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Sarah_W
Contributor ⭐️
September 25, 2023
Solved

Is there a benchmark for the self service score dashboard?

  • September 25, 2023
  • 1 reply
  • 92 views

Hey fellow Community Managers, 

 

I was wondering if anyone knows the benchmark for the self score dashboard? What is a good score? 

 

Thank you :) 

Best answer by Kenneth R

Hi @Sarah_W , I also would love to hear what other folks in the community would say to this.  From our side what I’ll quickly share is that with this metric, as with so many of these kinds of data points, it really depends on a variety of factors.  And for that reason, a simple benchmark (the average of a bunch of communities) is not really that useful.  

For this particular metric, two of the biggest factors that will influence it are:

  • Is the community positioned as the primary central hub for helpful content?
  • Is the company knowledge base hosted in the community or somewhere else?

Without providing an actual benchmark, which as mentioned above, is often not that helpful due to the many factors involved, what I will offer is that when the community is heavily adopted as a central destination we tend to see self-service scores in the range of 5 to 10.  If you have a more complex (sometimes a little fragmented - something our Digital Hub aims to solve, but that can be a journey) ecosystem, somewhere around 1-5 would likely be considered a fine score.

1 reply

Kenneth R
Kenneth RAnswer
Expert ⭐️⭐️
September 25, 2023

Hi @Sarah_W , I also would love to hear what other folks in the community would say to this.  From our side what I’ll quickly share is that with this metric, as with so many of these kinds of data points, it really depends on a variety of factors.  And for that reason, a simple benchmark (the average of a bunch of communities) is not really that useful.  

For this particular metric, two of the biggest factors that will influence it are:

  • Is the community positioned as the primary central hub for helpful content?
  • Is the company knowledge base hosted in the community or somewhere else?

Without providing an actual benchmark, which as mentioned above, is often not that helpful due to the many factors involved, what I will offer is that when the community is heavily adopted as a central destination we tend to see self-service scores in the range of 5 to 10.  If you have a more complex (sometimes a little fragmented - something our Digital Hub aims to solve, but that can be a journey) ecosystem, somewhere around 1-5 would likely be considered a fine score.

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