Community Performance Metrics

Community ROI is measured in four dimensions. Engagement health: daily active members, posts per week, response rate to questions. Growth: new members per month, referral rate, churn rate. Business impact: community-sourced leads, community-influenced pipeline, member-to-customer conversion rate. Brand value: NPS of community members versus non-members, share of voice improvement, press mentions from community activity. The engagement and growth metrics tell you if the community is healthy. The business impact metrics justify the investment. The brand value metrics demonstrate strategic value beyond pipeline. All four dimensions are needed for a complete picture.