Customer Scores
Customer scores help you understand the value and potential of each customer. Bookora calculates multiple scores to give you a complete picture.
Lead Score
The lead score measures how likely a lead is to become a paying customer. It is calculated based on:
- Response to AI qualification questions
- Service fit (how well their needs match your services)
- Budget indicators (discussing pricing, asking about packages)
- Urgency (looking to book soon vs. just browsing)
- Engagement level (responsiveness, questions asked)
Engagement Score
The engagement score measures how actively a customer interacts with your business:
- Booking frequency (how often they book)
- Communication response rate (opens, clicks, replies)
- Referral activity (whether they refer others)
- Review behavior (leaving reviews or ratings)
- Social media engagement (following, sharing)
Revenue Potential
Revenue potential estimates the future value a customer can generate:
| Score Range | Potential | Action |
|---|---|---|
| 80-100 | High Potential | Upsell, VIP treatment, referral ask |
| 50-79 | Medium Potential | Nurture, cross-sell, increase frequency |
| 0-49 | Low Potential | Maintain service, reduce cost to serve |
Combined Score
The combined customer score aggregates all individual scores into a single metric (0-100). This score is displayed on every customer profile.
Combined Score Components:
- Lead Score: 35% weight
- Engagement Score: 25% weight
- Revenue Potential: 25% weight
- Customer LTV: 15% weight
Using Scores in Workflows
Customer scores can trigger automated workflows:
- High lead score → Trigger urgent follow-up and priority booking
- Low engagement score → Start re-engagement campaign
- High revenue potential → Assign to VIP treatment workflow
- Score drop → Alert team to intervene
Tip
Review customer scores weekly to identify high-value opportunities and at-risk customers early. Use scores to prioritize your team's time on customers who need attention.