Quelle: Rachel Happe: Social Media Metrics
Über Rachel Happe: »Rachel Happe leads IDC's research on the Digital Business Economy«
Activity Metrics
- Pageviews
- Unique visitors
- Members
- Posts (ideas/threads)
- Number of groups (networks/forums)
- Comments & Trackbacks
- Tags/Ratings/Rankings
- Time spent on site
- Contributors
- Active contributors
- Word count
- Referrals
- Completed profiles
- Connections (between members)
- Ratios: Member to contributor; Posts to comments; Completed profiles to posts
- Periods: By day, week, month, year
- Frequency: of visits, posts, comments
Survey Metrics
- Satisfaction
- Affinity
- Quality and speed of issue resolution
- Referral likelihood
- Relevance of content, connections
ROI Measurements
- Marketing/Sales
- Cost per number of engaged prospects (community vs. other initiatives)
- Number of leads/period
- Number of qualified leads/period
- Ratio of qualified to non-qualified leads
- Cost of lead
- Time to qualified lead
- Lead conversion
- Number of pre-sales reference calls (to other customers)
- Average new revenue per customer
- Customer Support
- Customer satisfaction
- Number of initiated support tickets per customer per period
- Support cost per customer in community
- Product Development
- Number of new product ideas
- % of ideas from customers/prospects/community
- Idea to development initiation cycle time
- Revenue/Adoption rate of new products from community vs. traditional sources
- HR
- Retention/Employee turn over
- Time to hire
- Prospect identification cost
- Prospect to hire conversion rate
- Hiring cost
- Training cost
- Time to acclimation for new employees
General Internet Tracking (outside of enterprise-sponsored communities)
- Net Promoter Score
- Meme Lifecycle
- Number of mentions (tracked via web or blog search engines)
- Positive/Negative listing ratios on major search engines