Per the article, the team would define activity, so presumably it should include some core functions and not just clicking in frustration. Second, low scores in

Per the article, the team would define activity, so presumably it should include some core functions and not just clicking in frustration. Second, low scores in this metric is designed to predict churn, which is a strong indicator of value to that customer. The article doesn’t spell this out, but if the activity is not predicting cancellations then it should be adjusted.