Community Platform Analytics Framework

Community platforms play a critical role in enabling user engagement, knowledge exchange, and brand loyalty. However, organizations that operate such platforms often struggle to define and measure KPIs in ways that align with strategic goals, are technically feasible, and support data-driven decision-making. This thesis addresses this challenge by proposing the CPAF, a structured, theory informed, and generalizable framework designed to translate business-driven KPIs into measurable metrics and enable continuous performance monitoring. The CPAF was developed following the DSRM and is composed of four sequential phases: KPI definition and prioritization, KPI-to-metric translation, data architecture and analytics setup, and monitoring and continuous improvement.