Analytics & reporting
Everything around metrics and KPIs
- 81 Topics
- 218 Replies
Interested to learn from Community managers, what is your mobile/desktop usage trends like?Noted our mobile traffic at 10% last quarter and at 14% for 12mo or more, seems low considering 70% internet traffic is from mobile in 2021 and 57% of LinkedIn’s traffic (drawing a parallel to a prof. networking website) is mobile.Thoughts?
Hey there! I think our community uses the Flagged/Reported folder a little differently. We have our superusers flag conversations that require agent intervention. Our moderators then have a 1 hour turn around target. For the most part it works extremely well. Since we’re coming up to the end of the year, I’m being asked by the business to show metrics on how well this approach worked and how close we were to our target. I know how to export all the reported posts but is there any way figure out how long it took us to reply within the thread?
Hey gang,I’m pulling together a “Year in review” style report for our business. This is less about the performance of our Community, and more about sharing insights we’ve gathered about the customers who use this space. So far, I’m including:A timeline of how our community has changed over the year Insights about our members (Industry, location, reason for joining the community) The health of different areas of the community (which spaces are most engaged with, why) How members get and provide value to each other (support, inspiration, insights) with examples What types of content have been successfulIf you were to put yourself in the shoes of a CSM, account manager or leadership - what would you want to know about your organization’s community outside of OKRs?Unashamedly tagging @Scott Baldwin, @tiffany.oda, @Anika Zubair, @Remco for your brains!M
Hey! We’re downloading data about our users via API (using Fetch all users) and doing internal analytics on top of that. However, numbers don’t match due to not activated users, who are not included in inSided analytics. This information isn’t easy to gather via API, it’s hidden in user activity, which is unfortunate. When I download data via export, I can see not activated users with activity timestamp, so that’s not usable also. Do you have an idea how to solve this? Or question for InSided team - would be possible to add information about user activation into Fetch all users?
Hey Insided - Random thing we noticed today. When you export the user report, columns company and company_external_id seem to have been removed. These columns were blank for us, but removing them broke a few of our external dashboards. Were the reports changed? If so, is there a way to know in advance about these changes so reporting isn’t broken?
Hi Community friends! I was digging around some articles/posts in the InSided community to look for ideas on how other communities are defining “Active Users”. Curious to know how others are defining this, as there doesn’t seem to be a set definition within the industry. I know Julian shared some of his thoughts in the post below, but wanted to see is others are calculating by “any time a member posts a topic” or as “any time a member replies in a conversation or posts a topic”, etc. Looking forward to hearing how others calculate this, as I’m currently trying to determine the best way to measure Daily Active Users/Monthly Active Users, but unsure what the best definition of “Active” is in this case.
I noticed on Zendesk we are able to see a list of top search terms within their analytics. I was wondering if InSided had anything like this? We are creating a monthly newsletter with featured topics, and I would like to base those topics on the things our customers are searching for. Particularly things that have a lower number of views but may still be relevant to the most popular search terms.
Hey, we are looking to create a community health survey and I am wondering if anyone has any insight or examples they’d be willing to share? Essentially, we are looking for feedback on the current state of the community as well as looking forward and asking what they would like to see from the community in the future.Any insights are appreciated. Thanks!
With the concept of community health we determine a set of metrics that focus on essential engagement dynamics. They help us to keep a finger on the pulse of our communities and allow us to easily dial-in corrective actions. This is also why we usually touch on those in our regular business reviews with our customers.In this article we will share four of our favorite essential health indicators that we believe every community manager should be keeping track of when running a B2C community. Findability Online communities are powerful because user-generated content is easily findable through search engines. By looking at the percentage of traffic that is coming via organic search (mostly Google) we get a sense of how the community is maturing in terms of findability through search engines. Calculation Source Benchmark What to focus on if off-track % of traffic coming from organic search Google Analytics (Acquisition > Overview) +/- 80% for mature communities SEO o
We are using the community to share coding solutions for our software. These are things like macros and DLLs which extend the usability of ourprogram. Our Product team is interested in seeing which solutions are most attractive to customers. We can track number of views of a post, but we are more interested in seeing who is actually downloading the attachments for use. Or, at least, how many times the attachments have been downloaded. Is this possible?
