meta-social-metrics-framework

name	meta-social-metrics-framework
description	Use when selecting business, funnel and operational metrics with owners and decision uses. Produces social metrics framework and KPI dictionary; use `meta-reporting` when that neighbouring contract is the closer match.
metadata	{"portable":true,"compatible_with":["claude-code","codex"]}

Social Media Metrics Framework

Use When

• Use this skill for selecting business, funnel and operational metrics with owners and decision uses.
• Confirm that meta-reporting is not the closer route before proceeding.

Do Not Use When

• Use meta-reporting when its narrower output is requested.
• Do not publish, spend, change a live account, certify compliance, or invent missing client evidence.

Required Inputs

Artefact	Source/provider	Required?	If absent
Business objectives, funnel model, data availability and reporting audience	Client, approved systems, or dated platform exports	Yes	Stop the affected decision; request it or mark the field unknown and narrow the output.
Purpose, audience and approval boundary	Client brief or accountable owner	Yes	Return discovery questions; do not infer approval.

Outputs

Artefact	Consumer	Acceptance condition
Social metrics framework and kpi dictionary	Client lead and next workflow owner	Every recommendation traces to an input, names an owner or next action, and marks assumptions and unassessed checks.

Evidence Produced

Evidence	Format	Acceptance condition
Decision and source register	Table in the deliverable	Each material claim records its source/date or is labelled unverified; missing evidence never becomes a pass.

Capability and permission boundary

Read and search access to the supplied artefacts are required; calculation or file-rendering capability is optional. Planning and drafting are read-only with respect to client accounts and source records. Editing the deliverable requires explicit authorisation; publishing, production mutation, destructive action, spend, and certification claims require separate explicit authority and evidence.

Degraded mode

If files, platform access, network, rendering, fonts, or calculation tools are unavailable, return the narrowest useful qualified social metrics framework and KPI dictionary. Mark each blocked check not assessed, state the consequence, and provide the exact evidence needed to resume. Never convert an unavailable check into a pass.

Decision rules

Choice	Action	Failure or risk avoided
Business objectives, funnel model, data availability and reporting audience is current and attributable	Produce the full social metrics framework and KPI dictionary and cite the evidence used.	Decisions based on stale or unrelated evidence.
A material input is missing or contradictory	Stop that decision, request clarification, or issue a labelled partial result.	Fabricated precision and false confidence.
The requested outcome belongs to meta-reporting	Route there and hand over the verified inputs already collected.	Neighbour collision and duplicated work.

Workflow

1. Confirm the requested decision, consumer, market, period and permission boundary; route to meta-reporting if its contract is closer.
2. Inventory the required inputs and their provenance. Stop any decision whose critical evidence is absent; recover by requesting it or recording a bounded assumption.
3. Apply the domain method in the core sections below, following the decision table whenever evidence conflicts or scope changes.
4. Verify calculations, dates, named platforms and claims against the supplied sources; label inference and uncertainty.
5. Produce the social metrics framework and KPI dictionary, decision/source register and explicit next owner. Do not mutate live systems without separate authority.
6. Run the repository anti-slop ship gate. If a blocking factual, permission or evidence defect remains, fix it or withhold release.

Quality Standards

The output is client-specific, uses British English and the stated market/currency, distinguishes observed fact from inference, exposes gaps, and gives a checkable acceptance condition. Recommendations must be feasible within the confirmed budget, capacity and permissions.

Anti-Patterns

• Using an undated benchmark as the client's result. Fix: use account evidence or label the benchmark as a provisional comparator.
• Producing the social metrics framework and KPI dictionary without business objectives. Fix: stop the affected decision or issue a clearly bounded partial output.
• Treating missing access or data as a successful check. Fix: record not assessed, its risk and the recovery input.
• Absorbing meta-reporting into this workflow. Fix: route the neighbouring output and hand over verified inputs.
• Publishing, spending or editing a live account during planning or review. Fix: obtain separate explicit authority and retain action evidence.

Worked example

Given verified business objectives, the skill produces a social metrics framework and KPI dictionary with source dates and named assumptions. If that evidence cannot be accessed, it returns only the supported sections plus a recovery list; it does not fill gaps with East African defaults.

Read next

• meta-reporting for the neighbouring contract.
• anti-ai-slop during production.
• ai-slop-audit at the release checkpoint.

