If you feel like you’re caught trying to go upstream in a surging metrics river, you’re not alone.
But we do have to measure our community activity and member behavior to get a handle on customer satisfaction. The health of a community is dependent on the health of customers’ interactions and feedback.
So we’re faced with two questions: what should we measure, and how? This is when the impending flood of metrics advice and tools looms again. This is when we need to take a step back and define what community success is. To do that, engagement and satisfaction should be separate.
Celebrate and encourage engagement. Focus on collecting and tracking customer feedback. Measure both to see satisfaction trends.