As Support develops community channels it must consider how to measure the impact of these strategies. This article introduces a few metrics to consider.<\/p>\n
Here are the community measurement practices for Support<\/p>\n
May include social planforms, your own discussion forums, or those hosted by third parties (e.g. product user groups, professional associations, publications, etc.).<\/em><\/p>\n This indicates the extent to which the entire installed base for a specific product line or brand uses a community (e.g. if individuals from 100 companies out of a total installed base of 1,000 companies use a forum the Customer Engagement rate is 10%).<\/em><\/p>\n This is the percent of the \u201cengaged customers\u201d that are entitled to request assisted support.\u00a0 How many “social” users can you identify that also have access to receive assisted support from your team.<\/em><\/p>\n High Severity of 5% indicates that at least 5 percent of the discussions about your products relate to issues that impeded the user\u2019s ability to successfully use a key product feature and\/or to use the product to support a critical business function.\u00a0 You can align this metric with your own severity level definitions.\u00a0 Note: Social channels are typically not great channels for getting support for high severity issues.<\/em><\/p>\n For a definition of deflection see the article titled: <\/em>How to Define and Measure Deflection<\/a><\/p>\n If 20% of issues discussed through the community are unfamiliar and no solution has been developed the \u201cNew Rate” is 20%.<\/em><\/p>\n If the remaining 80% of issues are familiar, or known, the “Known Rate is 80%.” A high known Rate indicates that you have a greater opportunity to resolve these issues through self-help channels.<\/em><\/p>\n If 30% of issues discussed through the community can be resolved by a previously documented answer to an issue from the knowledge base or other discussion thread, then the \u201cTopic Coverage Rate\u201d rate is 30%.\u00a0 Ideally most of not all of these topics will be resolved by previously documented and shared knowledge.<\/em><\/p>\n The \u201cNew Rate\u201d indicates the rate that issues discussed within the community or social channels cannot be answered by existing knowledge base articles.<\/em><\/p>\n A sentiment score is typically calculated by using a text analytics tool designed to extract customer \u201cfeelings\u201d from the text of a community post.\u00a0\u00a0<\/em><\/p>\n To learn more about measuring customer sentiment and satisfaction check out\u00a0Best Practices for Developing Customer Insights<\/a>.<\/p>\nThread Density<\/h4>\n
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Customer Engagement<\/h4>\n
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Entitlement<\/h4>\n
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High Severity<\/h4>\n
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Deflection<\/h4>\n
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New vs. Known<\/h4>\n
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Topic Coverage<\/h4>\n
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Knowledge Gap<\/h4>\n
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Sentiment<\/h4>\n
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