Customer Success Engagement Metrics Operational

Contact Coverage

Contact Coverage: Average number of engaged contacts per active account.

Formula

Contact Coverage = Engaged contacts / Active accounts

Computable definition

The canonical formula in the GASP formula grammar. The MCP server compiles it to SQL over the datasets listed below.

count_distinct(field.contact_id where field.contact_engaged = true) / count_distinct(field.customer_id where field.customer_status = 'active')

Unit: ratio

Notes: Engaged contacts on the contact snapshot at period end over active accounts on the customer snapshot. An account with no contacts counts in the denominator.

Data requirements

Grain: Weekly snapshot · Frequency: Weekly · Aggregation: snapshot (week) · Staged: no · Main source: CRM.

Field	Dataset	Type
`contact_engaged`	contact	boolean
`contact_id`	contact	string
`customer_id`	customer	string
`customer_status`	customer	string
`snapshot_date`	contact	date
`snapshot_date`	customer	date

Example SQL (Postgres)

SELECT (CAST((SELECT COUNT(DISTINCT contact_id) FROM contact WHERE snapshot_date = :period_end AND contact_engaged = TRUE) AS DOUBLE PRECISION) / NULLIF((SELECT COUNT(DISTINCT customer_id) FROM customer WHERE snapshot_date = :period_end AND customer_status = 'active'), 0)) AS contact_coverage

From an agent: with the GASP MCP server, call lookup_metric({ "name": "Contact Coverage" }) or generate_query({ "metric": "Contact Coverage", "adapter": "<your adapter JSON>" }).

What It Tells You

Whether accounts depend on a single contact. An account with several engaged contacts is less likely to churn when one person leaves.

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