Using our empathic personalization framework, Dynamic Yield calculates empathy scores and assigns them to your audiences. These scores reflect the audience's health and the members' emotional connection to your brand. You can use these scores to easily identify audiences that require attention, compare audiences to prioritize personalization efforts and identify opportunities, and track audience score improvement over time.
You can see these scores in the audience manager, and hover over them to get a breakdown of the empathy states that make up the score.
Note: Audience empathy scores don't apply to session-based audiences, or to the empathic audiences themselves.
Calculating empathy scores
Audience empathy scores are dynamic and adaptive according to industry and each website’s unique consumer behavior.
To calculate the scores, we first determine weights for every empathy state (curious, interested, focused, satisfied) at the section level, and then, each audience is analyzed individually and broken down by empathy states. Each state’s proportion (fraction) is multiplied by its corresponding section weight, and then all the results are added up, and the score is normalized on a 1-100 scale.