In the world of eCommerce, where the stakes are high, you need a compass, a guiding star, to navigate this vast and ever-changing landscape. That compass is Ecommerce Metrics and Key Performance Indicators (KPIs).
These unassuming tools hold the key to turning your eCommerce venture into a well-oiled, profit-generating machine. They're the secret sauce that separates thriving businesses from those just treading water.
In this journey through the eCommerce universe, we're about to reveal the magic behind these metrics and KPIs—what they are, how they are found or calculated, and how they can supercharge your business.
Let’s dive in!
What Are Ecommerce Metrics and KPIs?
Before diving deeper into eCommerce Metrics and Key Performance Indicators (KPIs), let's start with a clear understanding of these terms.
Ecommerce metrics are the vital statistics of your online business. They encompass many quantifiable data points that shed light on various aspects of your eCommerce operations. Think of them as the building blocks of information that help you understand your business's performance.
Ecommerce Key Performance Indicators (KPIs) are a subset of metrics, but they are more than just numbers; they are strategic. KPIs are the select few metrics that hold the key to your eCommerce success. They are laser-focused on your business objectives and are carefully chosen to reflect progress toward your goals.
The distinction between metrics and KPIs is subtle but crucial:
|
Ecommerce Metrics |
Ecommerce KPIs |
|
Measure the performance of business activities or processes |
Measure progress towards key business goals |
|
Have a lower-level perspective |
Have a high-level perspective |
|
Be relevant for specific departments or business areas |
Be relevant across departments and business areas |
|
Used for evaluating general trends and performance |
Used for strategic decision-making |
|
Example: lead to conversion ratio, return rate, order cycle time, etc. |
Example: sales growth, customer retention, dwell time, etc. |
24 Most Important Ecommerce Metrics and KPIs
Ecommerce Metrics and KPIs must have those attributes:
- Relevance: These metrics and KPIs are directly aligned with your business goals. They tell you something meaningful about your eCommerce operation and its performance in relation to your objectives.
- Actionability: Each metric and KPI should provide actionable insights. They should inform you and empower you to take concrete steps for improvement. After all, data without action is just numbers on a screen.
- Comparability: To be effective, these metrics and KPIs should be easily comparable over time. Tracking trends and changes is crucial for evaluating progress and making data-driven decisions.
When it comes to eCommerce, important eCommerce metrics and KPIs generally fall into one of the following four categories:
- Marketing
- Sales
- Customer service
- Operations
From those 4 categories, let’s explore the 24 most significant eCommerce metrics and KPIs that will help you measure the current performance and plan for future success.
Ecommerce Metrics and KPIs for Marketing
Marketing is the engine that drives customer acquisition, engagement, and conversion. To ensure your marketing strategies are on the right track, it's essential to monitor specific metrics and Key Performance Indicators (KPIs) that offer insights into your marketing efforts.
|
No. |
Ecommerce Metric/ KPI |
Description |
How to calculate (if any) |
|
1 |
Website traffic |
The total number of visitors to your site |
|
|
2 |
Mobile site traffic |
The number of visitors using mobile devices |
|
|
3 |
Average section duration |
The average time visitors spend on your site |
Total session duration / Total number of sessions |
|
4 |
Email list growth rate |
The rate at which your email list is growing |
New subscribers - unsubscribers / Total number of email recipients x 100 |
|
5 |
Email click-through-rate (CTR) |
Measuring the percentage of recipients who click on links within your emails |
Number of clicks / Number of delivered emails x 100 |
|
6 |
Social media engagement |
Evaluates interactions and engagement on social platforms |
|
|
7 |
Customer retention rate |
The percentage of retained customers |
Number of customers at the end of period - Number of customers acquired during period / Number of customers at start of period x 100 |
To optimize marketing metrics and KPIs for your eCommerce store, focus on two key elements: content relevance and store-front design.
Crafting content that resonates with your audience, whether on your website, email campaigns, or social media, is crucial for engagement and performance. To do that, you first need to truly understand your customers by conducting market research and establishing a customer persona as detailed as possible. Then, you should write from the perspective of the customer, share authentic stories that address their problems, provide insightful thought leadership, and stay updated with the latest trends.
Additionally, investing in an appealing and responsive store-front design enhances the user experience, boosting conversion rates and accommodating the mobile-driven landscape. A careful selection of Shopify themes and apps will be a great start. After that, by focusing on those 5 essential factors in Shopify store design, you can design your store well.
Balancing these two aspects creates a compelling online presence that attracts and retains customers, contributing to your eCommerce success.
A tip for you here: Consider using Minimog, a next-generation Shopify theme for designing your online stores. Minimog not only simplifies building your online presence but also incorporates features that can optimize your marketing efforts.
Its user-friendly interface and eCommerce-focused features make it a valuable asset for any eCommerce entrepreneur looking to enhance their marketing strategies.
Ecommerce Metrics and KPIs for Sales
For any online business, sales are essential. You need to track the right eCommerce Metrics and KPIs for sales to understand your revenue sources and how profitable you are. These metrics and KPIs can give you valuable insights into your business performance.
|
No. |
Ecommerce Metric/ KPI |
Description |
How to calculate |
|
8 |
Sales |
The total revenue generated from sales |
|
|
9 |
Gross profit |
The profit after deducting the cost of goods sold (COGS) from sales |
Revenue - Cost of Goods Sold |
|
10 |
Profit margin |
The profit margin on products sold |
Gross Profit / Total Revenue x 100 |
|
11 |
Conversion rate |
The percentage of visitors who make a purchase |
Total goal completions / Total website visits x 100 |
|
12 |
Cart abandonment rate |
The percentage of visitors who add items to the cart but don't complete the purchase |
1 - completed purchases / shopping carts created |
|
13 |
Churn rate |
The rate at which customers stop making purchases |
Lost customers / Total beginning customers |
|
14 |
Average order value (AOV) |
The average amount spent by a customer in a single transaction |
Total revenue / Number of orders placed |
|
15 |
Customer lifetime value (CLV) |
The predicted revenue a customer will generate during their entire relationship with your business |
Customer value x Average customer lifespan |
To supercharge your eCommerce success, focus on two key areas: Conversion Rate Optimization (CRO) and Average Order Value (AOV) enhancement.
