Volunteer Engagement Scoring

The engagement score is a single 0–100 number on each contact that summarizes how engaged that person is across email response, general activity, event participation, giving, and volunteering. It's made up of five components, each scaled according to weights your organization controls.

Adjusting weights

Go to Settings > Customizations and open the Engagement Score Weights card. Each component has its own weight, and the default split is:

Weights don't have to add up to exactly 100 — each component is scored independently on its own 0-to-weight scale, and the total is informational rather than a hard constraint.

The five components

1. Email — based on open and click rate bands, with points deducted for bounces or spam complaints. Higher engagement rates score more; bounces and complaints subtract from the total.
2. Activity — based on how frequently the contact has interacted over the last year, plus whether they've been active in the last 90 days.
3. Event — based on how many distinct events the contact has participated in over the last three years, with extra credit for participation in the current year.
4. Giving — based on how recently the contact made a net-positive donation (refunds are taken into account so a refunded gift doesn't count).
5. Volunteer — based primarily on credited, approved volunteer hours logged in the last 12 months:
   • 40+ hours: maximum points
   • 20–39 hours: high points
   • 5–19 hours: moderate points
   • Any hours above zero: minimal points
   • Zero hours: no points
   If your organization doesn't track credited hours, the system falls back to counting how many scheduled shifts the contact has signed up for instead.

Each component is first scored on its own fixed scale, then scaled proportionally to the weight you've assigned it — so raising a component's weight increases how much it can contribute to the overall score without changing how that component itself is calculated.

Where to view scores

• Report > Engagement — an org-wide report of every contact's score, with the ability to bulk-edit volunteer hours directly from the report.
• Contact record — shows the contact's overall engagement score.
• Score breakdown modal — opened from the contact record, shows exactly how much each of the five components contributed, including a dedicated blue "Volunteer" badge for the volunteer component.