How Are you Measuring Up? Tracking the Right KPIs for Consumer Packaged Goods

Last week’s KPI study discussed the important social media Key Performance Indicators for the Retail Industry. This week we’ve provided insight for brands in the Consumer Packaged Goods (CPG) industry on how to measure the performance of their social customer care and create effective marketing strategies.

How Are you Measuring Up?  Tracking the Right KPIs for Consumer Packaged Goods


When CPG brands develop their marketing strategies, you must consider and recognize how consumers perceive your brand. The best way to gather this information is to understand the perceptions of the consumer on a personal level.

Social media provides you with the opportunity to interact with your fans and “get to know” them. In addition, through social media channels, data about consumer sentiment can be measured and objectively analyzed in a cost-effective manner. With effective social media measurement tools, CPG brands can quantify their increase in social brand awareness, manage social crises, receive product feedback and much more!

Important KPIs for CPG Companies

  • Response Rate: The percentage of user posts or questions that the admin responded to.
  • Response Time: The average amount of time that it takes for the admin to respond to users posts or questions.
  • Engagement Rate: The amount of user interactions (Likes, comments, and shares) that occur with your Page.
  • Key Influencer Identification: Identifying the users that most frequently interact with your Page’s content.
  • User Activity: Identifying the times of day and the days of week in which your users are engaging most frequently with your Page.

Social media KPIs can provide business solutions for CPG brands, such as:

  • Brand Awareness
  • Brand Loyalty
  • Crisis Management
  • Product Feedback

Click here to check out our comprehensive CPG report. Find out how to link business solutions to Social Media KPIs, which ones you should be tracking, why you should be tracking them, and how to evaluate the results.

Staff Writer

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