Engagement Score
What It Is
Every fan in your database has an engagement score from 0 to 100. This score is a real-time composite measure of how active and engaged the fan is with your content, marketing, and releases.How It Is Calculated
The engagement score weighs recent activity more heavily than older activity. A fan who was very active six months ago but has gone silent will see their score decline over time. A fan who just started engaging will see their score climb quickly. Factors that increase the score:| Activity | Impact |
|---|---|
| Pre-saving a release | High |
| RSVPing to an event | High |
| Purchasing merch | High |
| Replying to SMS | Medium |
| Opening an email | Low-Medium |
| Clicking a link in an email | Medium |
| Clicking a smart link | Low-Medium |
| Completing a flow step | Low |
| Engaging with Instagram DM | Medium |
| Factor | Impact |
|---|---|
| Time without activity (inactivity decay) | Gradual decline |
| Opting out of a channel | Moderate drop |
| Email bounces | Slight drop |
Reading the Score
| Score Range | What It Means |
|---|---|
| 80-100 | Superfan. This person is deeply engaged and likely shows up for everything. |
| 60-79 | Highly engaged. Active across multiple touchpoints. A strong supporter. |
| 40-59 | Moderately engaged. Interacts occasionally but not consistently. |
| 20-39 | Low engagement. May have signed up but is not very active. |
| 0-19 | Dormant. Either new with no activity yet, or has gone quiet. |
Where You See It
The engagement score appears in several places:- Fan Directory (as a column you can sort by)
- Fan Profile header (as a circular progress indicator)
- List stats (as an average across list members)
- Flow conditions (to branch based on engagement level)
VIP Tier System
How It Works
While the engagement score measures current activity, the VIP tier reflects cumulative loyalty. Fans earn tokens for various actions, and their total token count determines their tier. Think of tokens like frequent flyer miles — they accumulate over time and unlock progressively better rewards.The Five Tiers
| Tier | Token Threshold | Description |
|---|---|---|
| Bronze | 0 tokens | The starting tier for every new fan. Everyone begins here. |
| Silver | 100 tokens | Early-stage engaged fans who have taken a few meaningful actions. |
| Gold | 500 tokens | Consistently engaged fans who regularly interact with your music and marketing. |
| Platinum | 2,000 tokens | Highly engaged superfans who show up across multiple channels and touchpoints. |
| Diamond | 10,000 tokens | Your most dedicated fans. The ones who have been with you through thick and thin. These are rare and precious. |
Tier Progression Example
Here is what a fan’s journey to Diamond might look like:- Sign up via pre-save — earns 50 tokens (Bronze, 50 total)
- Opens 3 emails — earns 15 tokens (Bronze, 65 total)
- RSVPs to a show — earns 30 tokens (Bronze, 95 total)
- Clicks a link in an email — earns 10 tokens (Silver! 105 total)
- Buys a t-shirt — earns 100 tokens (Silver, 205 total)
- Completes profile — earns 25 tokens (Silver, 230 total)
- Pre-saves another release — earns 50 tokens (Silver, 280 total)
- Refers a friend — earns 200 tokens (Silver, 480 total)
- Opens 4 more emails — earns 20 tokens (Gold! 500 total)
- …continues engaging over months…
- Reaches 2,000 tokens — Platinum!
- …continues as a dedicated fan for a year or more…
- Reaches 10,000 tokens — Diamond!
How Fans Earn Tokens
Every meaningful action earns tokens. Here are the default token values:Release & Events
| Action | Default Tokens |
|---|---|
| Pre-save a release | 50 tokens |
| RSVP to an event | 30 tokens |
| Attend an event (if tracked) | 75 tokens |
Purchases
| Action | Default Tokens |
|---|---|
| Merch purchase | 100 tokens |
| High-value purchase (over $50) | 150 tokens |
Email Engagement
| Action | Default Tokens |
|---|---|
| Open an email | 5 tokens |
| Click a link in an email | 10 tokens |
SMS Engagement
| Action | Default Tokens |
|---|---|
| Reply to an SMS | 15 tokens |
| Click a link in an SMS | 10 tokens |
Profile & Social
| Action | Default Tokens |
|---|---|
| Complete their profile | 25 tokens |
| Refer a friend | 200 tokens |
| Share on social media | 25 tokens |
Bonus Events
| Action | Default Tokens |
|---|---|
| Birthday bonus | 100 tokens (awarded annually on their birthday) |
| Anniversary bonus | 150 tokens (awarded on the anniversary of becoming a fan) |
| First interaction in 30 days | 10 tokens (re-engagement reward) |
Note: Token values shown above are defaults. You can customize every value in Settings.
