Brand Scorecard – Service: Consumer experience, engagement, and retention metrics for evaluating service brand performance

Brand Scorecard – Service Dataset The Brand Scorecard – Service dataset provides a comprehensive view of how consumers engage with and perceive service-based brands across multiple dimensions, including satisfaction, frequency of use, loyalty, and churn risk. It combines behavior-based metrics with attitudinal indicators to offer a data-driven snapshot of overall brand health within service sectors such as telecommunications, banking, insurance, streaming, or subscription-based software. This dataset is particularly valuable for teams looking to understand what drives retention, identify at-risk users, and benchmark performance across competing brands in a specific market. By tracking how often customers engage with services, how loyal they are, and how likely they are to switch providers, it becomes easier to tailor strategies that improve customer lifetime value and reduce attrition. Use Cases by Role Product Managers Identify which features are most used or underutilized Prioritize updates for segments with high churn risk Assess the effectiveness of service personalization efforts Marketing & CRM Teams Segment audiences based on brand affinity and referral likelihood Target promotions to users highly sensitive to pricing or discounts Design loyalty campaigns based on retention scores and churn risk Customer Support & Operations Benchmark satisfaction with service delivery and support responsiveness Track complaint resolution effectiveness over time Identify regional or demographic segments with higher dissatisfaction Strategy & Insights Teams Compare overall service performance across brands Forecast market penetration trends using acquisition and retention indicators Evaluate the effectiveness of personalization strategies on engagement Data Field Descriptions retail_channel_preference Indicates where the service is typically accessed—online, in-person, or a hybrid of both (e.g. bank branches vs. mobile apps). scorecard_id A unique identifier for each brand scorecard entry. overall_brand_score A composite score (1–100) reflecting the brand’s total performance based on satisfaction, engagement, and retention metrics. market_penetration_score The percentage of consumers currently using the brand’s services; a measure of market share within the target population. household_product_variety_index Tracks the number of different services from the same brand used within a household (e.g. internet + mobile + streaming). retail_channel_distribution Represents the balance or skew of usage across different access channels (e.g. online vs. in-person). promotion_responsiveness_index Measures how responsive users are to discounts, offers, or other promotions; helps gauge promotion elasticity. share_of_wallet Percentage of total spend within the category allocated to this brand, indicating user loyalty and value concentration. brand_affinity_score Quantifies consumer preference and emotional attachment to the brand. purchase_frequency_recency Tracks how often and how recently users have engaged with the service, indicating usage patterns. churn_risk_score Predicts the likelihood that a consumer will stop using the service in the near future. product_substitution_rate The percentage of users who switch between brands or substitute this brand with a competitor, indicating instability or dissatisfaction. new_customer_acquisition_rate Measures how many consumers started using the service in a given time period; a growth indicator. brand_loyalty_retention Captures the extent of repeat usage and brand commitment among current users. brand_engagement_market_presence Reflects visibility and consumer interaction with the brand in digital or physical environments. pricing_power_sensitivity Measures how sensitive users are to changes in service pricing—higher scores indicate lower tolerance to price increases. retail_distribution_strength Indicates how available or accessible the service is across platforms and regions. product_experience_consumption_fit Captures consumer satisfaction with how the service fits into their lifestyle, including usability and delivery quality. price_sensitivity_index Measures how overall pricing affects user behavior, including drop-off, switching, or plan changes. promotion_responsiveness_index (Repeated field) Measures how well promotional activities translate into engagement or conversion. product_substitution_rate (Repeated field) Shows how often users switch away from the brand due to price or service changes. bulk_purchase_behavior Percentage of users who purchase service bundles or long-term subscriptions to save money. brand_pack_preference_consumption_index Indicates which service tiers or bundles are most preferred by users. consumption_patterns_usage_frequency Measures how often the service is used; useful for identifying daily users vs. casual or infrequent users. share_of_wallet (Repeated field) Percentage of consumer spend allocated to this brand—duplicate entry in schema. shelf_visibility_availability_score N/A for service brands—generally refers to physical shelf presence; can be interpreted metaphorically for visibility in digital marketplaces. stockout_frustration_score Indicates user frustration with service interruptions, downtime, or feature outages. timestamp Date and time when the scorecard entry was recorded; useful for time series analysis and trend tracking.