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.