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Tracking cusomer engagment


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I have temperature banded my customers into segments based on activity. Hot (engaged 30 days)/Warm(60)/Cool(90), lapsed/lapsing etc.

I am trying to see if there is a report I can build in Klaviyo that would allow me to see customers movement from 1 segment to another, eg. lapsed to Hot, so xx customers have been re-engaged this month. I know there is the growth tool in the segments but that just shows how many have been included or left. Open to any ideas on this.

Thanks

 

Best answer by retention

Hey ​@Nic789, welcome to the community!

I think it’s great that you have the different engagement tiers.  Are each of your engagement tiers mutually exclusive?  Meaning, if a profile is in “Hot” they are also not in “Warm” and “Cool” etc. 

And how are each of these defined?  Because for most engagement tiers, you start from the top (e.g. Hot) and you eventually wane down to the lower engaged tiers.  So that means, the loss of one Segment should be equal or close to the addition of the next Segment Down.  For example, if 10 profiles leave “Hot”, then that should mean 10 people enter “Warm.”

I think doing the “Custom Property” that was mentioned here is a nice addition so that they are accessible at the Profile level, but I don’t see how that is any different than just seeing how many people are in each of your “Hot, Warm, etc” Segments at the moment.  But, in case you want to add that, here’s a reference doc on creating Custom Profile Properties Action in Flows:

The Custom Event (via a webhook) that has a timestamp of when each status was change might be helpful to see build a Segment of people who’s status changed form “Hot” to “Warm” though - so you can say, show me all the people who status went from “Hot” to “Warm” in the last 30 days (as oppose to people who is currently Hot or currently Warm).  The data is similar but it shows when those occurred over a range of time.

Here’s some information on how to set Custom Events via a Webhook Action that might be helpful:

Hope this helps!

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Timmy Solomon
Problem Solver III
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  • Problem Solver III
  • 19 replies
  • January 13, 2025

Hi @Nic789,

Great approach to tracking customer engagement with temperature-banded segments! While Klaviyo doesn’t have a direct report for tracking segment movement (e.g., from lapsed to Hot), you can use the following methods to analyze engagement trends:

1. Use the Segment Growth Report

  • Although the Growth Tool only shows how many profiles joined or left a segment, you can export this data over time and analyze customer movement across segments.
  • To do this:
    • Go to the Segment Growth Report for each band (e.g., Hot, Warm).
    • Export the data periodically (weekly/monthly) and compare profiles across bands.

2. Create Custom Engagement Properties

  • Add a Custom Profile Property (e.g., “Engagement Status”) to track which segment a customer belongs to (Hot, Warm, Cool, etc.).
  • Update the property using flows or manual tagging based on segment rules.
  • Over time, this property will show a history of how customers move between engagement bands.

3. Build a Flow to Capture Movement

  • Create a Triggered Flow that activates when a customer enters or exits a specific segment.
    • For example:
      • Trigger: When a profile joins the “Hot” segment.
      • Action: Add an event or custom tag (e.g., “Re-Engaged on [Date]”).
  • This way, you can track re-engagement events directly in Klaviyo’s flow analytics.

4. Export and Analyze Data

  • Periodically export segment data to a CSV file for analysis.
  • Use tools like Excel or Google Sheets to compare how customers move between segments over time.

Alternative Tools

If you need deeper insights, consider integrating Klaviyo with a BI tool (e.g., Tableau, Looker) to visualize customer segment movement trends.

Let me know if you’d like more detailed steps for any of these methods. Hope this helps!


retention
Partner - Platinum
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  • 2025 Champion
  • 920 replies
  • Answer
  • January 13, 2025

Hey ​@Nic789, welcome to the community!

I think it’s great that you have the different engagement tiers.  Are each of your engagement tiers mutually exclusive?  Meaning, if a profile is in “Hot” they are also not in “Warm” and “Cool” etc. 

And how are each of these defined?  Because for most engagement tiers, you start from the top (e.g. Hot) and you eventually wane down to the lower engaged tiers.  So that means, the loss of one Segment should be equal or close to the addition of the next Segment Down.  For example, if 10 profiles leave “Hot”, then that should mean 10 people enter “Warm.”

I think doing the “Custom Property” that was mentioned here is a nice addition so that they are accessible at the Profile level, but I don’t see how that is any different than just seeing how many people are in each of your “Hot, Warm, etc” Segments at the moment.  But, in case you want to add that, here’s a reference doc on creating Custom Profile Properties Action in Flows:

The Custom Event (via a webhook) that has a timestamp of when each status was change might be helpful to see build a Segment of people who’s status changed form “Hot” to “Warm” though - so you can say, show me all the people who status went from “Hot” to “Warm” in the last 30 days (as oppose to people who is currently Hot or currently Warm).  The data is similar but it shows when those occurred over a range of time.

Here’s some information on how to set Custom Events via a Webhook Action that might be helpful:

Hope this helps!


MANSIR2094
Problem Solver IV
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  • Problem Solver IV
  • 172 replies
  • January 13, 2025

Hello ​@Nic789 ,

 

To track customer movement between segments in Klaviyo, you can use the following approach:

  1. Export segment data for each time period you’re analyzing. For example, export the "Hot," "Warm," and "Lapsed" segments at the start and end of the month.
  2. Compare these CSV files in a tool like Excel or Google Sheets to identify customers who moved between segments. You can do this by matching email addresses and checking their segment status over time.
  3. To streamline this process, you could also use Klaviyo's built-in reporting tools to monitor trends in segment growth, though it won't directly show movement between segments.

While this requires manual effort for now, it will give you a clear view of re-engagement success. Let me know if you’d like more tips!


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  • Author
  • Contributor I
  • 1 reply
  • January 14, 2025

Thanks all, appreciate all the useful information


MANSIR2094
Problem Solver IV
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  • Problem Solver IV
  • 172 replies
  • January 14, 2025

You are welcome 🤗 ​@Nic789 hope that helped?