What's the average and market leading increase in customer satisfaction from introducing community?

[PaulGi Lithium Alumni (Retired) · Accepted solution]

Thanks for your question. The increases in customer satisfaction are directly tied to the usecase of the community and are often measured by a number of means. So for example - in a community (much like National Instruments) that is focused on ideation and developing new features with customers, the increase in satisfaction is actually measured in loyalty. They have measured a direct correlation of use of community to higher levels of new purchase and repeat purchase of their products.

For a marketing enthusiast community, like Sephora, they have seen a direct correlation to increased purchase. For regular community users they report a 2.5x increase in purchases over a regular customer, and for their superfans, their most active customers this goes to a 10x increase in spend.

We have a lot of stories in our customer cases area as well as in the Lithys area of the community, which are stories submitted directly by customers.

Hope that helps