When in the customer dashboard you will notice that there is a field for “rating” that has 4 grades that are displayed on the customer page and customer dashboard, this rating is based on the customer’s engagement with communications made.

Here’s a breakdown of the engagement levels and what they mean:

A – Customer opens messages and responds consistently

B – Customer opens messages and responds occasionally.

C – Customer opens messages but responses are scarce.

D – Customer does not open messages or respond.