Do you need help measuring the ROI of your actions on social media? Not sure how to present this? Read on to look at the principle KPIs (Key Performance Indicators) that can be used to manage and monitor your Social Media Marketing strategy, and ultimately calculate your social media ROI.
Brand Awareness
MENTIONS
Number of re-posts and mentions of your brand on social media: shares, retweets.
IMPRESSIONS
Number of times a message or post is seen online.
REACH
The total number of individuals who can see your posts on social networks, blogs, and press websites.
TRAFFIC/VISITS
Number of visits to your website and blogs from your own social media.
Customer Acquisition
ONLINE COMMUNITY PERFORMANCE
Number of fans, followers, or subscribers per social channel.
GROWTH OF ONLINE COMMUNITY
Growth rate of fans and followers on social media platforms.
SHARES OF VOICE WITHIN YOUR AUDIENCE BASE
Number of fans, followers, or subscribers compared to your competitors.
VISITS/TRAFFIC
The number of views on your website(s) and blog(s) generated via social media.
Engagement
ENGAGEMENT PERFORMANCE
Number of interactions (likes, retweets, shares, re-pins, comments).
HASHTAG PERFORMANCE
Number and growth statistics of hashtags citing your brand or related to your brand. Number of official re-posts of your campaigns/events hashtags.
Client Satisfaction
BRAND PERCEPTION
Feelings associated with your brand and percentage of positive messages, compared to those of your competitors.
PERCEPTION DEVELOPMENT
Growth rate of positive feelings associated with your brand.
REPUTATION SCORE
Feelings associated with your brand expressed in Shares of Voice.
RESPONSE PERFORMANCE
Rate of response to demands and requests on social networks.
CUSTOMER SERVICE PERFORMANCE
Number of customer support issues resolved within a given period. Increase or improvement in the number of support issues resolved within a given period.
