Analytics & reporting
Everything around metrics and KPIs
- 81 Topics
- 218 Replies
Hi, everyone I have some technical comments from user. Please check it: “I also advise about the problem that you can resolve problems with them, and even those that are in tacky topics when pressing on a link with a counter are unread an unread system of the type internal error, I want to go to those for problems by name. Also, the problem does not appear to manifest itself, if only you have to eat it one time, then you can do this forgiveness, turning back again to reassign yourself, so that is not a one-time help. Also, when completing the image near the field, the image itself cannot be dragged and inserted by paragraphs to the text that is less in front of the cob of the text block, but if it is not manual, I want to be able to repeatedly . Also, I’m more important, I imply those who typed text at the place they didn’t get lost and didn’t synchronize between the annexes, it’s also unmanageable.” 2. “Also, the axis for you is a demonstration of the problem of ambiguos height, but
Hi folks, Wondering if there is any way to track the actual “last visit” and not just “last login” to the community? Seems that “last login” only tells me when the credentials were entered last, https://community.insided.com/analytics-reporting-34/last-visit-last-activity-578 but for some users they are visiting more recently. It would be good to know how often they really visit, even if they just read something and no activity is tracked. Thanks Jess
We want post fields added to relevant activity. We have a planned report for the data and everything! Getting our mods to always do this is more tricky. Is there anywhere in the Analytics section which IDs the mod who's added PFs? I can't see any footprint on the post fields exports, so this is not a good sign. But I feel it's worth a double check with you all. If we know who's adding the most and the least, we will easily be able to incentivise our team to add add add. Maybe a KPI could be made, who knows..............
Our community is sort-of in the process of redefining itself. We are planning on executing a user survey and now I would be curious to know your thoughts? Any do's or dont's? What did you ask? How did you implement the survey? Also, if you have some best practices on exit surveys, I would be happy to hear :) We do have an exit survey, but the feedback we get is not really usable. (And they say our survey is too long :see_no_evil:
Discussion point here: For an established community with heaps of content, is the Analytics sections' 'Answered by peer' metric a suitable one? This will only look at new questions, and the source of the answer. But as time goes on, surely the % of activity which can be considered a 'new question' drops. More and more activity would be comments on existing topics, or be merged onto existing topics as the question has already been asked before. Peer to peer support might not be dropping, but this metric will imply that it is. What alternatives can an established community use to track peer to peer? Are post fields the answer?
This tutorial will show you how you can add Google Site Search to your Google Analytics. With this you can: [list] [*]learn what customers are searching for the most on your community [*]identify which search leaves your customers unhappy [*]find opportunities for new content which will help your users [/list][h3][b]How to add it[/b][/h3]Adding this is actually really simple. You just need to have access to your Google Analytics account in order to set it up. Once you are in your Google Analytics environment, go to the "admin" section (1). Then click on "view settings" (2). [img]https://uploads-eu-west-1.insided.com/inspired-en/attachment/97f9decb-b0cb-48a3-9f37-ad707364d63e.png[/img] Then, you need to activate the "Site search Tracking" (3) and add "q" as the value which Google needs to identify search queries in a url. [img]https://uploads-eu-west-1.insided.com/inspired-en/attachment/dda733dc-0614-4c62-ac24-1efaa868d3f3.png[/img] And that's it, Google will now start tra
Hi all, It's probably a very weird question, but I find the exports very confusing on the platform as, even though I select a time frame, I only get incremental data, like for example the "total views" or "total comments". While I understand it can be good to know the numbers of views or comment on a specific topic since its creation, I would also like to know how many views and comments a topic received in a specific timeframe, like during a month for example. Is there a way to get this kind of info from the exporting tool, or any other tool on the platform? Many thanks in advance for your help.
Hi! Can someone explain to me how I can perform an analysis on our custom moderator tags? The existing exports do not seem te show the moderator tags? Example: We currently add the moderator tag ''[b]idee''[/b] to some customer topics. I would like to get insight into how many ''ideeën'' are submitted within a certain time range. Thanks in advance!
