Best Practices: Community Experience Surveys in Aurora
Community Experience Surveys provide community managers with a way to identify issues and optimize the community. Does this replace my existing survey tool? No. The Community Experience Survey complements any existing survey tool you may have. However, the Community Experience Survey provides more granular member details, such as node- and rank-specific data, that other tools can’t provide out of the box. Where should I deploy the survey? Where you deploy the survey depends on what questions you want to answer. For example, if there are certain boards you want to focus on, then deploy the survey there. However, you can also deploy surveys in the entire community first to get a sense of the baseline response and response in each place since you can always filter at the board level in the CSV Export for survey responses. When should the survey fire? We recommend not firing the survey immediately when a visitor lands on the page as it is disruptive to the user experience. (Remember, your visitors are there for a specific reason, and you don’t want to get in the way of that goal.) However, at the same time, you don’t want to wait too long to fire the survey as the browser session may expire. We recommend something in between. One approach is to see what your average Member Time on site is from Community Analytics and reduce that value by 20% to get close to the time when a user is nearly complete with their task/session. How long should I run the survey for? How do I know I’ve collected enough data? We recommend running the survey continuously so that you have a larger set of data to analyze. Visitors will receive the survey once within a 90-day period (by default, but this setting is configurable). However, if you plan to turn the survey off at some point, we recommend keeping the survey running for as long as it takes for the mean/average of the results to stabilize and not change much with additional samples. What’s a good response rate? For web-based surveys, 5-15% is a good response rate. For mobile-based surveys, 10-20% is a good response rate. Since the majority of community traffic is still web based, you should hope to see about a 10% response rate.Aurora: View community experience survey results
Admins can enable community experience surveys, which prompt members to provide feedback about their experience in the community (see Create community experience surveys). Survey responses and scores can be collected via an export. These results are in CSV format. To export community experience survey results: Open the Account menu. Select Settings. Select Content Features. In the left column, select Community Experience Survey. In the Questions and Answers section, beside Survey results, select Export. The CSV file contains the following information for each visitor who responded to the survey: The date on which the survey was taken The place in the community where the survey was triggered The username of the member who took the survey The member’s rank The member’s role(s) The answers given to each questionAurora: Create community experience surveys
Admins can enable community experience surveys surveys, which prompt members to provide feedback about their experience in the community. Survey responses and scores can be collected via an export (see View community experience survey results). Create a survey Creating a survey requires several configuration steps, including designing the branding, designing its behavior, selecting its questions, and finally, turning it on for visitors. To access survey configuration options: Open the Account menu. Select Settings. Select Content Features. In the left column, select Community Experience Survey. Set up your survey: Design survey branding Design survey behaviors Select your questions Turn on the survey for visitors Design survey branding In the Branding area, select Edit. In the window, update the following as needed: Community name: The community name used in survey questions Brand name: The brand name used in survey questions Survey logo: Use a PNG or SVG logo; horizontal preferred. Text color Header background color: Used in the background of the survey header Select Submit. Design survey behaviors In the Survey Behaviors section, select Edit. Select whether you want to Present To: Signed-in members Anonymous users Both members and anonymous users (Optional) Select the role(s) you want to survey. (Optional) Select the role(s) you don’t want to survey. (Optional) Select the place(s) where you want the survey to be triggered. In the Frequency area, enter the number of Maximum responses to collect per month. This field sets the maximum number of surveys to collect for a given calendar month. After collecting this number of responses, no users will be prompted to take the survey until the first day of the following month. Enter a number of visits in the Present survey after this many visits field. This field sets the number of visits (0-500) to wait before prompting a viewer to take the survey. For example, if set to 3, the viewer isn’t prompted to take the survey until their fourth visit. Default = 0, which is the first visit. Enter a number of minutes in the Present the survey after this many minutes field. This