Which metrics are mentioned for evaluating social care performance?

• A. Follower growth and engagement
• B. Impressions and reach
• C. Influence of customer, response time, sentiment of conversation, shares, conversions
• D. Number of posts per day

Answer: (C)

Evaluating social care performance focuses on how well the organization handles customer inquiries and the outcomes of those interactions. The best metrics capture the customer experience and the business impact of care activities: how the customer is influenced by the interaction, how quickly responses are provided, the sentiment of the conversations, how often care-related content is shared, and whether those interactions drive conversions. This combination matters because it ties support quality directly to customer satisfaction and tangible results for the business. Metrics like follower growth and engagement relate to audience size and general interaction, not specifically to care effectiveness. Impressions and reach measure exposure rather than service quality, and the number of posts per day reflects activity level rather than care outcomes.