Hi, if you ended up in this category, then you probably want to play around with numbers. :D It does not matter if you plan to build your own dashboard, or if you want to get inspiration on how to create awesome reports... Here you will be able to learn about the best practices! But that is not all: We also speak about Post Field Analysis, KPIs, user metrics and many more - basically everything that is being displayed in numbers. :D So if you want to show off your awesome dashboard, or simply want to challenge us on the way metrics, dashboards etc. are working, then go ahead and start a new topic! Cheers, Julian
Two questions here: [list] [*]Is there a way to determine how many people logged into the community say last month? [*]Is there a way to determine how many new members signed up last month? [/list] Point 1 will help with determining monthly active users (MAU) and I think if I divide how many visits/how many people logged in I might get a MAU%. Point 2 will help me gauge how quickly we are going - to some respect. Would also like to hear what other report on in terms of community metrics
I started downloading the user activity for our Super user Radar, but I dont undestand the "Last Visit" and "last activity" dates. We have several cases, I copied one example of one of our users: the[b] last visit[/b] was in December but the [b]last activity[/b] was in February. If the user entered to the page in February to make the last activity, the last visit should change too, right?. User: Last Visit: 12/12/2017 Last Activity: 15/02/2018 Has anyone seen a case like this? Is this a bug from the data? Thank you
[b]The “Mark as answer” export in Insided Control is kind of an odd data export.[/b] In all other exports, you select the time range when something showed up. For example a post, topic or registration. “Mark as answer” is the exception, because the time range you select when exporting this data is the time range when the actual [i]marking[/i] has occurred. So neither the question nor the answer was created during that time, per se. If today you unmark an answer from 3 years ago in a topic from 3 years ago and mark another post in that 3 year old topic as an answer, it will show up in today’s “Mark as answer” export. Counterintuitive, right? [b]It's a shame the "Topic" export doesn't have the same interesting insights as "Mark as answer"[/b] For topics where there wasn’t any marking of answers involved (in the timespan you select), we’re missing a lot of data that the ‘mark as answer’ export offers exclusively. For example the second post user role and the time between the first an
How do you measure peer to peer support and how important is this metric to you? Here are a few reasons why I think the customer helps customer % metric is skewed and unreliable. It could be low, because: - Customer helps customer % is often defined by the effectiveness of your moderator team. If moderators are more speedy and effective than usual for whatever reason, chances are peers will provide less marked answers relatively. - Summarizing and quoting the tips and ideas of others and marking it as an answer can help a topic being more useful and easier to read. It's not counted as peer to peer support, while really the community helped out. It could be high, because: - Some customers mark their own response saying 'Customer service fixed it for me' as an answer. The support clearly doesn't count as coming from peers, but it's counted as such in customer helps customer %. - Other customers are good at redirecting other customers quickly. I'd rather have 100 more visits
You probably realize by now that your community can potentially benefit your company in a variety of ways. The natural question at this point is usually: “where should I begin?” Prioritizing your efforts matters. The starting point should always be given by your community objective and your community concept. Both aspects provide you with a clear guidance about where the opportunities lie, as well as help you determine the opportunities that are consistent with the role that your community is playing within your online ecosystem. To make sure that you are able to highlight the potential value to internal stakeholders there are several practical steps that your should consider. Begin with ensuring that your company’s digital media or website owners help you position the community towards your customers. Integrations are central in helping you bring relevant traffic to your community and to show the preference that customers have for user-generated content in comparison to sponsored or
How to sell your community internally and highlight its value: Advantages of using a community for improving products and services (KB)
Your community is a rich source of data about your customers and prospects. Conversations in the community can reveal insightful data on frequent issues, popular features and most desirable improvements to your products and services (See also [url=https://inSidedhq.atlassian.net/wiki/display/SD/Post+field+analysis]Post Field Analysis[/url]). The community is also the perfect source of product and process testers. This is because, on the one hand, Super Users often display high levels of technical knowledge about a company's products and services. On the other, regular users can be seen as a representative sample of customers, who will therefore use a product as a typical customer would. Your product and development team can select testers based on their role in the community, therefore ensuring that they have the required knowledge on products, belong to the right demographics or are loyal customers, all of which ensure that testers remain engaged throughout the different phases of te
[h1]Why sell your community internally?[/h1] The more involved the different business units within your company are in your community, the more embedded the latter will be within your online ecosystem and within your business. Involvement from other business units can vary in intensity, but in general terms every area of the business can gain from the rich data produced by your community on a day-to-day basis. A community can directly deliver value to at least three areas of your business: Customer Care, Product and Development and Marketing and Sales. For Customer Care and Support a community can potentially result in big savings on call deflection as well encouraging higher levels of peer-to-peer support and self-service. A community can help your Product and Development team improve current and future products. A community can help your marketing team promote products and leverage their branding efforts. Marketing and branding units can also incorporate the community within premiu
In the videos listed below, Rogier shares community benchmark metrics from 18 telcos and explains where the true business value lies within telco communities. Or read [url=https://blog.insided.com/how-telco-communities-generate-long-term-business-value-12bf18d7b4e7]his article[/url] about this. [url=https://youtu.be/khQ52vt6eVY]Learn what role a community plays in enhancing your customer journey.[/url] [url=https://youtu.be/POkDcS2uPys]Learn how a community adds to the pre purchase phase in the customer journey, which we call conversational commerce.[/url] [url=https://youtu.be/OebY9VwxPd4]Learn how a community adds to the post purchase phase in the customer journey, which we call conversational service.[/url] Enjoy the videos! We love to discuss your findings, don't hesitate to share your thoughts!
Hi, I'm interested in how others use the Analytics provided ... we have multiple sources of data within our company and with other systems we can use apis or services to merge them into dashboards that cover more of our online journeys, not just community. However, with InSided we just have the option to export csv files, as far as I'm aware. I'm a lazy person and this seems like a manual process that we have to invest time in every given time period. Is there any smart way of using the analytics available to update external sources? Thanks!
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