Measuring what matters
Outcomes over activity, and making the business case for safety with your own data.
A good Trust & Safety program is invisible
When Trust & Safety works, neither users nor the company get hurt, so nobody sees it and leadership finds it easy to devalue and cut. Make it visible by measuring what didn't happen: exposure to harm, repeat offenders, time to action on the worst cases, and what users who ran into harm do next.
Harassed players look like your best-retained users
Raw retention data hides the cost of toxicity because harassed players are the most engaged. A matched cohort shows it, and safety exposure belongs on the retention dashboard.
Activity is easy to measure. Impact is harder.
A 40% jump in removals could mean better detection, more harm or over-enforcement. Report outcome metrics next to operational ones, and tell leadership when they disagree.