What does the success of a community really mean? There’s no one answer to this, but all community managers and owners need to understand how to track success. Knowledge-sharing communities serve many different purposes – and often times are unique to your organization. To accurately measure the success of your community, it’s critical that you first understand the objective and vision for your community. Without understanding the objective, you won’t be able to track your community’s success.
Monitor Activity Metrics Often
Community managers are responsible for establishing community strategy, health and engagements. As a community manager, you should be regularly tracking activity and engagement metrics to understand how your community is performing.
We recommend tracking the following activity metrics:
- Number of posts
- Likes or up/down votes
- Response time
- Percentage of users contributing
- Percentage of active users
These not only show general engagement, but they can help you pinpoint areas for improvement. For example, if there is an increase in down votes on content in a specific topic, you may want to focus internal efforts or create a targeted campaign to subject matter experts externally to improve quality.
Track Business KPIs
Activity metrics help you see how your community is performing day-to-day, but you need to put your community into the perspective of larger business objectives. This will help you measure the impact of your community on internal processes, goals, and cultural changes.
Common knowledge-driven support KPIs:
- Case deflection
- Escalation rates
- Customer satisfaction
Common knowledge-driven productivity KPIs:
- Employee satisfaction and engagement
- Process improvements
- Goal and objective completion
Now That You’re Measuring – Share Your Insights!
Regardless of your community’s purpose, there are other parties involved who can learn from these metrics.
If you have a knowledge-driven support community, share activity metrics and top contributors in a weekly or monthly digest with your users. This will drive engagement and recognize users for their efforts. If you’re running a knowledge-driven productivity community, share metrics and insights across different departments and groups.