What to put in one-page executive summary?

MarcSanJose

A community manager friend has been asked to create one slide which tells the story of her community impact at a high level. She is to use metrics like total user count, active user analysis, and other top-level insights that reflect the community’s performance and impact. 

If you were to make such a slide, what would you include?

Naturally, the ultimate answer depends on the goals of your community. My friend's community is part of Customer Success and cares mainly about enablement, self-service, case deflection and product ideation.

Here are some of my thoughts on key metrics:

1. New members per month - are we getting the word out enough?
2. Top articles viewed and gaps in content
3. Attendance and CSAT scores for Office Hours sessions

What would you add and why?

Thanks in advance for your insights and ideas.
Yours, Marc
San Jose, California 🍇

Genevieve P

1. Average Response Times
   How fast questions are being answered or engagement is happening, helps with retention + directing customers to the forum versus support.

2. Percent of Member-to-Employee responses
This helps illustrate deflection rates - how many times is a member responding to a question, meaning your Support or CS teams don't even need to engage?

3. Percent or Number of Best/Accepted Answers
How valuable is the content coming in from members? These will deflect questions that don't even need to be asked.