Hello! I'd like to know in your communities, which KPI's are you using measuring for measuring "success" of the community. We have lots of kpi's that we measure but we have not really that KPI or OMTM that says if the community is working or not. Can you give me your examples? thank you 🙂
This is actually a HUGE topic - and one that has many answers. Most of them depend on what goals you are trying to accomplish. At Microsoft, they measure Solution Rate, Time to Response, and Time to Resolution because they are more focused on support. At Qlik, they measure Active Members, Membership, and Engagement because they are focused on customer retention and onboarding. Here are a couple blogs/videos that discuss this:
https://community.khoros.com/t5/user/viewprofilepage/user-id/37 Jake is our resident expert for some reason I can't @ him here.
Definitely a big topic! Here is our particular example - we are a public-facing, B2B community, primarily for technical discussion. Our goal is user engagement, as we believe (but have yet to conclusively prove, admittedly) that engagement leads to happier customers / partners and to higher retention rates. We have chosen “monthly engaged users” as our north-star metric. We define an engaged user as someone who has posted and/or given kudos 2+ times in a given month. This is a fairly high bar of engagement for a public community, but we decided that a single post in a month and not coming back didn’t really count as “engaged.”
we also look at the whole funnel - page views, new registrations, & posts / kudos specifically. But our aim (most quarters, at least) is to move the “engaged users” number.
Hope this is helpful!