Active User Percentage

What It Is

This metric tracks the proportion of users in an account who are actively engaging with your product. It’s your go-to measure for understanding how deeply your product is embedded into a team’s workflow.

Why It Matters

Broad adoption equals healthier accounts.

• High percentages mean your product isn’t just a tool for one person—it’s a team-wide habit.

• Low percentages signal risk: if only a few users are active, the account is more likely to churn.

For renewals and expansions, this metric is a game-changer—it shows whether your product is indispensable or at risk of being shelved.

How It’s Measured

Active User Percentage is calculated by comparing active users to total users in an account:

Formula:

Active User Percentage = (Active Users / Total Users) × 100

Example:

• 10 active users out of 50 total → Active User Percentage = 20%

• 40 active users out of 50 total → Active User Percentage = 80%

Signals to Watch

• Healthy Accounts: High percentages (e.g., 70%+) mean your product is widely adopted and embedded into the team’s routine.

• Warning Signs: Low percentages (e.g., below 30%), especially in larger accounts, suggest disengagement or reliance on a single champion user.

Who Uses It and How

• Customer Success Teams: Focus on improving this metric by identifying inactive users and encouraging broader adoption.

• Sales Teams: Use Active User Percentage to highlight account-wide value during renewals and identify upsell opportunities.

• Product Managers: Analyze this data to understand usage trends and prioritize features that drive broader team adoption.

Why It’s Part of Customer Health

At Accoil, Active User Percentage is a key indicator of an account’s overall health. It’s not just about how many users you have—it’s about how many are engaged. High percentages mean your product is woven into the team’s daily workflow, reducing churn risk and strengthening renewal conversations.

Because when everyone’s using your product, it’s not just software—it’s a solution the whole team relies on.