Ecommerce Metrics On Performance

11 Most important ecommerce performance metrics

Ecommerce performance metrics literally show how your business is doing. Selling online without keeping track of your ecommerce metrics is like driving with eyes closed. No business can survive if you don’t follow how you’re doing and compare progress over time.

We know it’s hard to decide what online business metrics metrics to monitor, especially if you’re at the beginning of your entrepreneurial journey. That’s why we compiled this short guide to the most important key performance indicators (KPIs) in e-commerce to start with.

The major ecommerce performance metrics are:

  1. Average Acquisition Cost
  2. Customer Lifetime Value
  3. Average order value
  4. Retention rate and share of repeat customers
  5. Conversion rate
  6. Average profit margin
  7. Cart abandonment rate
  8. Refund and return rate
  9. Support rate
  10. Best performing products and categories

Now let’s dive into the details.

What Ecommerce metrics to track?

While gathering as much information as possible can give you valuable insights, don’t jump so deep before you have your essential controls in place.

First, you need the overall picture of your business performance – every day. The key ecommerce metrics you need to look at for potential problems are not so many.

A decent ecommerce metrics dashboard should have them all ecommerce performance metrics monitored for you. Learn more about Metrilo’s Ecommerce Analytics here.

Average Acquisition Cost

This ecommerce performance metric measures how much it costs to acquire a new customer. What’s tricky is that you pay for website traffic, but not all of it converts to customers and sales growth.

If you want to ever make a profit, you have to optimize your acquisition channels so you only pay for quality traffic and keep cost in check.

Sometimes, less traffic with higher conversion rate may prove more profitable than huge traffic that barely converts.

Analyze all acquisition channels you have – social media, ads, review sites, referrals, etc. to evaluate which ones really make the difference for your business. Spending your marketing budget in the right places means you’ll be paying only as much as you can afford for acquisition.

Make sure you know what that maximum cost is and never exceed it. Otherwise, you might actually be losing money in the effort to bring in new customers.

Also, remember to segment costs by location, because prices are different for Europe, North America and the rest of the world.

For an in-depth analysis of the main acquisition channels suitable for eCommerce, check out our article on Acquisition (part of the AARRR Metrics).

Customer Lifetime Value

Customer Lifetime Value is one of the most important ecommerce performance metrics. It measures how much any given customer spends with your online shop throughout the customer lifecycle. It’s calculated by subtracting the acquisition cost from the revenue earned from them.

See where things get complicated?

You may be getting good revenue from a customer, but when the acquisition cost is too high, you’ll need a lot more orders to break even.Balance

It’s hard to predict CLV but once you notice really high-value customers, examine their behavior and try to replicate their experience with others – their journey discovering your products and offers (can be used as a basis for site redesign), incentives that worked, all-star products that always trigger loyalty, etc.

CLV is naturally tied to retention. Add spending habits to your list of behaviors to watch when analyzing customers.

Loyalty and regular orders not always mean higher value of orders – many people shop only at a discount. Shift your best retention magic tricks to the few unicorns who spend $500 with you at one sitting.

Average order value

CLV brings us to this ecommerce metric. It’s the cost-effective alternative to getting new traffic. After all, it means more revenue at a fraction of the cost – less acquisition and transactional costs.

Why is it one of the most important KPIs?

Because it’s an insight into how mad about your products people are. We all want to be that store that captures customers with everything they’ve ever wanted and get orders for $1000 at a time.Big Order

Of course, it also depends on your products 🙂 In the general case, though, it’s important to monitor average cart value from different acquisition channels and geo locations, as well as products that usually drive order value up (products that require regular maintenance and accessories) or bigger/bundled packs).

Some of the bullet-proof ways to increase AOV include:

For more ideas, visit our article on AOV- increasing tactics.

Retention rate and share of repeat customers

The number of customers you manage to keep as returning. It’s measured by calculating how many customers acquired in a certain past period of time came back after that to purchase more.

