What's in your monthly reports?


(Richard Millington) #1

Just curious to get some idea of best practices here…

What do your community reports look like?

Can anyone share theirs? Or at least describe what they look like? What do you report up? To whom? And how?

(Tanya Gorbunova) #2

I post public community reports to the community and prepare internal reports for our employees each quarter.

It will be very interesting to learn what other do!

Usually, public reports contain some stats, top contributors, announcements about our programs or events, the most popular discussions, a list of unanswered questions.

You can see one of them here: https://community.smartbear.com/t5/Community-Matters-Blog/October-2017-Community-News-Journal/ba-p/153035

(Todd Nilson) #3

@tanyagorbunova that’s great that you post public reports on how the community is doing. I wonder how many other community managers are doing that.

Also, I am wondering if there’s a different set of reports for executive leadership or boards than reports that get shared internally with all employees.

(Richard Millington) #4

I quite like that report actually Tanya!

Is that a native Lithium feature or did you manually develop that?

(Rachel McGuigan) #5

This is an example on what we reported on in 2016, however we are working on getting a new one for 2017 next week.


-Sorry for the drive by post.

(Alessio Fattorini) #6

What do you think about that?

(Laurenfaye512) #7

I manage an external support community and sit within the Customer Success Org.

Each week we report up to the Self Service Team and the Customer Success Org. Our reports cover three main KPIs: adoption, engagement, and resolution metrics.

Adoption metrics include: Community pageviews, visitors, new member registration, login activity (total and unique)
Engagement: Engagement ratio (comparing % of consumers vs contributors), activity: total posts and comments
Resolution: Best Answer Resolution (percentage of best answers/solutions selected) and Response Ratio (out of questions asked that week, what percentage received at least one comment/response)

We also have more diagnostic level dashboards that my team uses to track their performance throughout the week. We don’t report that level of granularity up.

What I think we could do better at is sharing reports/metrics/success stories across the org. Still trying to determine what the best way to do that would be.

And finally - I LOVE the examples listed so far of how folks are sharing monthly/yearly reports with their community members. That’s a really cool idea.

(Emma Furtado) #8

I report a lot of standard stuff from google analytics but I also like providing a ratio of the top 100 employees:customers/community members. I like reporting this because we get to see a snapshot at activity and see if we are hand-holding most of the community, or if our users are driving engagement.

I also look at session duration/time spent on a page. A lot of users will find content helpful but not say anything about it.