field sets the number of minutes (1-60) to wait before prompting a viewer to take the survey after the defined number of visits have occurred. Default = 2. In the Conditions area, enter a number of days in the If declined/abandoned, repeat after this many days field. This field sets the number of days (1-365) to wait before prompting a viewer to take the survey after they’ve declined to take the survey. Default = 30. Enter a number of days in the If completed, repeat after this many days field. This field sets the number of days (1-365) to wait before prompting a viewer to take the survey again after they have already completed it. Default = 90. Select Save. Select your questions In the Questions and Answers section, select Edit. Use the toggles to turn on or off the questions you want to include or exclude on your survey, respectively. Some questions have follow-up questions based on the selected responses. Note: Because this survey is intended to gather important metrics and feedback, including CSAT (Customer Satisfaction Score), updating question titles and the order of questions is not permitted. Use the checkboxes by responses under your selected questions to designate which responses will be available for those taking the survey. Select Save. Turn on the survey for visitors After you have designed your survey the way you want it, you can enable it for your visitors by turning on the Community Experience Survey toggle at the top of the Community Experience Survey section.Aurora: Filter the Analytics Dashboard
Aurora Analytics enables you to filter data for more granular insights. You can filter based on: Roles Ranks New Topics Username Thread ID To add filters to your dashboard: Open the Account menu and select Analytics. On the dashboard page, select + Filter. Select a filter. Enter relevant values to filter. Select Add. The dashboard displays data for the selected filter. Let's look at an example of filtering data for specific roles. Assume that you want to view metrics and activities by Administrators for the "Products" category in your community for the last 30 days. To filter for this data: Change the scope to Products. Set the date range to Last 30 days. Select +Filter. Select Roles. Select Administrator from the menu. Select Add. The Dashboard displays metrics and activities by Administrators for the "Products" category for the last 30 days. Thread ID You can use this filter to view the metrics related to a particular thread or topic in your community. The Thread ID is the ID found at the end of the community URL. For example, in the below URL, "236502" is the Thread ID for a topic in the community: https://community.khoros.com/kb/supportinformation/khoros-cookies-datasheet-community-care-marketing-khoros-bot/236502 You can add this filter under Dashboard and Reports by selecting the Filter option. You can add more than one Thread ID to the filter. After you select Add, the dashboard displays the metrics for the added Thread IDs or, in other words, the topics with those Thread IDs. Related topics: About Dashboard Settings Scope Analytics data to specific place in the community Set date ranges and data comparison time frame for Aurora Analytics Dashboard Set the Trending Discussions options for Aurora Dashboard View metrics by content type Aurora Analytics Metric DefinitionsAurora: Set date ranges and data comparison time frame for the Analytics Dashboard
Analytics users can: choose the time frame for which they want to view metrics for compare and analyze data with another time period Note: By default, dashboards display data for the entire community for the last 30 days. To set a specific date range or date: To view or compare data for specific date ranges Select the date range using the dashboard date-range menu. Select one of the following from the menu. By default, the date range is set to Last 30 days for all dashboards. Last 7 days: Data for the previous 7 days from the current date Last 30 days: Data for the previous 30 days from the current date Last month: Data for the first to last day of the previous calendar month Last 3 months: Data for the first to last day of the last 3 calendar months Month to date: Data for the first date of the current calendar month to current date Year to date: Data for the first date of the current year to current date Specific date: Data for any specific date Custom: Data for any range of dates. To select a specific date range, click Custom from the date picker. On the window, select the starting and ending days on the calendar. After you select the dates, click Set Date Range. The dashboard displays data for the date range selected. To set a comparison time frame: Use the Data Comparison Time Frame settings to gain insights into how your community has performed over time. Previous period: Compares the currently selected period in the dashboard settings to the previous matching period. For example, if the current period is Last 30 days, the comparison is to the previous 30 day period. Previous year: Compares the current selected period to the same period last year. For example, if the current period is Last 7 days, the dashboard displays comparison data for the matching dates last year. Note: All the trend graph widgets have the checkbox for Previous Period or Previous Year, depending on the dashboard settings. When you select the checkbox, the data for the comparison time frame is displayed. Here’s an example to better understand the comparisons: Assume today is January 1, 2023, and the currently selected period for the chart is Last 7 days: Comparison Time Frame Current dates Comparison dates Previous period December 25, 2022 to December 31, 2022 December 18, 2022 to December 24, 2022 Previous year December 25, 2022 to December 31, 2022 December 25, 2021 to December 31, 2021 Related topics: About Aurora Analytics Aurora Analytics Metric Definitions Aurora Analytics ReportsAurora Analytics Metric Definitions
