Thanks for the additional context! I don’t usually quantify moderator engagement numerically like that (it’s more of a “feel” thing), but if you want to have a strong, useful customer support community, you wouldn’t want to see more than a handful of mod-initiated posts IMO. The whole idea is for customers to be asking for help, helping each other, and making suggestions (possibly) or sharing tips. The less the mods have to post, the better.
My reasoning is that a customer community should be driven by the customers, and too much mod presence (in terms of driving the conversation) can stifle member-driven presence. They start to feel like “well, the brand has this handled, so I don’t need to jump in.” It can stop superusers from emerging to take the wheel.
That’s just my own thought process, though. Would love to hear from others too!