Intent and Outcome

March 19, 2020 ,,Comments Off on Intent and Outcome

Datarobot uses Khoros’ Value Analytics tools to help determine both the intent and the outcome of community visitors.

If you don’t know why members came to the site and whether they got the outcome they wanted, it’s very hard to improve the community experience.

The first survey question is good for this:

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Only a small percentage of members will complete the survey, but the data will be tremendously useful.

The second question asks if they satisfied their goals by visiting the community.

The third question asks what they would have done if they hadn’t achieved their goals in the community. This is tremendously useful if trying to calculate call deflection.

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The fourth question asks how satisfied members are with the community.

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And the final question calls for any other feedback and recommendations from members.

Once you have data like this you can create simple archetypes and determine which groups you’re satisfying at the moment. You might be surprised just how valuable it is to know why people are visiting your community and whether they are achieving their goals.

Even if you can’t do a pop-up survey, there’s no excuse for not dropping similar questions into SurveyMonkey, Typeform, and Google forms and sending an email to your members.

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