This article provides definitions for all the metrics available in Aurora Analytics. Aurora Analytics approximates user behavior and therefore these metrics exclude almost all nonhuman requests (Web crawlers, robots, RSS feeds, REST API calls). About how Community visit metrics are calculated When viewing visits metrics, you might see small variants in the reported numbers. This is expected when you compare visits metric for a period within a month versus a sum of months in that period. The main reasons for these differences include: Overlapping visits across months "Visits" are defined as the number of unique user sessions. A session is defined as a group of interactions one user takes within a given time frame. Sessions time out in the case of 30-minute inactivity. Assume someone browsed through a community during the last hour of a month (Month-1) and continued browsing through the first hour of next month (Month-2). In this scenario: When we measure visits for Month 1, this session is counted as 1 visit. When we measure visits for Month 2, this session is counted as 1 visit. So, when you sum up visits for Month 1 and Month 2, you see 2 total visits, whereas, if you measure visits over the 2-month period, this session is counted as a single visit. Algorithm approximation "Visits" and "visitors" metrics are an approximation algorithm in their calculations. As such, there might be a 1-2% variance in the calculations. Elastic search documentation mentions that sometimes the variance could be up to 6%. Aurora Analytics metrics and definitions Widget/Metrics Definition Page Views A page view is counted each time a browser requests a page regardless of the device type or whether the page is cached. Page Views approximate user behavior and therefore exclude non-human requests (web crawlers, bots, RSS feeds, REST API calls). Page Views (Trend graph) Page Views trend graph is a line graph that shows how the Page Views are trending for the selected time frame. Visits A visit is one or more page views over time by a uniquely identified visitor. A cookie set in the browser identifies visitors (anonymous or registered), so if a visitor has cookies turned off, each page view counts as a new visit. The visit counter increments as soon as the visitor views any community page; the visit ends after 30 minutes of inactivity. After the 30-minute timeout, the next page view counts as a new visit. The Mobile Visits metric is a subset of the Visits metric and includes requests from mobile web browsers only. Unique Visitors The number of unique visitors over the specified time interval. When a visitor (registered or anonymous) views a page, the application looks for a visitor cookie. If no cookie is found, a new cookie is created, and the visitor counts as a new unique visitor. If a visitor cookie is found, the Unique Visitor counter is not incremented. If cookies are cleared after a visit, the next visit sets a new cookie and counts a new unique visitor. Since cookies are browser dependent, so are unique visitors. Users who access the community from different browsers count as a unique visitor. The Mobile Unique Visitors metric is a subset of the Unique Visitors metric and includes visitors who used mobile web browsers only over the specified time interval. Page Views/Visit The average number of Page Views per Visit for the time frame selected. Visits vs. Unique Visitors The trend of the number of visits to the community site against the number of unique visitors for the selected time frame. Visits by User Type The number of visits made by anonymous users and signed-in users. Anonymous users also refer to community members who have not logged in. Learn more about Visits by User Type. Visit Referrals The number of community visits that originated from specific URL domains. This metric helps you understand how much traffic is coming in from different search engines, social networks, or links on your company website. Completed Registrations The number of member registrations completed during the selected time period (excludes partial/abandoned registrations). A registration is considered complete when the visitor finishes the sign-up flow and is given a unique user ID. If the visitor leaves the sign-up flow before being granted their unique user ID, the registration is considered to be abandoned, and the completed registration counter is not incremented. If the community uses Single Sign On (SSO), Khoros increments the completed registration count the first time it receives an authentication token that contains a unique User ID. Partial Registrations The number of user registrations abandoned