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.