Thanks both and sorry for my delay in getting back here. So behavioral/context is great for me and our team but at the end of the day, you need some sort of metric to understand the outcome of these behavioral changes. For a support driven community, the 2 common questions are around findability and satisfaction but I ran some tests and found a massive difference in them. 1st test was done on the regular 'pop up' survey (OOB). Tried diff combinations of time / sign ins /etc and results were overall the same. The feedback was mostly about the brand as you said Wendy. Not really about the experience using the community. I then ran a 2nd test: inviting people to fill out a survey (using a qualtrics survey) with the exact same questions as the OOB one but after they received a response from either a member / super user or a moderator. The results were extremely different as they were more transactional to that specific experience. When looking at the community alone, you may find that result skewed. However, when comparing to an overall 'support experience' (which tends to be -> contact support staff -> receive information -> ticket is closed -> receive feedback survey) that's a much closer comparable (where I find the 1st one on pop up is more comparable to an NPS / pulse of the community). Again - there's no one formula but Im finding that in a support community you can't just open a broad survey to any visitor and expect that to be comparable to anything (again - for you as a community manager yes, but not to report as a 'support' experience). When asking about others' experiences, I was more curious about methods / response rates / overall increase/ decrease. Of course each business has its own results that are not necessarily a close comparative. Hope this helps.
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