References

• Anti-AI slop production gate
• Measurement proof pack
• Follow the directly linked repository skills above and any domain references named in the core sections below. Verify current platform, price, legal and regulatory claims before use.

Required Input

Ask the client for the following before generating the framework:

1. Business name — trading name and any sub-brands
2. Industry — sector and type of business (B2C retail, B2B services, NGO, etc.)
3. Country/city — defaults to Uganda / East Africa if not specified
4. Primary business goal — select one: generate leads/enquiries, drive website traffic, drive sales, grow email/WhatsApp list, drive footfall, build brand awareness, grow community
5. Current metrics being tracked — list what the client reports now (paste their current dashboard or describe it)
6. Analytics access — confirm which platforms the client can access: GA4, Meta Business Suite, TikTok Analytics, LinkedIn Analytics, YouTube Studio, other
7. Report audience — who receives reports: business owner only / marketing team / board / all three
8. Reporting cadence — how often reports are produced: weekly / monthly / quarterly

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The Core Problem (Schaffer, 2013)

Most social media accounts track vanity metrics — followers, likes, impressions — because they are easy to see and tend to move upward. But vanity metrics do not connect to business outcomes. A brand with 50,000 followers that generates zero enquiries has a measurement problem: it is optimising for the wrong thing.

This framework connects every metric to a business objective. Present this to the client before building the framework:

"The question is not how many people liked your post. The question is: how many people enquired, bought, visited, or subscribed because of your social media activity?"

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Add a guardrail beside the primary metric. Depending on the client and channel, it may be unresolved complaints, response time, opt-outs, safety incidents, privacy breaches, negative review resolution, repeat engagement quality or a bounded qualitative trust check. State the denominator, threshold, owner and action. If the guardrail cannot be measured, mark it not assessed and narrow the conclusion. Engagement is evidence to interpret, not proof of value.

Section 1 — The Three-Tier Framework

Apply Schaffer's three-tier hierarchy. Every metric must sit in exactly one tier.

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Tier 1 — Primary Metrics (Business Outcomes)

Primary metrics are tied directly to the client's named business goal. These are the only metrics that justify the social media investment to a business owner or board.

Select the row that matches the client's primary goal:

Business Goal	Primary Metric	How to Track
Generate leads/enquiries	Number of enquiries from social per month	Ask every new enquiry: "How did you hear about us?"; UTM parameters on links
Drive website traffic	Sessions from social (GA4 → Acquisition → Traffic acquisition → Social)	GA4 + UTM parameters on all links
Drive sales	Revenue attributed to social	GA4 e-commerce tracking or payment platform (Pesapal, Flutterwave, etc.) with UTM
Grow email/WhatsApp list	New subscribers from social per month	Mailchimp / Brevo source tracking; WhatsApp opt-in form source field
Drive footfall (retail/restaurant)	Google Business Profile Directions clicks + calls from social	GBP Insights; ask customers at point of sale
Build brand awareness	Aided brand recall (survey) or unprompted mentions per month	Quarterly brand tracking survey; social listening tool
Grow community	Group or community member growth rate (net new per month)	Facebook Groups Insights; WhatsApp Community admin stats

Instruction: Generate the primary metric for the client's stated goal. Define the baseline value (current month or last 3 months average) before setting any targets.

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Tier 2 — Secondary Metrics (Channel Health)

Secondary metrics indicate whether the content and platform strategy is working. They explain why primary metrics move up or down. Track secondary metrics per platform the client is active on.

Platform	Secondary Metrics to Track
Facebook	Reach, engagement rate (ER), video completion rate, page follows and unfollows net
Instagram	Reach, ER, saves, profile visits, link-in-bio clicks
TikTok	Views, completion rate, shares, profile visits
LinkedIn	Impressions, ER, follower growth, post reposts
WhatsApp	Broadcast open rate (estimated), reply rate, opt-out rate
YouTube	Views, watch time (hours), subscribers gained/lost, thumbnail CTR
Email	Open rate, click rate, unsubscribe rate

Engagement Rate formula (apply to Facebook, Instagram, LinkedIn, TikTok):

ER = (Likes + Comments + Shares + Saves) ÷ Reach × 100

East Africa ER benchmarks (SME accounts):

Platform	Strong ER for EA SMEs
Facebook	2–5%
Instagram	3–6%
TikTok	5–10% (higher due to smaller follower bases)
LinkedIn	1–3% (company pages)

Use these benchmarks when the client has no historical baseline. State benchmarks numerically; do not say "industry average" without a figure.

