The Community Club

Discussion on: How do you measure community success and health?

jillrossco profile image
Jill Ross

I like the Value Added / Value Gained framework developed by Ted Hopton for community success and health. This example is for an internal/employee community, but I think it could apply to external/customer communities as well:

This approach gives you a better sense of the quality of your community activity based on the quantity of specific behaviors. There are tons of false negatives and positives when it comes to community metrics, so making the distinction between what adds vs. extracts value is important.

bryanwi11iams profile image

The big question! We focus on obtaining data where ever possible. Validating and not just attributing community as ''a nice to have'' being the goal.. Few areas we focus on

  • Event/engagement growth over time: try and break down by new members, existing members, and better still if you cant track those not members, and why
  • revenue (where applicable) Quick surveys for instant NPS
  • would you recommend to colleagues or network?
  • would you attend more events ahead?
mdimino profile image
Marissa Dimino

Agreed with Bryan's approach! I've admittedly struggled with this recently (being granted enough time from leadership to prove value), but in a prior community I had the luxury of having a few years to build programs data and feed into the CRM. We were able to eventually prove that 85% of customers were more likely to remain a customer if they participated in community programs. We also ran biannual satisfication surveys and had periodic "happiness" pulse checks. And then of course the event conversation data, activity level, etc.