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State of Community Management 2020

Welcome to the 2020 SOCM survey!

Our research provides critical insights to community leaders and the industry. We could not provide comprehensive and insightful research without your input and contributions, and we hope this process also prompts you to reflect and gain insight into your own progress and opportunities.


  • The survey will take you about 20 minutes - but you can take as long as you like!
  • Take a break if you need to - we will be happy to send you a link to finish it.
  • Know that many answers will require an estimate - and your gut instinct is likely very good.
  • We recommend you use a computer or other full-screen device.
  • Your individual survey data will not be shared with anyone, and we scrub the data we use to make sure it can't be disaggregated
  • We never, ever sell your contact info or other data. You can review our privacy policy here:

Before you start:

There are a few data points to collect or estimate before starting:

  • Last month's engagement rates by type (i.e. inactive, visitors, viewers, contributors although categories will be different based on your platform)
  • Average monthly number of answers generated by your community
  • Average monthly number of searches on your community
  • Percent of searches that result in a click-through
  • Monthly community budget (including platform & staff)


If you have any questions, please contact

Let's GO!

Rachel Happe
Chief Research Officer and Co-Founder
The Community Roundtable
1. Contact Information
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