Activity Metrics
Pageviews
Unique visitors
Members
Posts (ideas/threads)
Number of groups (networks/forums)
Comments & Trackbacks
Tags/Ratings/Rankings
Time spent on site
Contributors
Active contributors
Word count
Referrals
Completed profiles
Connections (between members)
Ratios: Member to contributor; Posts to comments; Completed profiles to posts
Periods: By day, week, month, year
Frequency: of visits, posts, comments
Survey Metrics
Satisfaction
Affinity
Quality and speed of issue resolution
Referral likelihood
Relevance of content, connections
ROI Measurements
Marketing/Sales
Cost per number of engaged prospects (community vs. other initiatives)
Number of leads/period
Number of qualified leads/period
Ratio of qualified to non-qualified leads
Cost of lead
Time to qualified lead
Lead conversion
Number of pre-sales reference calls (to other customers)
Average new revenue per customer
Lifetime value of customers
Customer Support
Customer satisfaction
Number of initiated support tickets per customer per period
Support cost per customer in community
Product Development
Number of new product ideas
% of ideas from customers/prospects/community
Idea to development initiation cycle time
Revenue/Adoption rate of new products from community vs. traditional sources
HR
Retention/Employee turn over
Time to hire
Prospect identification cost
Prospect to hire conversion rate
Hiring cost
Training cost
Time to acclimation for new employees
Individual Metrics
Number of friends met online that users have met offline
Number of friends met online that member has subsequently collaborated with
Number of ideas that the user has gotten and then used in their work
General Internet Tracking (outside of enterprise-sponsored communities)
Net Promoter Score
Meme Lifecycle
Number of mentions (tracked via web or blog search engines)
Positive/Negative listing ratios on major search engines
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