For CRO, key actions are prioritizing mobile experience, checkout experience và product presentation. In detail, let’s discover 9 practical tips to increase your eCommerce conversion rate.
When it comes to AOV, employ upselling and cross-selling strategies to encourage customers to spend more per transaction, and consider offering bundled products or volume discounts.
By concentrating on these two aspects, you can not only boost immediate revenue but also cultivate a loyal customer base for long-term success.
A tip for you here: Let’s meet FoxKit, an all-in-one sales-boosting Shopify app. It can seamlessly integrate with your online store and bring lots of upsells and cross-sell features ,including in-cart offers, discount pop-ups, product bundles, volume discounts, etc.
Moreover, in the latest version, FoxKit is equipped with Analytics function. You can use Analytics to track essential eCommerce metrics and KPIs effortlessly.
Ecommerce Metrics and KPIs for Customer Service
Providing excellent customer support is essential for eCommerce success. You can keep your customers happy and loyal by tracking the right eCommerce Metrics and Key Performance Indicators (KPIs) for customer service. This way, you can consistently deliver an enthusiastic and positive experience for your customers.
|
No. |
Ecommerce Metric/ KPI |
Description |
How to calculate |
|
16 |
Customer satisfaction (CSAT) score |
A measure of how satisfied your customers are with their overall experience |
Total satisfied customers / Total responses x 100 |
|
17 |
Net promoter score (NPS) |
Measures the likelihood of customers recommending your business to others |
% Promoters - % Detractors |
|
18 |
First Response Time (FRT) |
The time it takes to respond to a customer inquiry for the first time |
Sum of First Response Times / No. of Contacts x 100 |
|
19 |
Average resolution time |
The average time it takes to resolve customer issues or inquiries |
Total resolution time / Total number of resolved requests |
|
20 |
Escalation Rate |
The percentage of customer issues that escalate to higher levels of support |
Number of inquiries escalated / Total number of inquiries x 100% |
|
21 |
Refund/Return Rate (RR) |
Measures the percentage of products that are returned or refunded by customers |
Total number of returns/refunds / Total number of products sold x 100 |
Each criterion mentioned above provides valuable insights into different facets of the customer service process. You can enhance the overall customer service experience by thoroughly understanding and optimizing each aspect.
Take, for instance, a scenario where your First Response Time (FRT) is alarmingly high. This could be due to support agents not responding promptly or an overwhelming number of support tickets in comparison with the relatively small support team. By analyzing the problem through data and digging deeper into each possible reason, you can find out the solutions, such as training current supporters or upsizing the support team.
Moreover, to be more efficient, you can leverage the power of an AI chatbot to deliver straightforward answers to customers. Today, by searching for the keyword “AI chatbot” in the Shopify app store, there are a lot of results. Their general functions are automatic response, customized messages, and scenario-based chat with humans in a human voice. You just need to choose, install, and modify them to fit with your specific needs.
Ecommerce Metrics and KPIs for Operations
To run a successful eCommerce business, it’s important to have efficient operations. Monitoring the right eCommerce Metrics and Key Performance Indicators (KPIs) for operations is crucial for streamlining processes and maximizing profitability.
|
No. |
Ecommerce Metric/ KPI |
Description |
How to calculate |
|
22 |
Return on Investment (ROI) |
Measures the profitability of your eCommerce investments. |
Net Profit / Investment Cost x 100 |
|
23 |
Cost Performance Index (CPI) |
Evaluates the efficiency of project or operational cost management. |
Earned Value / Actual Cost |
|
24 |
Cost Variance |
Indicates the variance between budgeted and actual costs. |
Earned Value - Actual Cost |
To optimize these operations metrics and KPIs, the primary focus should revolve around two key principles: cost control and continuous improvement.
Vigilant cost control involves closely monitoring project and operational expenses, striving to maintain a Cost Performance Index (CPI) above 1 to ensure efficient resource utilization. Running a cost-effective eCommerce store requires various strategies, including:
- Implement efficient inventory management to reduce inventory costs and risks
- Offer suitable free shipping strategies to both balance costs and boost sales
- Streamline order fulfillment processes to reduce errors and costs
- Leverage automation to increase efficiency and reduce labor costs
Simultaneously, fostering a culture of continuous improvement within your organization encourages teams to proactively identify cost-saving opportunities and streamline processes.
This is a long-term process, so you should establish some principles to keep up and be consistent with the path.
For instance, you can set internal operation improvements as a goal of the business, encourage employees to raise their voices, and take proactive ways of dealing with the business’s problems.
By embracing these actions, you can strike a balance between efficient cost management and ongoing enhancements, ultimately fostering a sustainable and cost-effective operational framework to boost your eCommerce success.
Let’s Measure Your Ecommerce Metrics and KPIs for Success
In conclusion, tracking and optimizing eCommerce metrics and KPIs are essential for success in the competitive online marketplace. By consistently monitoring these key indicators, making data-driven decisions, and using tools like FoxKit Analytics, you can stay ahead of the curve and drive your eCommerce business toward greater profitability and growth.
To remind you, FoxKit has a free plan available with a 14-day free trial. Give it a try and leverage your online store with a data-driven approach!
