Abstract: A method and system for determining and improving the engagement between a customer and a company offering products and/or services is disclosed. As part of the process, a customer engagement score (“CES”) is calculated. The CES is a composite number that is used to measure how engaged and loyal a company's customers are. Each customer has their unique CES based on activity, relationship, usage of company product and services, rewards and their emotional and rational engagement with the company. Based on the CES, at least one recommended action to improve customer engagement is provided.