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.

Define some success metrics according to your goals, to measure the outcome of your community efforts.

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.