Analytics & reporting
Everything around metrics and KPIs
- 81 Topics
- 218 Replies
From now onwards we will discuss interesting and challenging aspects of community management. We kick-off our videos with a topic that is essential for community managers and community success: [b]Sense of Community[/b] [video]https://www.youtube.com/watch?v=vSevuho189E&feature=youtu.be[/video] Don't hesitate to leave your comments or questions below and remember that you can learn how to measure Sense of Community by visiting our [url=https://insidedhq.atlassian.net/wiki/display/SD/A+guide+to+measure+Sense+of+Community]Knowledge Base[/url]
We believe Sense of Community is important as it shows the level of liveliness within your community and it tells you something about the likelihood of people to contribute. We looked into three different metrics: 1. The number of unique contributors in a thread 2. Percentage of single user topics 3. The relationship between unique contributors and posts per topic The research found that a higher number of contributors per topic has a positive impact on the amount of conversation in your community. Want to know more about the benchmarks created and how to measure the Sense of Community within your online community? Go to our [url=https://insidedhq.atlassian.net/wiki/display/SD/Sense+of+Community]knowledge base[/url] to find out more. Do you have more questions? Make sure to ask and let us know how you keep your Sense of Community happening :) [img]24be2077-0a79-4de7-9a41-e0b9a6e1179d.jpg[/img]
Working in a contact centre environment, we are currently tracking amount of time spent on the forum by the moderator team, but how do you measure how productive they are being? For any other action, we can measure CPD, contacts per day etc, but with forum that's more tricky. I know the team and making the best use of their time, but how do I demonstrate this to the rest of the business. We've bounced several ideas around but have yet to find a solution!! Any help would be appreciated!! Darran
Dear inSpired community, I am struggeling and are desperate for help! In my Telco-world the numbers is the key to get ressources and survival. Unfortunately, my exit-survey is providing me no help, and i was hoping that we could share experiences on how to make a proper exit-survey. Our current situation is this: almost 10.000 users had the survey presented this month, but only about 70 users actually filled it out. The low amount of replies makes it difficult to gather feedback and improve, but it also looks horrible on reports when resolutionrate and customer satisfaction can move 10-15 percentage points each month for no specific reason. The survey-behaviour is currently the same we use across the website [b]Desktop:[/b] 30 seconds on a page and then move the mouse towards the top (40% of the time) [b]Mobile:[/b] 5 Pageviews (60% of the time). I was speculating, if it would make sense to customize the survey so it would fit the user-behaviour/journey based on
Hello everyone, At NOS community we are setting up the post field analysis. We would like to hear from you (that have more experience than us) regarding the best KPI and metrics :D Could you please give us some of our own examples? What are you measuring right now? Which metrics don´t work so well in terms of results? Suggestions are very welcome :cool:
Hi, I was wondering which performance indicators (KPI's) you guys use to show the importance of your community. I'm looking into using the Insided conversion funnel for our KPI's, so the conversion from visitor to registration as a KPI, from registration to first activity, etc. [img]b9d9d6fd-49d5-45c5-9939-329840d46be9.png[/img] Do you think this could work? Or do you have other good ideas? Thanks, Jolien Edit: Can a moderator edit my title :8 It should be 'your'
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