Community Management KPIs

What is the purpose of community management KPIs? How important is it in the industry? These are some of the questions we will tackle below.

What Are Community Management KPIs?

Community management is a concept that was first introduced back in the early 2000s. The idea behind this concept was to focus on building and strengthening the relationship between a brand.

And also its customer base, or target audience. For an organization, this strategy can be quite useful since it allows them to take a closer look at their target audience and to better understand them. 

Also, it allows them to focus on improving the customer experience on their end. So this can help improve conversions, increase sales, and keep customers satisfied with the services offered by the brand.

These days, community management has become more important than ever before. According to statistics given by the American Customer Satisfaction Index (ACSI), only 42% of customers are more likely to recommend a brand.

When they are satisfied with how the company handles social media interactions. Also, companies that have more than 20 employees receive more complaints from dissatisfied customers than those that have fewer employees.

So this is why community management KPIs are so important for people working in community management roles. They allow you to monitor how your customers feel about your brand and whether or not you should make changes.

It is to make that customer experience better for everyone involved. We will discuss this topic in detail below.

Types of Community Management KPIs

Before we dive into what community management KPIs are. Let’s take a moment to examine some of the types of KPIs that you should be using in your professional life. 

So this will help us understand what KPIs are in general and how they can be beneficial for us overall. Here are some of the most popular types:

1. -Level KPI:

So this type of KPI measures how well your business is doing overall in terms of your objectives and goals for that year or quarter. It will allow you to measure everything from growth and profitability.

It is to employee satisfaction and customer experience based on reviews given by users. These are some examples below: 

  • Employee satisfaction level 
  • The growth rate of your business 
  • Profit margin 
  • New clients 
  • Number of repeat clients 
  • Negative reviews 
  • Number of positive reviews 
  • Customer retention rate 
  • Profit per employee

2. Key Performance Indicators:

These are metrics that are used by a company to measure certain things that they want to improve or change. These can help companies measure their performance.

So in general, give them a better idea of where they can improve and what they need to work on. Here are some examples: 

  • Delivery time 
  • Website abandonment rate 
  • Customer satisfaction rate 
  • Product satisfaction rate 
  • Number of negative reviews 
  • Number of positive reviews 
  • Customer retention rate 
  • Customer acquisition cost 
  • Product quality index 
  • Sales volume

3. – KPI Dashboard:

This is a graphic representation of your company’s KPIs. It will allow you to display your KPIs in an easy-to-understand manner, at the same time allowing you to compare them with the previous year or quarter. 

It will also allow you to track your progress and make necessary adjustments as needed. 

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