytics data and improve customer engagement<\/h2>\n<p>Now that you know how to collect data effectively, here are four strategic ways you can use it to improve customer engagement.<\/p>\n<h3 id=\"gbmp\">Segment customers based on engagement and send personalized marketing messages<\/h3>\n<p>With the data you\u2019ve collected, you are likely to see that your existing customers have varying engagement levels with your product, which can be used for <a href=\"https:\/\/userpilot.com\/blog\/customer-segmentation\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer segmentation<\/a>.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/userpilot-customer-segmentation_b99060dde0cb43a59832a8ff5a686f95_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-customer-segmentation_b99060dde0cb43a59832a8ff5a686f95_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/userpilot-customer-segmentation_b99060dde0cb43a59832a8ff5a686f95_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-customer-segmentation_b99060dde0cb43a59832a8ff5a686f95_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/userpilot-customer-segmentation_b99060dde0cb43a59832a8ff5a686f95_800.png\" alt=\"Customer Segmentation with Userpilot\" \/><\/picture><\/figure>\n<p>With this, you can create precise segments consisting of inactive customers, regular users, and highly engaged users. You can then send them personalized messages and create custom flows relevant to their use case.<\/p>\n<p>For example, you can encourage your regular users to switch to the next tier, unlock more features, and gradually become power users.<\/p>\n<h3 id=\"19qrr\">Implement a loyalty program to engage loyal customers and make them power users<\/h3>\n<p>Your product\u2019s <a href=\"https:\/\/userpilot.com\/blog\/customer-loyalty-and-retention\/\">most loyal users<\/a> deserve to be treated specially. You can do this through loyalty programs that award highly engaged customers. This keeps them even more engaged and motivated.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/create-conditional-nps-follow-up-with-userpilot_d5d399ba944e02dcaefe3592f30a2657_800.png 1x, https:\/\/images.storychief.com\/account_6827\/create-conditional-nps-follow-up-with-userpilot_d5d399ba944e02dcaefe3592f30a2657_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/create-conditional-nps-follow-up-with-userpilot_d5d399ba944e02dcaefe3592f30a2657_800.png 1x, https:\/\/images.storychief.com\/account_6827\/create-conditional-nps-follow-up-with-userpilot_d5d399ba944e02dcaefe3592f30a2657_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/create-conditional-nps-follow-up-with-userpilot_d5d399ba944e02dcaefe3592f30a2657_800.png\" alt=\"NPS follow up image with incentive to leave reviews userpilot\" \/><\/picture><\/figure>\n<p>You can also nudge them to become your power users if they aren\u2019t already. \u201cPower users\u201d are your most valuable users who have reached full product activation, i.e., they are subscribed at the highest possible tiers, have access to all the features, and use your product regularly.<\/p>\n<h3 id=\"3n382\">Identify lapsed customers and try to re-engage them<\/h3>\n<p>Customer segmentation grants you opportunities to identify lapsed or inactive customers and re-engage them. As they are not using the app, you can send them an email in an attempt to win them back.<\/p>\n<p>Here\u2019s how Eversign sends one.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/re-engagement-email-by-eversign_097a2611ebaa0e2963beed55c6640f4e_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/re-engagement-email-by-eversign_097a2611ebaa0e2963beed55c6640f4e_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/re-engagement-email-by-eversign_097a2611ebaa0e2963beed55c6640f4e_800.png\" alt=\"Re-engagement Email by Eversign\" \/><\/picture><\/figure>\n<p>Additionally, you can ask your customers what aspects of your product made them lose interest. This can be sent as a cancellation email once users have churned completely or be included in the re-engagement email.<\/p>\n<p>With this insight, you can create a smarter <a href=\"https:\/\/userpilot.com\/blog\/saas-win-back-email-campaign-examples\/\">win-back strategy<\/a> to bring them back to the app.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Thinking of using customer engagement analytics to improve customer relationships and increase user engagement? Here is how to collect data for customer engagement analytics properly.<\/p>\n","protected":false},"author":55,"featured_media":260945,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[488],"tags":[332,316],"class_list":["post-16134","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-user-engagement","tag-customer-engagement","tag-user-engagement"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Customer Engagement Analytics: Collect Data &amp; Increase Engagement<\/title>\n<meta name=\"description\" content=\"Customer engagement analytics provides you with insights about your customer base. This will allow you to boost user engagement, satisfaction, and loyalty.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/userpilot.com\/blog\/customer-engagement-analytics\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Engagement Analytics: Collect Data &amp; Increase Engagement\" \/>\n<meta property=\"og:description\" content=\"Customer engagement analytics provides you with insights about your customer base. This will allow you to boost user engagement, satisfaction, and loyalty.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/userpilot.com\/blog\/customer-engagement-analytics\/\" \/>\n<meta property=\"og:site_name\" content=\"Thoughts about Product Adoption, User Onboarding and Good UX | Userpilot Blog\" \/>\n<meta property=\"article:published_time\" content=\"2024-11-16T17:14:17+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-04-03T13:01:12+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2022\/11\/customer-engagement-analytics-how-to-collect-analytics-data-and-increase-customer-engagement_5c47127936470282204e2695bfb8c90f_2000.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1876\" \/>\n\t<meta property=\"og:image:height\" content=\"1228\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Linh Khanh\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Linh Khanh\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"13 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/userpilot.com\/blog\/customer-engagement-analytics\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/userpilot.com\/blog\/customer-engagement-analytics\/\"},\"author\":{\"name\":\"Linh Khanh\",\"@id\":\"https:\/\/userpilot.com\/blog\/#\/schema\/person\/837ad6c051bf4373e42a8e0091d3d691\"},\"headline\":\"Customer Engagement Analytics: How To Collect Analytics Data and Increase Customer Engagement\",\"datePublished\":\"2024-11-16T17:14:17+00:00\",\"dateModified\":\"2026-04-03T13:01:12+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/userpilot.com\/blog\/customer-engagement-analytics\/\"},\"wordCount\":1804,\"commentCount\":0,\"image\":{\"@id\":\"https:\/\/userpilot.com\/blog\/customer-engagement-analytics\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2022\/11\/customer-engagement-analytics-how-to-collect-analytics-data-and-increase-customer-engagement_5c47127936470282204e2695bfb8c90f_2000.png\",\"keywords\":[\"customer engagement\",\"user engagement\"],\"articleSection\":[\"User Engagement\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/userpilot.com\/blog\/customer-engagement-analytics\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/userpilot.com\/blog\/customer-engagement-analytics\/\",\"url\":\"https:\/\/userpilot.com\/blog\/customer-engagement-analytics\/\",\"name\":\"Customer Engagement Analytics: Collect Data & Increase Engagement\",\"isPartOf\":{\"@id\":\"https:\/\/userpilot.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/userpilot.com\/blog\/customer-engagement-analytics\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/userpilot.com\/blog\/customer-engagement-analytics\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2022\/11\/customer-engagement-analytics-how-to-collect-analytics-data-and-increase-customer-engagement_5c47127936470282204e2695bfb8c90f_2000.png\",\"datePublished\":\"2024-11-16T17:14:17+00:00\",\"dateModified\":\"2026-04-03T13:01:12+00:00\",\"author\":{\"@id\":\"https:\/\/userpilot.com\/blog\/#\/schema\/person\/837ad6c051bf4373e42a8e0091d3d691\"},\"description\":\"Customer engagement analytics provides you with insights about your customer base. 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