Are there online community benchmarks?

Beverly van de Velde

Are there any industry benchmarks around healthy online community forum activities? Specifically:

1) Forum Activity - based on the size of community, how many new questions and new comments occur on average?

2) What is an average percentage of unanswered questions?

3) What is an average percentage of solutions found / answered questions?

Carlos Alves

In Exchange we're working to:

1- Promote Engagement and Nurturing practices.

2- <5%

3- <10%

Metrics 2 and 3 are results of your actions under #1.

You may find this valuable:

https://www.tsia.com/webinars/brand-community-essentials-for-support-and-beyond

https://www.tsia.com/resources/tsia-enterprise-community-progression-model

Beverly van de Velde

Thanks, Carlos! That's very helpful. Enjoy the weekend!

Brendan Parm

I would recommend checking out content by Richard Millington of Feverbee.com or Carrie Melissa Jones:

Carrie did a webinar with Vanilla on this very topic (Now Higher Logic Vanilla - full disclosure, my company and TSIA partner):

https://pages.vanillaforums.com/setting-impactful-community-kpis

Richard's website with a whole section dedicated to ROI

https://www.feverbee.com/roi/

Beverly van de Velde

Thank you!

Maria Manning Chapman

Beverly, a really great presentation was conducted by Red Hat at the 2021 conference in Las Vegas. Here is the URL to the presentation: Learning Together: How a Learning Community Can Enhance Your Business

https://www.tsia.com/conference-presentations/learning-together-how-a-learning-community-can-enhance-your-business

Let me know if a member-to-member call might be of interes.

Beverly van de Velde

Thanks, Maria!

heatherausmus

@BeverlyvandeVelde, I know this is an older thread, but these will vary based on the community purpose, maturity, etc. Establishing a benchmark for your community is usually best. However, if you're still interested in data, there is also great data in historical The Community Roundtable State of Community Management reports - I'd skip the recent two and focus on prior reports. I have all of them as a former member of TheCR and a participant in the working group involved in the project, so I'm happy to help if you're still interested in this data. I'm also a data geek re: communities, so happy to share what I've seen in communities that I've managed.

Beverly van de Velde

Thanks, @Heather Ausmus. I'll forward your reply to the OneStream Software Senior Community Strategist.