Company: SANE Australia
Entry submitted by: Nicole Thomas (Community Manager)
Community: SANE Forums
Lithy category: Excellence in Customer Satisfaction
SANE’s mission is to help all Australians affected by mental illness lead a better life. SANE does this through three key areas of activity to promote a better life for all Australians affected by mental illness: Support, Training, and Education.
As part of the activity of Support, SANE runs an online peer support community for people affected by mental illness. This is done through two communities – one for carers of people affected by mental illness and one for those with a lived experience.
Our customer satisfaction initiatives
The most important customer issue we were looking to solve via Lithium implementation
"I am a SANE community member for the long haul ..its in my home town ... not just a virtual reality existence."
“I cannot express how much hope you have given me. Thank you so much for sharing your experience because before I read that tonight I thought there was no hope.”
“Reading posts and sharing on this forum has been very important to me .. like the first time I feel fully accepted among a group of people .. like finding my tribe.”
“The forums have also helped me find motivation to do some important things I'd been putting off in my depression. This was with encouragement from other members and moderators.
“I enjoy the 'Topic Tuesdays' (aka Live Forum Events), these are worth watching out for. They are like workshops where members and moderators are online participating at the same time. It's fine to be quiet or to add comments. The last one which happened about a week ago felt therapeutic. Thanks for running it”
CHI average increased throughout the year and didn’t dip below 600 between August 2015 – December 2015, with 709 being our highest score in October.
Overall in 2015, 86% of posts were generated by members, demonstrating the peer to peer connection between members.
Since launch (5 May 2014) to 20 March 2016
New discussions: 2316
Total members: 2816
Page Views - Total: 1,065,203
Page Views - Mobile: 260,860
Page Views - Tablet 59,964
Unique visitors: 110,746
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