The Legacy Stats page for any paid community can be found in the Configure Workspace.
Simply log in as an employee, and then navigate to the “Stats” page from the left hand menu. To set up your Stats page, you must first save your time zone from the drop down menu. The metrics and charts on the Stats page can be sorted by week (last 7 days), month (last 4 full weeks), or year (last 12 full months) view.
- Net Promoter Score (metric) – how likely are your customers to refer their friends to you?
- New Topics (metric & graph) – how effectively are you driving traffic to your community?
- New Replies & Comments (metric & graph) – how engaged is your community?
- Topic Source (graph) – where are your community members coming from?
- Employee Participation (graph) – how active are your employees in your community?
- New Sentiment (graph) – how do your community members feel?
- Active Users (table) – who are your most frequent posters?
- Active Topics (table) – which topics have the most activity this week?
Net Promoter Score
This value is designed to give you quick insight into how people are feeling about your organization. It specifically uses data from the “Rate <organization name>” feature, and is an all-time value (will therefore remain the same when changing the data duration between week, month or year). Average NPS benchmark values can vary widely between industries (20%-50%). Reference: Wikipedia NPS article.
The “New Topic” metric is one way to measure how effectively you’re pointing potential users to your community. To assess how well you’re doing, consider the 90-9-1 principle. About 60 a week can indicate a self perpetuating community (good peer-to-peer engagement, and therefore may require less company engagement). As the community matures, and people find answers to their questions without having to ask, you can expect this number to flatten. If you’re not getting enough new content, perhaps you need to create more obvious entry points, install or tweak your widgets, or run some promotions to stimulate activity.
New Replies & Comments
New replies and comments are an indicator of engagement. (>4:1 Replies+Comments : New Topics = Engagement) The “Replies & Comments” metric is one way to measure the engagement of your community. You want to see a decent ratio of replies to topics which is an indication that conversations are occurring. Keep in mind that this metric includes all replies & comments from everyone – community members and employees. If your engagement is low, be sure you’re responding to topics in a timely manner thus providing positive reinforcement for using the community and keeping members interested in the dialog. Responding within 24 hours is recommended, even less than that is ideal. It may require consistently doing this for the first 6-12 months of your community. Also, try soliciting feedback or sharing of best practices and tips.
The Topic Source graph is an indicator of entry point effectiveness. Are they using your widgets, accessing the community from the mobile web, or coming directly from Facebook? With Topic Source, you can see where your customers are coming from. There’s no “right or wrong answer” here. It really depends on your own goals for traffic sources – if you have any. For instance, if you’re hoping to get a lot of community traffic from your web site but aren’t, you might want to consider your widget usage and placement. This metric can also help you determine what promotions are working. Did
you run a promotion for community engagement in Facebook and then see a big uptick in content creation from our GS for Facebook app? If so, it worked!
The Employee Participation graph is an indicator of volume and nature of Employee engagement. How engaged are your employees? Are they replying? Are they promoting their replies as Official Responses when applicable? Are they posting Company Updates regularly with news and promotions from your company? If employee participation is low you may want to inquire to understand why. If your community has been around for a while and has a lot of thriving & positive customer-to-customer engagement it may be ok to have low employee participation. But if that’s not the case, it’s vital that employees get in there and engage users while doing their best to manage sentiment and keep the community moving in a positive direction. You also can compare the “Replies” number between this graph and the “New Replies & Comments” graph to determine the percentage of replies in your community that are coming from end users.
How are your community members feeling? The New Sentiment graph helps to track your community’s mood over time. You can even look for trends based on day of the week. The goal here is pretty clear: more positive than negative. If your sentiment metrics are skewing negative, consider what you can do to turn sentiment around. You may want to take a look at our Negativity Plan template to get some ideas about managing sentiment and handling negativity. A good start, though, is to be sure you’re leading by example with friendly, human interactions.
The Active Users graph is useful in identifying your potential Champions. Who are your most frequent posters? Use this as a starting place to track who you should be keeping an eye on. Then follow their content to see if they’re contributing in a positive, productive and helpful way. This chart excludes Employees and existing Champions so you can spot new Champ candidates more easily. Your goal with this chart is to map active users to knowledgeable and helpful content. If your most active users are only purveyors of negativity, you’ll want to work on managing sentiment and on preparing and announcing a Champions program to encourage more activity from your subject matter experts and more helpful members. Take a look at our Champions Program template for some tips and suggestions.
What’s being discussed in your community? What are the hottest topics this week? Which ideas are members clamoring for? What problem needs to be resolved ASAP? This chart tracks the top 10 topics based on the number of replies, comments and +1 votes. Be sure you’re participating in the most popular topics, keeping community members up to date by setting the status and posting replies. Remember to promote the best Employee replies as Official Responses, so all viewers of these topics are sure to see the most up to date information from the company.