Reward Modes
Fanaura offers four reward modes that control how quickly fans progress through tiers. The right mode depends on the size of your fan base and how exclusive you want higher tiers to feel.Conservative Mode
Timeline to Diamond: Approximately 3 years of consistent engagement. Best for artists with large, established fan bases who want Diamond to feel truly exclusive. Only the most dedicated, long-term fans reach the top.Balanced Mode (Default)
Timeline to Diamond: Approximately 1.5 years of consistent engagement. The recommended starting point for most artists. Rewards loyalty without giving everything away too quickly. Fans feel steady progress.Generous Mode
Timeline to Diamond: Approximately 6 months of consistent engagement. Best for newer artists building their fan base or for short, intense campaign periods (like an album cycle). Fans see fast progress, which can drive early excitement and engagement.Custom Mode
Set your own token values for every action and your own thresholds for every tier. Full control for artists or managers who want to fine-tune the system.Configuring Tier Rewards
Tiers are more than just labels — they can unlock real perks for your fans. You configure what each tier earns in Settings → Fan Rewards.Reward Ideas by Tier
| Tier | Reward Ideas |
|---|---|
| Bronze | Welcome message, free digital download, access to fan community |
| Silver | Early access to ticket pre-sales (30 minutes before general), 10% merch discount code |
| Gold | Priority ticket access (1 hour early), 15% merch discount, exclusive behind-the-scenes content |
| Platinum | First access to tickets (24 hours early), 20% merch discount, exclusive livestream invites, signed merch lottery |
| Diamond | VIP meet & greet access, free merch item per tour, 25% lifetime discount, personal thank-you message from artist, exclusive Diamond-only events |
Setting Up Rewards
- Go to Settings → Fan Rewards.
- Click on a tier to expand its reward configuration.
- For each tier, you can set:
- Reward Name — A short label (e.g., “15% Merch Discount”)
- Reward Description — Details the fan will see (e.g., “Use code GOLD15 at checkout”)
- Reward Type — Discount code, early access, content unlock, or custom
- Automation — Optionally trigger a flow when a fan reaches this tier
- Click Save.
Communicating Rewards to Fans
When a fan reaches a new tier, you can automatically:- Send a congratulations email — “You just hit Gold! Here’s what that unlocks…”
- Send an SMS — “Welcome to Platinum! You now get 20% off all merch. Code: PLAT20”
- Enroll them in a tier-specific flow — A multi-step welcome to their new tier with all the perks explained
- Update their fan portal — If you have a fan portal, their tier badge and available rewards update automatically
Customizing Token Values
Adjusting Individual Actions
- Go to Settings → Fan Rewards → Token Configuration.
- You will see a list of every token-earning action with its current value.
- Click any value to edit it.
- Enter the new token amount.
- Click Save.
Adjusting Tier Thresholds
- Go to Settings → Fan Rewards → Tier Thresholds.
- You will see the current token requirement for each tier.
- Edit any threshold.
- Click Save.
Caution: Lowering a threshold may instantly promote fans who were previously below it. Raising a threshold may demote fans who are now below the new bar. Fanaura will show you a preview of how many fans would be affected before you save.
Using VIP Tiers in Your Marketing
In Blasts
Target blasts by VIP tier:- Send exclusive content only to Gold+ fans
- Send re-engagement campaigns only to Bronze fans who have been inactive
In Flows
Use tier as a condition:- If tier is Platinum or Diamond → Send VIP ticket link
- If tier is Bronze → Send a “Here’s how to level up” message
- When tier changes → Trigger a congratulations flow
In Lists
Create dynamic lists based on tier:- “Superfans” list: Platinum + Diamond fans
- “Engaged Fans” list: Gold+ fans
- “Need Re-Engagement” list: Bronze fans with engagement score below 20
In Smart Links
Show different content based on tier:- Diamond fans see the VIP landing page with early access
- Bronze fans see the standard page with a call to action to engage more
Viewing VIP Data
On Fan Profiles
Each fan profile shows:- Current tier badge
- Total tokens earned
- Progress bar to next tier
- Token earning history
- Tier change history
On the Dashboard
The main dashboard includes a VIP overview widget showing:- Total fans at each tier
- Tier distribution chart
- Recent tier upgrades
- Average tokens earned this month
In the Directory
Sort or filter the Directory by VIP tier to quickly find fans at any level.Tips & Best Practices
- Do not set rewards you cannot deliver. If you promise a meet & greet for Diamond fans, make sure you can actually do it. Start with digital rewards (discount codes, early access links, exclusive content) and add in-person experiences as you grow.
- Celebrate tier upgrades publicly (with permission). A shoutout on social media — “Congrats to Sarah for hitting Diamond status!” — encourages other fans to engage more and shows that you notice your supporters.
- Use Generous mode for album launch campaigns. Switch to Generous mode for a 3-month album cycle to drive maximum engagement, then switch back to Balanced for the in-between period.
- Review your tier distribution monthly. If 90% of your fans are still Bronze, your token values might be too low or your calls-to-action are not clear. If 40% are already Diamond, your thresholds might be too low.
- Make Diamond truly special. Diamond should be rare — no more than 1-3% of your total fan base. These fans deserve your personal attention. Consider sending them a personal voice memo, a handwritten note, or an invite to something nobody else gets.
- Use engagement scores for timing. A fan with a high engagement score is more likely to convert on an ask (buy merch, buy tickets, share a link). Target high-engagement fans for your most important calls to action.
What’s Next
- Fan Profiles — See VIP data on individual fan records
- Fan Lists — Create tier-based segments
- Flow Builder — Automate tier upgrade rewards
- Settings — Customize token values and tier thresholds