The community is one of our channels to build trust for the Hotjar brand as well as acquire new customers via engagement activities. Additionally, this being a live support channel, it will be important to track those metrics that indicate engagement, activities done in the community and the impact generated by those activities to acquire new members.
Metrics to Track | Reason |
Number of users onboarded each month: | To know community growth |
Number of active users | To identify the percentage of community that is active |
Engagement generated | To understand how actively involved our members are |
Number of events V/S engagement generated | To identify outcomes generated from events |
Number of events V/S number of new members acquired | To identify outcome generated from events |
Cost of building the community V/S Impact | To identify cost v/s benefits |
Support queries open v/s resolved | To identify if customer queries were resolved |
Support TAT target achievement | To check if the support team has met their target |
Number of referrals | To identify if the community is valuable enough for members to refer |
