WHITEPAPER
The guide to Success Rate: The CX metric you absolutely need
Brand communities are exceptionally useful: they can improve CSAT and NPS, deflect incoming customer care volume, and provide a space for collaboration between customers and employees alike. But when it comes to measuring the value of online communities, things get a little tricky.
At Khoros we came up with Success Rate — a measure that tracks how often customers are successful in completing their goals within your online community. This guide shows you how Success Rate can demonstrate real business value.
![](https://assets.khoros.com/v3/resources/Success-Rate-Whitepaper-Resource-Header.jpg)
In this whitepaper, you will learn:
-
Why measurement matters
-
Old KPIs don’t always cut it
-
How Success Rate works