I’m working on a long overdue project to develop a set of metrics (and corresponding dashboards) and benchmarks to measure the performance of each of my community team members.
Right now, on an individual level, we look at:
- Response Rate (% of questions asked that get a first comment/response)
- Question Resolution Rate (% of questions that receive a best answer designation)
These metrics make sense because they are something the community moderator can directly impact week to week. But what else could I add here?
FYI: We do have more comprehensive metrics and reporting in place for the overall health and performance of the Community.
Curious to hear how other’s that are managing Community teams do this?