Salesforce Customer Community KPIs

Key performance indicators (KPIs) are metrics used to measure the performance and effectiveness of a customer community and support portal.

Here are some common KPIs for Salesforce customer community and support portal and how can you improve them on your own community or portal.

User engagement

This measures the level of engagement and participation among community members, such as the number of visits, page views, and posts.

To improve user engagement, a community manager can encourage more participation by creating interesting and relevant content, hosting events and webinars, and providing incentives for active community members. For example, a community manager can create a content calendar and schedule regular Q&A sessions with industry experts, or host a virtual event that focuses on a specific topic that is relevant to the community.

Satisfaction

This measures how satisfied customers are with the community and support portal, such as through survey responses or Net Promoter Score (NPS).

To improve customer satisfaction, a community manager can gather customer feedback and take action to address any issues or concerns. For example, a community manager can conduct regular surveys to gather feedback on the community and support portal and use the data to make improvements.

Resolution rate

This measures the percentage of customer inquiries that are resolved within a certain timeframe, such as within 24 hours.

a community manager can work to ensure that customer inquiries are being handled quickly and efficiently. For example, a community manager can set up a process for triaging and prioritizing customer inquiries and ensure that customer service representatives have the resources and training they need to resolve issues quickly.

Response time

This measures the amount of time it takes for customer inquiries to be responded to, such as the average time to first response.

For example, a community manager can set up an automatic email notification system to alert customer service representatives when a new inquiry is received, or use chatbots to provide instant responses to common questions.

Self-service usage

This measures the usage of self-service resources, such as the number of articles read, the number of searches, or the percentage of inquiries resolved through self-service.

For better self-service usage, a community manager can create and promote useful self-service resources such as FAQs, how-to guides, and video tutorials. For example, a community manager can create a knowledge base that is easily searchable and personalized to the user’s needs.

Case deflection rate

This measures the percentage of customer inquiries that are resolved through self-service, rather than through direct contact with customer service.

Make sure that self-service resources are easily accessible and effective in resolving customer inquiries. For example, a community manager can create a chatbot that uses natural language processing to understand customer inquiries and provide relevant resources.

Case volume

This measures the number of cases or inquiries received, which can be useful for identifying patterns or trends.

Reduce the number of customer inquiries by promoting self-service resources and providing clear and accurate information on the website or community portal. For example, a community manager can create a chatbot that provides instant answers to common questions, or create an interactive tutorial that guides customers through the process of resolving their inquiry.

Repeat contact rate

This measures the percentage of customers who contact customer service multiple times for the same issue.

Make sure that customer inquiries are being resolved completely and effectively the first time. For example, a community manager can create a process for follow-up to ensure that customer inquiries are resolved completely and effectively the first time.

Community growth

This measures the growth of the community, such as the number of new members, the number of posts, and the number of interactions.

Attract new members by promoting the community through social media and other channels, and providing valuable and relevant content. For example, a community manager can create a referral program that rewards current members for bringing in new members, or create a contest that rewards the most active members.

Churn rate

This measures the rate at which customers leave the community, which can be useful for identifying issues or areas for improvement.

To improve the churn rate, a community manager can work to retain current members by providing valuable and relevant content, and addressing any issues or concerns that may be causing members to leave the community. For example, a community manager can conduct regular surveys to gather feedback on the community and use the data to make improvements.