Key performance indicators (KPIs) are metrics used to evaluate factors that are crucial to the success of a community. The metrics chosen should depend on goals of the community or organization, and also reflect typical growth path.

Key performance indicators (KPIs) are metrics used to evaluate factors that are crucial to the success of a community. The metrics chosen should depend on goals of the community or organization, and also reflect typical growth path.

Metrics might include web statistics, number of new members, engagement of members, and flow of members through a pipeline. They can include raw numbers, or, for example, time spent by members.

Some example metrics:

  • Awareness:

    • Number and trend unique visitors to web pages
    • Number and trend new members per month
  • Engagement:

    • % and trend of member base visits community per month
    • % and trend of member base reacting to posts
  • Development:

    • % of customer base completing "members journey"
    • % of customer base achieving "elite" or "advocates" status
    • % of customer base donating, and number of members donating at high threshold