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Tier 3 — Comparative Metrics (Benchmarks and Context)

Comparative metrics give primary and secondary metrics meaning by placing them in context — against past performance, competitors, or industry standards.

Comparative Metric	What It Tells You
Month-on-month ER change	Whether content quality is improving or declining
Year-on-year follower growth	Whether audience is growing at a sustainable rate
Net Sentiment Score (NSS)	Whether audience perception is positive, neutral, or negative overall
Share of Voice (SOV) vs. named competitors	Whether the brand is growing its presence relative to competitors
Cost per result (boosted posts only)	Whether the investment in paid promotion is efficient

Share of Voice formula:

SOV = Brand Mentions ÷ Total Market Mentions (brand + all tracked competitors) × 100

Net Sentiment Score formula:

NSS = (Positive Mentions − Negative Mentions) ÷ Total Mentions × 100

Cross-reference meta-sentiment-analysis for full NSS methodology and meta-social-listening for tools to track mentions and SOV in the EA market.

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Section 2 — Vanity vs Business Metrics

Produce this table for the client. Present it at the start of any reporting setup engagement to reframe what they should care about.

Vanity Metric	Why It Misleads	Business Metric to Use Instead
Follower count	Can be inflated by bots; no demonstrated correlation with revenue	New enquiries from social per month
Post likes	Passive and easy to give; no purchase or enquiry intent	Saves and shares (indicate higher intent and content value)
Impressions	Counts every view including repeat views of the same person	Unique reach
Page views	Counts all visits including bounces; no quality signal	Time on site combined with enquiry form submissions
Video views	Platform-defined as low as 3 seconds on most platforms	50%+ video completion rate

Instruction: When presenting to a client, ask them to identify which column their current reporting falls into. Do not lead with criticism; lead with curiosity — "Which of these are you currently tracking?"

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Section 3 — What to Report to Whom

Different audiences need different metrics. Produce a report template for each audience the client serves.

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Client / Business Owner — Monthly Report (5 minutes to read)

Include only:

• Enquiries/leads from social this month (vs. last month)
• Revenue or sales attributed to social (if trackable)
• Net Sentiment Score (positive / neutral / negative direction)
• One notable content win — highest performing post with ER and reach
• One priority action for next month

Format: one page. Use plain language. No platform jargon. No graphs unless the client requests them.

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Marketing Team / Social Media Manager — Weekly Review (Operational)

Include:

• Posts published vs planned (execution rate as a percentage)
• Engagement rate per post this week
• Follower growth this week (net)
• Any spikes in comments or mentions — flag positive and negative
• Content planned and approved for next week

Format: a brief dashboard or structured table. Reviewed in a weekly team check-in.

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Board / Senior Leadership — Quarterly Report (Strategic)

Include:

• ROI calculation using the Bodnar and Cohen (2012) formula: (TLV − COCA) ÷ COCA
  • TLV = Total Lifetime Value of customers acquired via social
  • COCA = Cost of Customer Acquisition via social (time + spend)
• Share of Voice trend (3-month rolling)
• Brand awareness indicators — NSS trend over the quarter
• Year-on-year comparison on primary metrics
• Budget vs results — planned spend vs actual spend vs outcomes

Cross-reference meta-roi-framework for the full ROI calculation methodology. For a board presentation, hand the verified metrics to design-system-skills; no quarterly deck route is active here.

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Section 4 — Setting SMART Targets

Every metric requires a SMART target before it can be meaningfully tracked. Generate SMART targets for the client's primary and secondary metrics using this structure:

• Specific: State the exact metric and direction — not "increase engagement" but "increase Instagram ER from 2.1% to 3.5%"
• Measurable: The number must be trackable in a named analytics platform
• Achievable: Based on the current baseline and comparable EA benchmarks above
• Relevant: Connected to a named business outcome the client cares about
• Time-bound: Monthly or quarterly target — not open-ended

Target-setting rule: The first 3 months of working with a new client are baseline-building months, not target-hitting months. Do not set performance targets until 3 months of comparable data are available. State this clearly to the client at onboarding.