during the selected time period. Completed and Partial Registrations The line graph shows how the completed and partial registrations are trending over the selected time frame. DAU/MAU DAU (Daily Active Users) is the number of unique members who engage (at least one page view) with the community in a one-day window. MAU (Monthly Active Users) is the number of unique members who engage (at least one page view) with the community over a month or 30-day window. The ratio of DAU to MAU is the proportion of monthly active members who engage with the community in a single day window. Member Time on Site The Member Time metric indicates the total number of minutes from first page request to last page request for each visit of all registered members in your community during the date range of the report. Member time does not capture the time of actions, such as likes, unless the member requests a new page after the action. Nor does it include the last 30 minutes after the last page request before the session times out. Member time is calculated from the time of the first page request, such that a session that started at 11:50pm on day 1 and ending at 12:15am on day 2 is counted as member time for day 1. New vs. Returning Members New members are members who have never visited the community and are visiting for the first time. Returning members are members who have visited the community before. This line graph shows the trend of new and returning members over the selected time frame. Note that this widget will show data for the last 30 days only, irrespective of the selected date range. Depending on the time range you choose in the dashboard settings, you may get partial data or no data. New vs. Returning Anonymous Users When a user views the community without signing in, the community looks for cookies saved on their device. If there is no cookie present, then the user is treated as a New Anonymous User. If cookies are present, then the user is treated as a Returning Anonymous User. Since members can also view the community without signing in, they are also considered Anonymous. Note that this widget will show data for the last 30 days only, irrespective of the selected date range. Depending on the time range you choose in the dashboard settings, you may get partial data or no data. Forum This widget shows the engagement on the selected Place for the date range selected. Shows the number and trend line of the number of discussions created, number of likes received, number of replies for the time frame and selected Place. Click View Details for further insights. Blog This widget shows the engagement on the selected Blog for the date range selected. Shows the number and trend line of the number of posts created, number of likes received, and the number of comments for the time frame and selected Place. Click View Details for further insights. Knowledge Base This widget shows the engagement on the selected Knowledge Base for the date range selected. Shows the number and trend line of the number of articles created, number of likes received, and the number of comments for the time frame and selected Place. Click View Details for further insights. Places - Follows The total number of followers for the selected Place. Topics - Follows The total number of followers for the selected Content. Observing vs. Participating vs. Contributing This widget shows the engagement between members who are observing, participating and contributing in the community for the place and time frame selected. Observing members are those who have signed into the community and their engagement is limited only to viewing the contents. Participating members are those who reply or like posts in the community. Contributing members are those who create content or provide solutions in the community. Private Messages This widget shows the number of private messages sent, its trend line and the messages per conversation in the community for the time frame selected. Messages sent The number of private messages sent from the inbox by all the community members during the selected time frame. Messages sent (trend graph) The trend line graph showing the number of private messages sent from the inbox by all the community members during the selected time period. Discussions The number of Discussions in the selected Place during the selected time frame. Likes The number of likes received for the Discussions and replies in the selected Place during the selected time frame. Replies The number of replies received for the Discussions in the selected Place during the selected time frame. Engagement Shows the trend line for number of Discussions, likes, and replies in the Place during the selected time period in Forums Details. Shows the trend line for number of Blog posts, likes, and comments in the Place during the selected time period in Blogs Details. Shows the trend line for number of articles, likes, and replies in the Place during the selected time period in Knowledge Base Details. Shows the trend line for number of ideas, votes, and comments in the Place during the selected time period in Ideas Board Details. Time to First Reply The time taken (average) for Discussions in the selected Place to receive its first reply after it has been initially submitted. It is