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Churn IQ - Video Engagement Dashboard

 

Cleeng identifies an engaged viewer as a subscriber who has logged in, went through an entitlement check and tried to access video content. Engagement level is measured by how frequent this occurs (1 entitlement check max per day) for a select time period or in other words, the number of days this occurs for a given subscriber.

Engagement Evolution

This chart gives you an aggregated view of the engagement level of your entire subscriber base. The engagement levels are classified by the number of days within a given period a subscriber accesses your content.

 

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  • Last 12 months:
    None: viewer had no engagement that month [0 days that month]
    Low: viewer engaged one or two days that month [1-2 days that month]
    Good: viewer engaged between three to five days that month    [3-5 days that month]
    High: viewer engaged six or more days that month [6+ days that month]

 

  • Last 30 days:
    None: viewer did not engage that day [0 days that day]
    Good: viewer engaged at least once that day [1+ days that day]

 

  • Last 12 weeks:
    None: viewer did not engage that week [0 days that week]
    Good: viewer engaged at least one or two days that week [1-2 days that week]
    High: viewer engaged two or more days that week [2+ days that week]

 

Engagement Levels (detailed table view):

Within the “Detailed Subscriber Table View” the engagement level is linked to the subscriber. See the data dictionary - frequency (detailed table view)  and engagement level (detailed table view) for an explanation of how this engagement level is calculated.

 

Detailed View

 

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Take Churn Mitigating Actions!

By segmenting your subscribers by the different levels of video engagement metrics you can experiment with a number of churn mitigating marketing actions such as offering a new viewer experience, suggesting new subscription offers or recommending upcoming relevant content at the right time. Download the CSV, segment further and take actions.

 

Engagement Dashboard Data Dictionary

 

  • Engaged subscriber - The count of each subscriber that triggered an entitlement in a specific date range (maximum count is 1 entitlement per day per user)
  • Engagement ratio - The total engaged subscribers divided by total number of subscribers that have been active in the selected period.
  • Engagement indicator - A visual smiley sign describing the overall engagement of the subscriber base. The conditions for each smiley depend on the engagement ratio.

 

  1. Happy subscriber base = engagement ratio >75%
  2. Satisfied subscriber base =  engagement ratio between 50%-75%
  3. Dissatisfied subscriber base= engagement ratio <50%

 

  • Detailed subscriber table view - A list of all managed subscribers defined by a user who had access to the service during the selected period.
  • Last engage date (CEST) - The last date that the subscriber logged in and went through an entitlement check before accessing video content. Central European Summer Time.
  • Engagement evolution - The engagement of the entire subscriber base grouped by (high, good, low, none) levels distributed over the selected time period (months, weeks, days).

 

-----------------start of engagement calculation section--------------

 

Engagement level - detailed table view

This metric classifies how engaged a subscriber is with your video content over the selected time period. The main categories are [high, good, low, none]. It’s calculated with the following formula.

 

Engagement scorex = total frequency (1 max entitlement check per days) / (time period)

 

Total frequency (days) for last 12 weeks

This metric measures how many days a subscriber has logged in and accessed a video. For example, a subscriber could have logged in, went through an entitlement check and accessed videos multiple times in a single day. This would be counted as a 1 frequency max. for a single day of engagement for the last 12 weeks and last 12 month.

 

Last 12 weeks:                                                               Engagement score = x
None: viewer did not engage that week                                       0<x<1
Good: viewer engaged at least one or two days that week             1<x<2
High: viewer engaged two or more days that week                          x>2

 

For Last 12 weeks

Freq (day)

1 day

0

1

0

3

0

0

1

1

0

4

0

Week #

1

2

3

4

5

6

7

8

9

10

11

12

 

Engagement score x = 11 total days/12 weeks  = 0.92 score

None level of engagement for last 12 weeks

 

Last 12 weeks

Freq. (day)

2 days

0

3

0

4

0

0

0

1

0

7

0

Week #

1

2

3

4

5

6

7

8

9

10

11

12

 

Engagement score x = 17 total days/12 weeks = 1.42 score

Good level of engagement for last 12 weeks

 

Last 12 weeks

Freq. (day)

7 days

7

7

5

4

3

3

2

1

1

0

1

Week #

1

2

3

4

5

6

7

8

9

10

11

12

 

Engagement score x = 41 total days/12 weeks = 3.41 score

High level of engagement for last 12 weeks

 

Total frequency for last 30 days

 

However, for last 30 days we count these differently. We count the number of entitlement checks separately in a single day. For example a subscriber who logs in and goes through 4 entitlement checks in a single day would be counted as a frequency of 4 for that day.

 

Engagement scorex = total frequency (total # of entitlement checks per day) / (time period)

 

Last 30 days:                                               Engagement score = x
None: viewer did not engage that day                         0<x<1
Good: viewer engaged at least once that day                x>1

 

For last 30 days we show the number of entitlement checks each day

 

 

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

Sunday

Week 1

1

0

0

1

2

3

0

Week 2

1

0

0

0

0

4

4

Week 3

0

0

1

1

5

2

0

Week 4

1

1

2

1

0

0

0

Week 5

0

2

         

 

Engagement score x = 32 entitlement checks/30 days = 1.06 score

Good level of engagement for last 12 weeks

 

For last 30 days we show the number of entitlement checks

 

 

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

Sunday

Week 1

0

0

0

1

2

3

0

Week 2

0

0

0

0

0

4

4

Week 3

0

0

1

1

5

2

0

Week 4

0

0

0

1

0

0

0

Week 5

0

2

         

 

Engagement score x = 26 entitlement checks/30 days = .87 score

None level of engagement for last 12 weeks

 

-----------end of engagement calculation section-------------

 

  • Active since (CEST) - The date a subscriber started his subscription. Central European Summer Time.
  • Package type - The package type the subscriber has signed up for. (free/paid)
  • Offer ID - The offer id of the subscriber’s plan. A subscriber can subscribe to multiple plans.
  • Current subscriber status - The latest status of a subscriber for his longest still active subscription in the selected period. Same as displayed in the subscriber report (active/cancelled/churned)
  • Unique video plays - This metric aggregates all of the unique videos for a given subscriber.
  • Total playtime - This metric reflects total number of hours a subscriber watched videos.

 

 

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