Defining Measurement Framework
Now that you have a launch strategy in place, you need to have a measurement framework to keep track of whether your efforts are bearing fruitition.
Here is an exhaustive list:
- Unique visitors
- New member registrations
- Page views
- Retention/attrition
- Member loyalty
- Member satisfaction
- Most active members
- Top searches
- Message posts
- Conversion
- No. of First time contributors
- No. of customer service tickets
- cost savings for customer service
- Tech support tickets
- cost savings for tech support
- mentions on other sites
- User complaints
- referrals to community
We will cover community metrics in more detail in the next chapter.