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aluciani
aluciani
Helper ⭐️
March 15, 2018
Solved

Two questions on user metrics

  • March 15, 2018
  • 2 replies
  • 345 views
Two questions here:

  • Is there a way to determine how many people logged into the community say last month?
  • Is there a way to determine how many new members signed up last month?
Point 1 will help with determining monthly active users (MAU) and I think if I divide how many visits/how many people logged in I might get a MAU%.

Point 2 will help me gauge how quickly we are going - to some respect.

Would also like to hear what other report on in terms of community metrics
    Best answer by Shane1
    You can get both metrics via the user export which is the good news. The user export is organised by registration date so if you just select the month of March you will only get a list of users who registered in March. In that export there is also the column 'last visit' but the name is misleading as its actually the date/time the user last logged in.

    Now for the bad news. A user could be logged in for weeks without having to go through the login process as long as they didn't close their browser session. Therefore, that data would not be very useful for determining MAU as you could have very active users who don't login for weeks.

    So I think a more accurate metric to use along with number of new registrations would be number of posts per month or else look at user's last activity.

    2 replies

    Shane1
    Shane1Answer
    Helper ⭐️⭐️⭐️
    March 15, 2018
    You can get both metrics via the user export which is the good news. The user export is organised by registration date so if you just select the month of March you will only get a list of users who registered in March. In that export there is also the column 'last visit' but the name is misleading as its actually the date/time the user last logged in.

    Now for the bad news. A user could be logged in for weeks without having to go through the login process as long as they didn't close their browser session. Therefore, that data would not be very useful for determining MAU as you could have very active users who don't login for weeks.

    So I think a more accurate metric to use along with number of new registrations would be number of posts per month or else look at user's last activity.
      Julian
      Julian
      Gainsight Employee ⭐️⭐️⭐️
      March 15, 2018
      Hi,

      Shane made some very good points there. Reporting is a huge topic in itself, it could even be a subforum on it's own here...

      While tracking registrations and logins historically are being regarded very important KPIs, there might be other metrics which are much more efficient to measure how far your community is achieving it's set goals.

      In my opinion, registrations and logins are "only" good to measure community growth, community health is only being measured indirectly - it tells me how many users might engage. Theoretically you could have many registrations and logins, but no activity.

      Just to give an example of a more powerful metric which is rather easy to overlook: If you run a "mark as answer"-export in the analytics section, then you will find that we track the time between a question has been posted and when it has been marked as answered (called "post_1_post_answered_timeDifference"). This gives you a good insight in how efficient your community is in answering questions, and compare it to e.g. the average handling time of your customer support agents.

      We are currently developing some powerful analytics dashboards. The current content dashboard (again, to be found in the analytics section) will already give you some quick insights. Future dashboards will focus on other fields which we regard as relevant.

      I have planned to publish an article about tracking the most relevant metrics, I hope to finalize it in a few days.

      Here some related topics which you might find interesting:

      How do I work out how long people are spending on our forum?

      Community reporting: Community Analytics tools (Knowledge Base article)

      Cheers,

      Julian
      I follow my nose, it always knows
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