typically measured from the moment the Discussion is published to the moment someone replies to it. First Replies The total number of first comments on all the Discussions in the selected Place during the selected time frame. If for the selected time frame there are 10 Discussions in the selected Place, and only 4 have received a reply, then the total number of first replies is 4. If for the selected time frame there are 10 Discussions in the selected Place and only 1 Discussion has replies, even if that one Discussion has 5 total replies, the First Replies is 1. Marked As Solved The number of Discussion replies that are marked as an accepted solution for the selected Place and for the selected time frame. There is only 1 solution per Discussion. Marked As Solved Trend Shows the trend line for the number of replies that are marked as an accepted solution for the forums in the selected Place and for the selected time frame. Solutions Authored The number of solutions the member provided for a discussion Time to Solution The average time taken for the replies in Discussions for the selected Place to be marked as an accepted solution. It is measured from the moment the Discussion is posted until one of its replies is marked as an accepted solution. Solution Views A count of page views of Discussions with an accepted solution after the Discussion has had a reply marked as an accepted solution. Forum - Follows The total number of followers for the selected Forum during the time frame selected. Discussions - Follows The total number of followers for the Discussions in the selected Place during the time frame selected. New and Trending Discussions The total number of new Discussions and trending Discussions in the Forum selected during the selected time frame. The metric values for Trending Discussions depends on the minimum number of views set in the Engagement dashboard settings. Posts The number of blog posts in the selected Place during the selected time frame. Comments (for Blogs and Ideas) The number of comments the blog posts or Ideas in the selected Place received during the selected time frame. Articles The number of Knowledge Base articles in the selected Place during the selected time frame. Blog - Follows The total number of followers for the Blog in the selected Place during the time frame selected. Posts - Follows The total number of followers for the Blog posts in the selected Place during the time frame selected. Knowledge Base - Follows The total number of followers for the Knowledge Bases in the selected Place during the time frame selected. Article - Follows The total number of followers for the Knowledge Bases articles in the selected Place during the time frame selected. TTFR Time to First Reply TTFS Time to First Solution Helpful Votes The number of votes the Knowledge Base board or article received stating that they were helpful. Unhelpful Votes The number of votes the Knowledge Base board or article received stating that they were unhelpful. Members Joined The number of members who joined the Group. Members Left The number of members who left the Group. Invitations Sent The number of invitations sent to members to join the Group. Invitations Accepted The number of invitations that were accepted by members to join the Group. Ideas Snapshot (widget) This widget contains the metrics related to Ideas Board. The metrics are number of ideas, number of comments received, number of votes received during the selected time period for the Place selected. Ideas (Groups, Events and Members reports) Total number of ideas created during the selected time period for the selected Place. Votes Total number of votes received during the selected time period for the selected Place. Idea Votes (Members report) Total number of votes given by members during the selected time period for the selected Place. Idea Votes Given (Members report) Total number of votes given by members during the selected time period for the selected Place. Idea Votes Received (Members report) Total number of votes given to the member's ideas during the selected time period for the selected Place. Closed Total number of ideas closed during the selected time period for the selected Place. Completed Total number of ideas completed during the selected time period for the selected Place. Events (Groups, Events, and Members reports) The number of events in the selected Place during the selected time frame. RSVP-Attending (Groups, Events and Members reports) The number of members who RSVP'd 'yes' to the events in the selected Place during the selected time frame. RSVP-Interested (Groups, Events, and Members reports) The number of members who RSVP'd 'Interested' to the events in the selected Place during the selected time frame. Attended The number of members who attended the events in the selected Place during the selected time frame. Events Attendance (Members report) The number of members who attended the events in Groups for selected Place during the selected time frame. Events Attended (Members report) The number of events the member attended during the selected time frame. Events by type (widget) This widget shows engagement on events based on the event type (In-person, Online, and Hybrid). Lead-up to the Event (widget) This widget shows metrics on all the activities that occurred on the event before it started. Note: In Classic Analytics, a summation of all posts in the community (root topics and replies across discussion styles) is presented as the Posts metric in the Categories report. However, in Aurora Analytics, the root topics and replies across content types (Forums, KB, Blog, Ideas, and Events) are presented as specific/independent metrics, instead of adding them together and presenting as the Posts metric. Related topics: About Aurora Analytics Dashboard Settings Aurora Analytics ReportsAdd third-party analytics to your community
