New vs. Returning Users

What are new vs. returning users?

This metric looks at how many people are visiting your knowledge base for the first time, compared to users who have visited it before. Looking at new vs returning users allows you to see what proportion of customers are turning to your knowledge base for self-service support.

If you find that you have higher volume of returning users, it may mean that new customers (or existing customers) are unaware that your knowledge base exists. If you have a higher volume of new users and few returning users, it could mean that your knowledge base isn’t helpful, so your customers are turning to alternative support channels instead.