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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.