TSIA’s Newest Member Program: Community Benchmark Is Now Live!
Yesterday at TSIA’s Technology Services World Conference I launched a new program for members, a community benchmark program. Targeting online customer support communities, TSIA member companies can take the survey and then receive a one hour meeting with me to see how their community processes, technology and performance metrics compare to the industry and their peers.
With 72% of members now having a customer community, I felt we had enough adoption to start drilling down into the details of the programs to identify best practices and pacesetter practices. The TSIA benchmark philosophy is linking practices to results: if you look at the companies with the highest performance metrics, what are the tools and processes they have in common that are enabling this success? To my knowledge, there is no other source for this information currently, so I’m hoping my new benchmark program will be a unique data set offering valuable insights.
To develop the survey, I started with the data I had on what social metrics companies tracked, then asked my Social Champions co-chairs to send me the lists of metrics they tracked for their communities, and I also asked 2 of our partners, Get Satisfaction and Lithium, what metrics they recommend their customers track. After a few rounds of reviews and edits, I launched a pilot in September to test the survey, and yesterday in my Power Hour session I launched to the entire TSIA membership.
The survey consists of questions in the following categories: Contact Information, Demographics, Community Size, Community Activity, Reputation/Influence, Issue Resolution, Community Staffing, Cost, Community Practices, and Technology. In total, there are 47 questions, meeting my goal of 50 questions or less.
TSIA members who want more information can check out this OnDemand webcast which goes into detail on each survey question and how to participate. Hopefully by our Spring conference I’ll have some initial data to share.
Hope to have you join the community benchmark program. And thanks for reading!