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.

In this whitepaper, you will learn:

  • Why measurement matters chevron

  • Old KPIs don’t always cut it chevron

  • How Success Rate works chevron

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