Sample SMART target (adapt to client context):

"Increase the number of WhatsApp enquiries attributed to Instagram from 4 per month (January baseline) to 10 per month by 30 April 2026, tracked via the source question in the enquiry intake form."

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Output Structure

Generate the following sections in order, customised to the client's inputs:

1. Measurement Problem Statement — one paragraph summarising what the client is currently measuring and why it is insufficient
2. Tier 1 — Primary Metric — the single primary metric matched to the client's business goal, with baseline and tracking method
3. Tier 2 — Secondary Metrics — a table of secondary metrics per active platform, with current benchmark ranges
4. Tier 3 — Comparative Metrics — which comparative metrics apply given the client's context (not all will be relevant)
5. Vanity vs Business Metrics table — presented as a client-facing reframe
6. Report templates — one template per audience (owner / marketing team / board), only for audiences the client has identified
7. SMART targets — drafted targets for primary and secondary metrics, with the 3-month baseline note if the client is new

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Quality Criteria

• All three tiers are defined with specific named metrics, not generic categories
• At least one trust, attention, privacy or safety guardrail has a denominator, threshold, owner and decision rule, or is marked not assessed
• Primary metrics are linked to the client's named business goal — not generic "brand awareness"
• Vanity vs business metrics table includes at least five pairs, each with an explanation of why the vanity metric misleads
• EA-specific ER benchmarks are stated numerically (e.g. "2–5% for EA SMEs on Facebook") — not vaguely
• Report format is matched to audience — owner, marketing team, and board outputs are distinct in length, language, and content
• SMART target guidance includes the 3-month baseline rule, stated explicitly
• ROI formula (Bodnar and Cohen, 2012) is referenced for board-level reporting with formula components defined
• NSS and SOV formulas are stated explicitly so the client can calculate them without additional tools

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Section 5 — Velocity and Funnel Diagnostics

Velocity as a Fourth Measurement Dimension (Kahan, 2022)

Current frameworks measure three dimensions: volume (how many), rate (what percentage), and value (what revenue). Add velocity (how fast) as the fourth dimension. Velocity metrics:

Metric	Definition	How to Measure
Inquiry-to-lead velocity	Days from first inquiry to qualified lead status	CRM or enquiry log timestamp comparison
Lead-to-opportunity velocity	Days from qualified lead to active opportunity	CRM pipeline stage dates
Opportunity-to-deal velocity	Days from active opportunity to signed deal	CRM close date minus opportunity creation date
End-to-end deal velocity	Days from first inquiry to signed deal	CRM or enquiry log: first contact to deal close

Faster conversion at the same spend equals higher revenue per quarter. Velocity targets belong in the metrics framework alongside cost targets — they are not secondary indicators. Include velocity in quarterly board reports alongside COCA and TLV.

Funnel CVR Benchmarks and Diagnostic Decision Tree (Kahan, 2022)

Benchmark CVRs:

Funnel Stage	Benchmark CVR
Visitor-to-lead	>5%
Inquiry-to-lead	~3%
Lead-to-opportunity	~25%
Opportunity-to-deal	~40%

Diagnostic decision tree — apply when a CVR falls below benchmark:

• Inquiry-to-lead CVR low → Investigate content quality and audience targeting alignment. Are the right people arriving? Is the value proposition clear enough to prompt a response?
• Lead-to-opportunity CVR low → Investigate lead scoring threshold calibration and sales response time SLA. Leads that wait more than 24 hours for a response convert at significantly lower rates.
• Opportunity-to-deal CVR low → Investigate sales process and objection handling quality. At this stage, the problem is rarely marketing — it is commercial conversation quality or proposal competitiveness.

Include these benchmarks as a standing reference table in monthly and quarterly reports. Flag any stage that falls more than 20% below benchmark as requiring immediate diagnostic review.

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Cross-References

• meta-reporting — monthly report structure and template
• meta-roi-framework — full ROI calculation, TLV and COCA definitions
• meta-sentiment-analysis — NSS methodology and sentiment tracking tools
• meta-social-listening — tools for tracking SOV and mentions in East Africa
• design-system-skills — presentation design after the metrics and evidence are approved