Engagement rate measures how many customers interact with your feedback requests. If a customer opens the message, taps the link, and then gives a feedback answer, Praiseworthy counts that interaction as an 'engagement'. The percentage shows up against each staff member and across your business.
The number matters because of what sits behind it. A customer who was primed remembers the request before it arrives. The staff member reserved a spot in the customer's mind during the end-of-service hand-off chat. The customer then recognises the message and acts on it. A high engagement rate signals that those chats are happening.
A low engagement rate signals the opposite. The customer received the message but never expected it. No one mentioned feedback before leaving the site. The work may have been excellent, but the hand-off chat did not happen. Engagement rate makes that gap visible.
This is why
engagement rate is more useful than review count alone. Review count tells you the result.
Engagement rate tells you the behaviour driving the result. You see which staff members are 'priming' customers with the handoff chat, and which ones are skipping the conversation. You coach the behaviour, not just the number.
Engagement rate does not prove a conversation word for word. It measures the customer's response, not the staff member's script. But priming and engagement move together, because a primed customer is a customer who engages. When you see the rate climb, the chats are landing.
You can view individual engagement rate per staff member or location in their respective pages. See a 90-day insight into engagement trends for coaching insights.
