Want to know if your members are happy or enjoying your community space? In this post, you’ll find out 5 ways to measure your community’s satisfaction.
What is community satisfaction?
Community satisfaction is important for understanding your members better. Simply put, are your members enjoying, happy, involved in the conversation and getting enough value from your community? Community satisfaction is a subjective matter and varies from member to member. So is it even possible to measure abstract concepts like “community satisfaction”? Generally speaking, we can find out if your members are satisfied and how satisfied they are.
Here are 5 ways to help you measure your community satisfaction:
#1: Observe members behavior
The first step you can make as a community manager is to observe your members. Look at their posts, how they interact with each other, and the topics they talk about.
- Are they active or inactive?
- Do they raise a lot of complaints?
- Are they talking about the same issues?
- Do they invite their friends?
- Is your community growing?
- Are your members engaged?
- Are there a high number of people leaving?
#2: Check out reviews
Do you have a Facebook or Google page for your community? Then you may be able to find out what your community members think and whether they’re happy by looking at your reviews. If you see negative reviews, don’t panic! Be grateful and take note of the feedback provided. This is a great opportunity to work on the issues and improve your community members’ satisfaction.
#3: Ask people about their experience
One of the least used methods to measure community satisfaction is asking people directly: “Are you feeling happy to be part of this community?”. If the answer is “No”, then ask them: “What can we improve?”. Reaching out to members directly (via email or direct message) and asking for their feedback is such a powerful move. It can even boost your members’ satisfaction knowing that their feelings and experience are valued.
#4: Track brand sentiment on social media
Brand sentiment is another metric you can use to measure community satisfaction. Why? Because your members will most likely talk or complain about your community on social media. You can track your brand sentiment over social media using social media listening tools. These tools will analyze your community and brand name mentions on Twitter, Facebook or Forums - so you can find out if your brand sentiment is more negative or more positive.
Tip: Happy community members usually shout out their feeling on social media.
#5: Community satisfaction survey
Community managers also use surveys to find out what members think about their community. These surveys can help you find out the main issues people are facing and need to be addressed. Surveys can also give you insight into what people would like to see more in your community. This can improve your member retention plan.
A survey is a great way to measure community satisfaction as it can show you the % percentage of satisfaction for each member. Tools like Google Forms, Typeform or Survey Monkey can help you design surveys and present the data into easy-to-read charts and reports.