Does anyone have benchmarks for community forum engagement, specifically around content viewers vs dormant members. i’e what % of viewer members (members viewing content) in the last 90 days do you aim for? what % of dormant members are you comfortable with?
This one is extremely hard to quantify. Ive managed for a handful of organizations and each does it a little differently. It really depends on your industry and reason for having a community.
If the community is public or private will be the biggest indicator for metrics. If its closed you should have higher % of engaged people vs a public space where people come from Google ect.
If your community is around support the need to people to post isnt always there. People come to read and solve a problem then leave. Most wont engage for these purposes. You will likely see more newer topics with a few less replies heavy focus on solutions.
If you community is around brand recognition and more than a support portal then engagement would likely be higher. Usually more engaging in terms of replies and less focus on solutions.
I like to monitor solutions and solution views for support communities. Replies, new registrations and views onto event boards for more marketing/community focused communities.
To better answer your direct question, dormant users I am not concerned about in public communities. Many of those accounts turn out to be spam accounts. For private communities, I would focus on churn at the org. Historically, someone who hasnt logged in for a long period of time is susceptible to churn.
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