The three numbers I ask every new client for on day one: signup completion rate, time to first reply, and week-one return rate. If they can only get me one, I take time to first reply.
Where to find these if your platform doesn't have a ready-made report, since that's always the first question I get:
Comparing a holiday month with a normal one and panicking.
Treating staff replies and member replies as the same thing. Members welcoming newcomers is the healthier signal.
Changing three things at once and then not knowing which one worked. One change per cohort, if you can manage it.
Where to find these if your platform doesn't have a ready-made report, since that's always the first question I get:
Comparing a holiday month with a normal one and panicking.
Treating staff replies and member replies as the same thing. Members welcoming newcomers is the healthier signal.
Changing three things at once and then not knowing which one worked. One change per cohort, if you can manage it.