I'm looking for a good way to quickly get insights into the hot topics of our community.What are our customers talking about? What is bothering them and what are they happy about? It would be nice if we could inform our organization about this every month. I am aware that we can use post field anslyses. We only have many different products and services, so I don't immediately see how we can apply this feature properly. Are there other software communities that already do this or have another way to quickly measure what hot topics are on the community? Then I would like to get in touch with you to exchange knowledge. Thanks in advance!
In Analytics, the custom date range option seems to be limited when trying for ranges that can run over a few years ( gets tedious when going for >3 years). The ability to type in or click on the particular values would help to quickly to the right year when needed.Thoughts?
A topic that we often discuss with our customers is how to track the impact and value that a community is delivering. This is not just relevant to learn about the return of investment, but also is important for internal recognition: A Community Manager should be able to explain to anyone in the company in one sentence (or metric) what value the community brings. Here we discuss a number of best practices as well as emerging trends in measuring the service value of your community.Deflection estimates & exit surveysWithin most service-oriented communities, value has traditionally been measured with a ‘deflection estimate’ driven by the output of an exit survey. There isn’t just one way to do a survey like this, but in general most exit surveys ask:Did you come to the community looking for information? Did you find what you were looking for? Would you have contacted customer support otherwise?Example of an exit surveyWith this data we can estimate the amount of total visitors that fou
Hi there, Was wondering how we can understand if a topic moved to a different category. At the moment, if I have a topic as a ‘Question’ and then gets moved to ‘Article’ I have no way of understanding they are connected and that the 1st one should be ‘deprecated’. Is there anyway in the API I can assess this?
Hey there! 😊 I wanted to start a conversation here to discuss with other community experts the use of post fields. I checked this post but I'd love to hear from you if/how you use post fields. My idea would be using mainly for Feature requests but it's always good to hear other use cases and see what could apply for my scenario too! :)
When I import the User Export into Google sheets, the dates are not formattable.The formats are different, not consistent. And, they download as text. (see below) What I would like to see is just the month/date/year in the US format. No time.Now, even after running additional data cleaning steps to remove the time stamp, I cannot format the data because of the dash format. That requires additional cleaning.Can this be solved? thank you John
I’ve been using the User Dashboard in the Analytics section and I don’t see anything that tracks how many active users my community has. For example, does InSided have a baseline of monthly posts that classifies a user as an “Active User”? Or, is there a way to set a filter of monthly posts (say 10) and get a count of how many users have at least 10 posts for any given date range? Thank!
It cannot be said often enough: Google community!Your community is not just another blog or marketing page. It is a trusted source of relevant, user-generated content. We as inSided continously update your platform (check below for the most recent changes) to make sure that the “findability” of content from your community is as good as possible. This does not mean you can sit back and watch the organic traffic come in. Well, actually you can, but your manager might not appreciate that. It is always recommended to be on top of you analytics to identify trends and counter them, should they damage your overall community performance. Our guide will help you to enter the wonderful and sometimes confusing world of Google Analytics and Google Search Console. After reading it, you hopefully will have a better idea where to find those killer numbers to impress your colleagues with the performance of your community. Should you not have access to Google Analytics or Search Console, or should y
Hi folks, this is related to this endpoint: https://api2-eu-west-1.insided.com/docs/community/#operation/getQuestion I’ve been ingesting the data using lastActivityAt and noticed that the answer doesn’t affect this attribute. So, if my lastActivityAt is "2017-04-10T18:29:06+00:00" (example on the documentation) but my best answer is set on "2017-04-11T18:29:06+00:00", for example (anytime after the lastActivityAt timestamp), this won’t update at all. Meaning that we either ingest ALL the questions every day or we will lose answers. Is this a bug? Or expected behaviour? I always assume that lastActivityAt helps understanding SCD2 changes and that answer would be one of those due to the unpredictability of when an answer is marked as correct. Thank you! Cat
Already have an account? Login
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.