I’m not a huge fan of using NPS to measure a community.
NPS is a (rather simple) tool to measure advocacy. But most communities aren’t designed for advocacy. It also has some rather obvious problems for some companies. It’s affected by too many variables outside of the community team’s control.
I prefer optimising for two related metrics.
The first is task completion rate. This is a simple pop-up (or top navigation survey bar) which asks members to answer three questions.
What brought you to the community? (drop-down list)
Were you able to complete your task? (yes/no)
If not, why not? (open comment box)
I’ve found this data infinitely more useful than any NPS measure.
You can also combine this with a CSAT score:
How satisfied were you with your community experience today? (1 to 5)
By combining this data you can start to see which topics and areas need the most improvement. It gives you both a standardized score you can work to improve each month and specific instructions of what to improve.
If you’re still stuck for what to measure, this would be a good place to start.
