In an article by Richard Millington on How To Benchmark And Upgrade Your Community Management Team, he identified that the results around community management are often the most surprising. He suggests a number of questions to determine the level of engagement in the community. Here are some of the questions that he asks: 

  1. Do most questions receive a response within 24 hours?
  2. In a random selection of 10 posts, do you (the community manager)  tag in others with expertise to answer questions?
  3. In a random selection of 10 posts, do you welcome newcomers when they ask their first question?
  4. In a random selection of 10 posts, do you solicit an update or response to questions?
  5. In a random selection of 10 posts, do you end the post on a positive or optimistic note?
  6. Do posts initiated by the community team seem authentic, demonstrating genuine interest in providing the right responses?
  7. Are subject lines kept to around 80 characters, ensuring they are concise and informative?

By considering these questions and evaluating the responses, you can make a real difference to the level of engagement in your community.