Activity is one indicator. Diversity of activity is another. But the quintessential measure of loyalty is the Net Promoter Score® (NPS).

Capturing NPS from a broad set of constituents on a consistent basis is an excellent way to reduce “churn” and build strong customer loyalty. How? Because you can capture and act on member feedback immediately, not months later.

When you come across at-risk members, you can act immediately to resolve issues. When you identify your most loyal promoters, you can put an action plan in place for them to evangelize the benefits you bring the community.