Performance Metrics
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      Engagement

      The Engagement section of the Metrics tab focuses on how customers interact with your business, as well as your engagement score.

      Selecting the Time Period


      • You can filter what period of time you want to view by clicking on the Current Period drop-down menu at the top left of the page.
      • You can compare your current period to another period of time by clicking the Compare to drop-down menu.
      • You can use the Timeframe drop-down menu to select how specific you want the data below to be.

      Drilling Down


      In any metric, you can left-click on any value shown in a box, table or graph and select Drill. This will give you a full breakdown of that specific value.

      Downloading Metrics

      You can download any or all of the metrics in this page as an Excel, CSV, or PNG file directly to your PC.


      To download a specific metric:

      1. Click on the three dots icon download-Apr-08-2025-10-31-06-2804-PM on the top-right of the metric box.
      2. Click Download.
      3. Under File type, select Excel (XLSX), CSV, or PNG.
      4. Click Download.

      To download all the metrics on this page:

      1. Click on the download icon download2 at the bottom-right of the page.
      2. Under Format, select the file type you prefer (PNG, Excel, CSV, or PDF).
      3. Click Create File.
      4. Click Download when the file is ready.

      Engagement Metrics


      Engagement Score


      The Engagement Score metric quantifies customer interactions per repair order in the Kimoby Dealership System, directly impacting customer spending.

      The score is calculated by the number of interactions with a customer from the time their repair order is opened until it is closed, for customer pay and warranty work..

      For example, after a customer’s repair order is opened, you have the following interactions with the customer within Kimoby:

      • The advisor introduction automation is sent. The customer replies.
      • You send the customer a walk-around video. The customer replies.
      • You send the customer an estimate for additional work. The customer replies.
      • You provide an update on the status of their vehicle. 
      • You let the customer know their vehicle is ready. The customer replies.
      • You send the customer a payment request.
      • You thank the customer for completing payment.

      This is a total of 11 interactions, so your Engagement Score is also 11.


      Customer Pay by Engagement Score


      The Customer Pay by Engagement Score graph shows how your Engagement Score relates to your customer pay work orders amounts. Generally, you’ll notice a trend that higher Engagement Scores correlate to higher customer pay work order amounts.


      The yellow line represents the repair order count for each "Engagement Score" level, helping you determine if increased engagement is needed based on where most of your repair orders fall.



      Message Types Breakdown

      The Message Types Breakdown chart shows what types of message were sent for the selected time period, between Manual, Automation, and Kimoby.


      Kimoby messages are automated, but not necessarily as a result of an automation, such as an after-hours message (message automatically sent if a customer texts outside your business hours).



      Payments Status

      The Payments Status chart shows what the status of your payment requests were for the selected time period, between Paid, Unpaid, and Voided.


      Payments Engagement


      The Payments Engagement metric shows you how often customers are paying their invoices using the payment links you’re sending them.


      The Median Time to pay shows the median (the middle value in a set of numbers) amount of time it takes a customer to pay for their invoice after the payment request is sent to them.


      Estimates Engagement


      The Estimates Engagement metric shows you how often customers are replying to you after a Kimoby estimate is sent to them.


      The Median Response Time shows the median (the middle value in a set of numbers) amount of time it takes a customer to reply after a Kimoby estimate is sent to them.


      Customer Satisfaction


      The Customer Satisfaction metric shows the average percentage of positive sentiment detected in customer replies to your CSI follow-up automations.


      The yellow line represents the number of customer CSI follow-up responses for each month over the given time period.