Setting the Stage

Let’s set the stage, shall we? Our luminous panel was part of the Community Clubhouse event and featured industry titans like Anna Wright from Niantic Inc., Edward Newby-Robson from Avalanche Studios Group, Tony Won the founder of, and the ever-energetic Celia Zimmermann from SYBO.

Hosted by a smorgasbord of industry leaders like Two Hat, Xbox, Helpshift, Keywords Studios, Affogata, and Odin, you just know you’re in for some Grade-A wisdom.

A Whirlwind of Wisdom

Ever wondered how to measure the invisible magic of a gaming community? Well, the conversation dived into just that — the conundrums, the strategies, and yes, the metrics.

The Pulse of the Community: Key Performance Indicators (KPIs)

We’re talking about KPIs here that are more than just numbers. They’re the lifeblood of a community. Here’s a rundown:

  1. Net Promoter Score (NPS): Not just a nice-to-have, NPS is fundamental to understanding your community’s satisfaction and loyalty. If this number is dropping, you’ve got homework to do.
  2. Customer Satisfaction (CSAT): This metric allows you to take the pulse of your gaming community. High CSAT scores indicate not just engagement but genuine satisfaction, a key to long-term success.
  3. Engagement Metrics: From the time spent in-game to user-generated content and social interactions, these metrics offer an X-ray view into your community’s health.
  4. Growth Metrics: You want your community to grow, but how fast and in what ways? Track game installations, engagement growth rates, and user acquisition metrics to know if you’re on the right path.
  5. Sentiment Analysis: Beyond just numbers, this allows you to gauge the emotional tenor of your community. Are players generally happy, frustrated, or indifferent? Knowing this can guide your strategy.

Remember, folks, KPIs are like fingerprints—unique to each game. So, pick what’s crucial for you!

Don’t Just Measure, Take Action

Metrics and KPIs are incredibly useful, but they’re just the beginning. The panelists emphasized the need to actively use these insights to improve the player experience continually. Whether it’s leveraging feedback for game updates or using sentiment analysis to tailor community events, action is key.

A Case Study in Community Mastery: Subway Surfers

The success story of Subway Surfers underlines the importance of an intelligent approach to community management. A few highlights of their winning strategy include:

  1. Prolonged Engagement: One word—retention. They’ve succeeded in keeping their player base engaged for years, an epic feat in this industry.
  2. Authenticity in Relationships: The two-way communication between the developers and the community is more like a meaningful dialogue rather than a one-sided monologue.
  3. Relevance Through Social Causes: From environmental issues to social inclusivity, they keep their game and community relevant by aligning with causes that matter to their audience.
  4. Influencer Collaborations: It’s not just about buzz; it’s about creating meaningful content that resonates. Influencers help them do just that.
  5. Feedback as a Growth Tool: Subway Surfers is a masterclass in how to turn community feedback into actionable insights for improvement.

Wrapping It Up

To sum it up, building and sustaining a thriving community is part science, part art, and a whole lot of active management. Metrics give us the language to understand our communities, but it’s up to us to engage in the conversation meaningfully. As the landscape of gaming continues to evolve, those who listen, measure, and adapt will be the ones who succeed.

So, as you game your way into the future, may your communities be vibrant and your metrics be ever in your favor.

Until next time, game wisely, and remember: a strong community is the best cheat code for success.

Greg Posner

Avid gamer with a passion for storytelling. My goal is to unpack the narratives of customers, partners and others to better understand how industry-leaders tackle today's challenges.

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