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Customer Engagement Ranking

The Customer Engagement Ranking (CER) is a percentile ranking of a title’s engagement level with our customers in relation to other titles published to Included with Prime (SVOD) via Prime Video Direct within a single territory.

CER is calculated at season level for episodic content and is calculated on an individual title level for standalone titles.

Impact on earnings

Included with Prime (SVOD) titles in most territories are compensated using Customer Engagement Ranking (CER). Refer to the rate card in your Digital License Agreement for a list of CER territories. Royalties from these territories are calculated every month based on a title’s CER, which can be viewed by downloading your monthly Earnings report.

CER is calculated using several objective factors, like unique customers and title popularity. Titles that engage a high number of current customers and new Prime members will likely have a higher CER. More viewing hours doesn't necessarily mean your titles will have a higher CER or compensation rate. Which customers engage with your titles and how they engage determines the CER. Each title’s CER sets a percentile rank that is used to calculate the compensation rate — higher CER titles earn higher compensation. The compensation rate is then multiplied by the number of hours streamed.

CER operates on a sliding scale, and titles with the highest CER are paid out at the highest rates. In most cases, only the very top performing titles earn toward the higher end of the compensation range. If your title has a below average CER, you earn closer to the lower end of the compensation range.

The CER for each title is calculated monthly and may change monthly based on a number of customer engagement factors. For example, a title’s CER in June only affects June earnings and a title’s CER in August only affect August earnings and so forth.

Factors that contribute to CER

CER is based on the way Prime customers view and interact with your title. More viewing hours doesn't necessarily mean your titles will have a higher CER or compensation rate.

CER is calculated based on multiple customer engagement factors which can include the following:

  • Unique Customers
    Titles that engage a high number of current customers and new Prime members are likely to have a higher CER.
  • Title Popularity
    Notable talent, relevant genres, an IMDb presence and rating, and box office performance.
  • Title Caliber
    Compelling and high-quality graphic assets, accurate and representative synopsis and metadata, localized subtitles and key art. For more information, review the publishing steps for standalone and episodic titles, art requirements, and caption (timed text) information.

Impact on Dashboard

The Customer Engagement Ranking (CER) for each title in your Included with Prime (SVOD) catalog is displayed in the downloadable Earnings report in your Dashboard. You will see final earnings (available about 30 days after the close of a month) and receive all performance metrics (minutes streamed, unique streams, etc.) for each title.

Best practices for customer engagement

While CER is based on customer inputs and engagement factors, there are many ways to potentially increase customer engagement. Refer to the following best practices:

  • Review Dashboard performance metrics to identify engagement trends, top performing titles, and more. Use these insights to bring additional selection and quality content for customers on Prime Video.
  • Align your programming with seasonal relevancy. (For key holidays, make sure that your relevant titles are published well in advance).
  • Provide accurate, crisp, clear and compelling title metadata (e.g., synopsis). Make sure you review our Content Policy Guidelines.
  • Create an IMDb page for your title. If your title already has an IMDb page, make sure production and award details are accurate and up-to-date.
  • Engage with your existing audience to promote your content available on Prime Video (e.g., social media). It is critical that your posts and promotions use accurate Amazon branding and approved language. See our branding guidelines, Graphic Assets Guide, and Social Media Guide for more information and tips.
  • Consider customers’ regional localization preferences. For example, you might consider dubbing your content when publishing to a territory with a localized audio preference. For more information, see Language requirements.

Note: The above list is provided as general guidance and isn't intended to guarantee an improvement in your title’s performance or customer engagement.

How to find a title's CER

CER for each title in your Included with Prime (SVOD) catalog is displayed in your downloadable Earnings report in your Dashboard. It's provided on a per-title/per-season level and can be viewed by downloading the prior month’s earnings performance in your Dashboard.

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