What Is a Product Adoption Score?

A product adoption score measures how deeply a customer is using a product’s core features — not just whether they log in — usually expressed as a percentage or count of key features/workflows actively in use versus available. It answers “are they getting value,” not just “are they present.”

Why it’s different from login activity

A login tells you someone opened the app. An adoption score tells you what they did once inside. An account can log in every day and still have a low adoption score if they never touch the features that actually drive their results — which makes adoption a more precise (though harder to measure) churn predictor than login frequency alone.

What it typically tracks

For a software product with configurable automation, adoption scoring usually counts things like: number of active workflows or automations, breadth of features touched versus features available, and depth of use within each feature (a workflow that runs occasionally vs. one central to daily operations).

In a GoHighLevel context

For a GHL sub-account, product adoption means tracking workflow count, automation activity, and feature breadth across the account — distinguishing a sub-account running 40+ active workflows from one that activated the platform and never built anything. The second account is showing every sign of paying for software it isn’t using, which is exactly the pattern that precedes a cancellation, often well before login activity alone would flag it.