When it comes to social media care metrics and KPIs, do you prioritize quantity or quality? And which metrics are most meaningful to your executives? Here are some challenges that social media leaders are considering:

  • Setting goals: What are your SLA requirements and how often do they change?
  • Team performance: Which are the best indicators of your social media care team’s performance: volume, engagement rate, or something else?
  • Leadership reporting: How often do you report up to leadership and which metrics do you include?