Asking the second questions after getting no answers on the first
Getting an answer to a question is a critical factor that determines whether a person will continue to participate in your community. This is especially important early in the user’s life cycle. The higher the percentage of users who ask a question again after not getting an answer to their first question, the higher the confidence in the usefulness of your community among new and potential users. This is a relative metric and is important in the context of comparison with other communities.
Question answered by the metric
How much do new users believe in the benefits of our community?
Steps to measure
To calculate the percentage of users who asked the second question after not receiving an answer to the first, you need to do the following.
- Find all users who started their participation with a question and did not receive an answer to it.
- Calculate the total number of questions asked for each of those users.
- Divide the number of users with more than one question by the total number of users who started their participation with a question but did not receive an answer to it.
- Multiply the result by 100 to get the percentage.
Interpretation
This is a proxy metric that allows us to roughly estimate how much people who are not part of the community know about the community and believe in its benefits. The higher the metric value, the more people are convinced of the benefits of the community. This is what we strive for.