Community administrators may require tracking scripts from third-party analytics in their communities. With the Third-party Analytics tool in Communities Analytics, administrators do not need to understand GraphQL or Handlebars in order to integrate with analytics tools and start analyzing their community on those platforms. Instead, they can add their third-party provider using an ID. Refer to your provider’s documentation to locate the ID and to learn how to analyze the data pulled from your community. Note: At this time, Google Tag Manager, Google Analytics, and Meta Pixel are supported in our Third-party Analytics tool. You can add other analytics providers via Page Scripts in Developer Tools. Analytics providers added through Developer Tools are displayed on the Third-party Analytics page but are not editable from that location. To add third-party analytics providers: Open the Account menu and select Analytics. Select Third-party analytics. At the top-right of the page, select Add Provider. In the Add Provider window, select the appropriate Analytics provider. Enter the Tag Manager ID, Google Analytics ID, or Meta Pixel ID as appropriate. Select Add. The provider you added is now shown on the table. In the Active column, toggle on or off the provider as desired. Note: Open the Options (three dots) menu to Edit or Delete the provider as desired.Aurora Analytics Reports
The article provides an overview on how to access reports configure reports download reports schedule reports Accessing the Reports page To view the list of available reports: Go to your Account menu and click Analytics. Click Reports. The Reports page opens. Next to each report name, you can see a brief description of the contents for each report. Click a report name to view a report. Here’s a Forum report: Modify settings for a report You can customize report settings to display the exact data you're looking for. Specifically, you can scope reports to a specific place and time period. To scope a report to a specific place: Open a report. Open the Options menu and click Report Settings. Select a specific place (board or category): Click Save. The Forum report shows the Place selected (in this example, the Products category) and displays the metrics for the Forums under the selected place during the selected date range. To scope a report to a specific date range: To view data for specific date ranges, you can select the date range using the dashboard date-range menu. Select one of the following from the menu. By default, the date range is set to Last 30 days for all reports. Here’s an example of a Forums report for the Last 7 days under the Product category: Learn more about date range settings Download reports You can download and analyze data by exporting them to a CSV file. Members with Admin and Analytics roles can schedule reports and have them emailed to them. Notes: Aurora Analytics report exports include up to 2000 rows. In cases where there are more than 2000 rows in a report, only 2000 rows will be exported and the rest will be truncated. Scheduled reports allow for the download of up to 50,000 records. Schedule reports You can schedule reports to be generated and emailed directly to your registered email ID. You can also view the reports that are scheduled to be generated. Understanding Aurora reports To understand the structure of these reports, let's explore a Forums report. All reports share this general structure. In this example, we’ve chosen the “Products” board and have selected to view the metrics for the Last 30 days. The Summary section at the top for the report provides a quick glance at key traffic and engagement metrics. Depending on the report you view, the metrics shown in the Summary section will vary. Learn more about what each of these metrics means. Below the Summary section, the report is displayed in a table. You can view a maximum of 50 records. If there are more than 50 entries, you can export and download the report as a CSV file. In this example, summary metrics are broken down to show the metrics by board. By default, the report is sorted by the number of Page Views. To reverse the sort order (ascending or descending) of a column, click the metric in the heading. To sort the report by a different metric, click the name of that metric. For example, to sort this table by Likes received, click Likes in the header row. Related topics: About Aurora Analytics Dashboard Settings Schedule reports Aurora Analytics Metric DefinitionsAbout Aurora Analytics
