The adoption score is a single number that you can use to identify which customers may be in need of additional training, support, or other services.
On a scale from 0-100, the adoption score tells you how effectively a customer is using G Suite: Gmail, Drive and Editors (Docs, Sheets, Slides), Hangouts, and Calendar. It measures key activities for each app—such as whether users are:
- Sending more than 25 emails a day
- Participating in video Hangouts, or scheduling Calendar events
- Sharing files in Drive, or receiving shared files
- Using multiple editors (Docs, Sheets, Slides)
For each app area, the adoption score also compares current usage to benchmarks set by healthy peer customers (customers of a similar size and age). These benchmarks are targets for a customer to aim for.
View the adoption score
- Sign in to the Reseller console.
- On the Customer List page, the adoption score appears in the Adoption column at far left. A second number shows the score change since the data was last updated.
Note: A customer must have used G Suite for at least 90 days and have at least 5 seats to generate an adoption score.
On the Customer Details page, you’ll see the adoption score, recent changes to the score, and Tips that you can share with your customer on how to raise their score. You can also view detailed graphs of the data that goes into the overall adoption score.
- Click a customer to go the Customer Details page.
- Below the Adoption score section, click Show detailed graphs to display all adoption score information.
Updates shows the largest recent changes in the adoption score. The top two changes in user activity are shown, and the amount the adoption score has increased or decreased because of that change.
The overall score factors in key actions across the four core apps: Drive and editors (Docs, Sheets, Slides, Forms), Calendar, Hangouts, and Gmail. The overall score is ranked as Bad (0-50), Good (51-80), or Excellent (81-100). Some important points about adoption score:
1) The least-used product is dropped in calculating the overall score
Not every customer uses every G Suite product, or uses the products the same way. A customer with high adoption for 3 out of 4 core apps can still be a healthy G Suite customer. The adoption levels for all products are shown in the Detailed graphs, but the lowest product score isn’t factored into the overall score.
2) Customers are compared to their peers (customers of a similar size and age) when calculating adoption score. This has two potential effects on the score:
- Adding more seats may put a customer into a new peer group. Being compared with a different peer group may drastically change the adoption score.
- Even if a customer’s usage levels go up, their adoption score may go down. If the customer’s entire peer group sees an even greater increase in usage, then this customer’s score may stay the same or even go down, relative to their peer group.
Tips are suggestions on how a customer can effectively use the core Google Cloud Apps in real-world business situations. Next to each tip is a link to a short tutorial in the G Suite Learning Center that describes a new and useful way to integrate G Suite into the customer’s business.
Each tip delivers specific information focused on a particular Google Cloud app: Gmail, Drive and Editors, Hangouts, or Calendar. The tips are designed to broaden and deepen the customer’s knowledge of each core app, and promote higher adoption of the entire Google Cloud Apps suite.
View usage levels and benchmarks for each app
The detailed graphs show usage levels for 10 key activities across the 4 core G Suite products: Drive and Editors (4), Gmail (3) Hangouts (2), Calendar (1).
- The numbers at the top of each graph show the current usage level for each color-coded activity (measured over the last month).
- A line in the graph with the same color shows usage level for this activity over time (up to 15 months).
- A dotted line of the same color shows the peer benchmark for this activity. This benchmark represents the usage level for healthy peer customers (highly-adopted customers of a similar size and age).
To compare current usage level with the target usage level:
- Hover the mouse at any point on a solid-colored line, over any date point. A popup window compares the customer’s performance against that of a healthy peer customer.
You can download adoption score details in PDF format to share with your customer. The PDF report contains graphed adoption information for each app area.
- Click on a customer to open the Customer Details page.
- In the Adoption score section, at top right, click Download report.
This feature is available with G Suite Enterprise, Business, or Basic edition. (Compare editions)
The adoption score and adoption metrics are available for:
- Customers with 5+ users
- Customers that have used G Suite for over 90 days
The adoption metrics are presented per customer, not by organization unit or subscription type.
Why don’t I see an adoption score for my customer?
Also, if your customer hasn't granted you management access, you won’t see any adoption score metrics for that customer.
What is the adoption score based on?
Adoption score is based on data about how much a customer's users are active in the core G Suite: Gmail, Calendar, Hangouts, Drive and Editors.
My customer has a bad score—what should I do?
Work with your customer to educate them about new ways they can use their core G Suite in their business processes. For ideas on how to increase app usage, see these topics:
- Increase your Gmail adoption score
- Increase your Drive & Editors adoption score
- Increase Hangouts adoption score
- Increase your Calendar adoption score
Which apps are the most important to use?
Reaching the benchmark usage level in any app will likely increase the overall adoption score. The more benchmarks that are met, the higher the total score.
My customer achieved high adoption for one app, but their adoption score didn’t change—why not?
The adoption score reflects a customer's progress towards high adoption. However, if a customer reaches a usage level that they were already very close to achieving, they may only experience a marginal (less than 1) change in adoption score.
Why are there points missing from the adoption score graph?
We want to provide only accurate, verified data on adoption levels over time. A data gap is unlikely, but in the event that no data is gathered for a particular period of time, we’ll show a gap in the graph rather than estimating usage for that interval.
Why are these particular user activities important?
Our data shows that the benchmarks for these specific user activities are tipping points for product adoption. If met, the product is likely to spread throughout the entire organization.
Is adoption score available for add-on products like Vault or Drive Storage?
No. Adoption score is only available for G Suite and G Suite Business Editions. Also, note that the adoption score applies to customer domains as a whole, not to individual subscriptions or organizational units.
What happens if the customer meets all their usage goals?
Their adoption score will be 100!