KPIs to Consider for Communities
Here is a list of common KPIs to be considered while dealing with communities.
1. Event KPIs (Both Digital and In-Person)
No. of RSVP for events
Percentage of new event attendees
Percentage of return attendees
Rate of churned attendees (% of people who only attended only one event)
The average number of attendees per event over time
2. KPIs for Online communities:
Behind every community member is an actual person, and engagement comes only if the companies understand the needs of that person.
This is where community profiling plays a major role.
Persona Specific Metrics
What industries is my community attracting?
What position does the community member have within their company?
Do I have content to meet the needs of each persona?
General KPIs
Number of community members on Slack, Discord, etc.
Percentage of monthly active members
Number of new member sign-ups
Number of posts added in the community by employee and non-employees
Number of comments created in reaction to the community’s posts
Percentage of comments from new community members by cohort
Number of members leaving the community
Content KPIs
What content has the most engagement (i.e. likes, up votes or comments)?
What content has the lowest engagement?
What content topic is the most popular?
What content topic is the least popular?
What content is lacking on the site that members are requesting?
What content type is the most popular (i.e. video, Q&A, etc.)?
3. Open source communities:
Number of pull requests by non-employees
Number of non-employee contributors
Percentage of code contributed by non-employees
4. Social communities:
Number of followers
Growth rate of followers month-over-month
Number of retweets by month
Number of @ mentions by month
Average number of likes and comments per post
5. KPIs to track CX (Customer Experience)
Net Promoter Score (NPS)
Customer Effort Score (CES)
Number of community ambassadors.
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