To have a successful community, you need to know what’s working and what needs improvement. Aurora provides a robust set of analytics so you can get actionable insights to drive traffic and member engagement. You can determine what kinds of content needs improvement, what your members steer away from, and what they want more of from your community. These metrics help you learn where your members come from, what type of content they engage with, and where to focus on to reach new people. Having clear data enables you to plan towards community goals and make informed decisions to change course when things aren’t working. Aurora Analytics provides visual dashboards and interactive reports to provide you with high-level and detailed data on how your community is performing. Note: Currently, users can see the metrics up to the previous day in Aurora Analytics.. Data is reported in Coordinated Universal Time (UTC). Accessing Aurora Analytics To access Aurora Analytics, open your Account menu and click Analytics. Note: Members must have an Admin or Analytics role to access Aurora Analytics From the Analytics page, you can access Dashboard and Reports. The Dashboard provides you with an “at-a-glance” view of the activities that best indicate the overall health of your community and member engagement across your community. You can customize Dashboard settings to your requirements and get the most out of your data analysis. Reports present you with key metrics on content, boards, categories, and members in a tabular format. Related topics: Accessing Analytics Dashboard Dashboard Settings Aurora Analytics Metric Definitions Aurora Analytics Reports Refer to the Khoros Communities Analytics Essentials course for training on Communities Analytics.Aurora: Getting started as a Community Analyst
Welcome to Aurora! This introduction guides you through the most commonly used features specific to various tasks you can perform as a community analyst, linking each of them to articles on how you can use the Aurora Analytics to achieve these tasks. Measuring the data, tracking your success, and using it to prove how your community is advancing the organization’s broader initiatives will give your community a strong strategic footing. Your primary task as a Community Analyst is to prove your online community’s engagement and value with strong data. Before you begin You need to work with the Community Managers to have a thorough understanding of your community requirements: What are your organization’s goals? What are your team’s goals? What are your community’s goals? Once you have answered these questions, you come up with the Key Performance Indicators (KPIs) to measure against these goals. KPIs represent how your community is performing against strategic goals. So, the KPIs must be relevant to the business and community goals. Choose only those few KPIs that will help move your business forward. For example, the KPIs to increase revenue or increase retention or increase loyalty, and so on. You track and measure these KPIs with benchmarks for each at launch, six months later, nine months after, one year, and so on. Tracking KPIs in this fashion helps you make changes, as necessary, to meet your company’s vision. While KPIs represent how you’re performing against strategic goals, metrics are your “business as usual” measures that still add value to your organization but aren’t the critical measure you need to achieve. Every KPI is a metric, but not every metric is a KPI. Example: Let's say Increase in Customer Engagement is one of the identified KPIs. To measure this, you need various metrics, like Monthly Active Users (MUA) that tracks the number of unique users who visit your community over some period of time and Daily Active Users (DAU) that tracks the total number of people who open and engage with your community in a given day. The DAU to MAU ratio is a useful metric to measure the stickiness of your community. Also, if you see that MUA has dropped since last month, you have something to investigate. Whatever is your goal in hand for business or for the organization, you’ll need to figure out a way in advance how you plan to calculate where you are standing now and how you will achieve the goal. Khoros Community Analytics helps you measure and improve the performance of your community by gaining insights into your community's health. Through a unique combination of performance metrics and web analytics, we offer the deepest insights into customer engagement across your community. Khoros Community Analytics The Khoros Community Analytics dashboard collects data and displays metrics for your community. Note: You must have the Access Reports in Community Analytics permission to access the Khoros Community Analytics dashboard. Getting Started Getting around Khoros Community Analytics to familiarize yourself with each section on the dashboard Enable and access Community Analytics on how to use the dashboard Accessing, downloading and scheduling different reports to understDownloadand the different community metrics you can view Community Analytics metric definitions Viewing data for specific dates Apply filters to Community Analytics reports Schedule Community Analytics reports to be emailed to you Manage scheduled reports Download or schedule member-related reports Engagement drilldown data for different content types Ideas specific reports Khoros Academy Khoros Communities Analytics Essentials course