Returning customers are far more profitable than acquiring new ones. The acquisition is not cheap and those returning customers pay off their acquisition cost times over.

How can you influence it?

People have to be happy with your product and service to come back – as simple as that.

If they completed an order once, your sales funnel worked with them once (that’s a good indicator for flow, functionality and so on), but it doesn’t mean they’ll come back.

You’re not done with the sale.

Delivery times need to be kept as promised and shipping condition should be top-notch; then, the product must be what they ordered – don’t ever believe you can get away with it.

And follow up on customer’s satisfaction – what can you do better next time. Awesome experience – make them feel special and appreciated – will help your brand name stay on top of their mind.Happy Customer

Also, use baits that will make switching cost higher and hook them to you: loyalty programs, maintenance, accessories, personal expert advice, flexible delivery and whatever else is suitable your products. If they get additional value out of shopping from you, they’d be less willing to switch.

Retention closely impacts average customer lifetime value and therefore – profitability. The better retention, the more profitable customers become.

Read more: Repeat purchase rate

Conversion rate

Probably the most important among all ecommerce metrics.

This is how many visitors convert into customers. One of the most common problems of e-commerce entrepreneurs is getting tons of traffic and no sales at all.

To give you heads up, the average conversion rate for the e-commerce industry tends to be around 2,5%. See the Smart Insights’ report for detailed benchmarks.

Reasons vary – a site design not trustworthy enough, no social proof, high prices for generic-looking products, not qualified leads, not many payment options, etc.

Since conversion is basically how successfully you turn visitors into customers, you definitely should analyze the shopping experience you provide with the help of sales funnels.

Don’t forget that overall conversion rate is one thing, but different segments will have varying rates, too. For a precise analysis, segment conversions by traffic sources, marketing campaigns, location and search keywords.Window Shopping

The process of improving this metric is called Conversion Rate Optimization (CRO). By looking at your sales funnel, visitor behavior on site, page views and exit pages, you will identify where the problem is and hopefully fix it.

All steps along the customer journey to checkout should work smoothly – you lose conversions with every obstacle on the way.

In case you’re ready to start CRO now, here’s a long and thorough checklist by Moz of all steps necessary.

What different variations of buttons, product categories, search options and product images to test in the process? The Optimizely blog shares interesting and unexpected results from A/B testing case studies.

Here’s a little trick you can do today to boost conversions.

Want more strategies to influence these KPIs? Detailed explanations, formulas, improvement tactics – all in a free Ecommerce Metrics Guide.
Show me the guide!
+ 2 plug & play cheat sheets

Average profit margin

This is what you earn from each product after deducting what you paid for supplying it. It is presented as a percentage of the retail price – what portion of the retail price is your profit.

That’s what you work for. You may be selling tons, but as long as you’re not making any profit, you might as well quit the business. Always try to keep the margin higher than the average acquisition cost if you want to have a sustainable online business.

It’s completely normal to have high-performing products that yield you a sweet margin, whereas others barely make you anything. Try to keep in check the average margin of each category as well as the overall margin.

What can you do about it?

As the formula suggests, the profit margin increases as retail price goes up and cost of goods sold goes down. Working upwards with your customers, you can push prices up.

Going down the supply chain, you can negotiate a lower cost of goods with your suppliers and earn more without your customers feeling the difference . This move is tied to certain order volumes, though, and can be hard to achieve by smaller businesses.

In both cases, it’s important to know whether your customers are price-sensitive or quality-oriented before taking action.Mark Up Vs Margin
Your product mix should be optimized so that you have traffic-generators (products that get people in, but usually make lower margins) and high-performers (that make good margins). You might want to play with bundles – usually the products in them balance out each other’ margins.

Higher prices sift out the disloyal price-sensitive customers. Lower cost of goods, though, may lead to worse quality of the products and dissatisfaction.

You’ll have to revisit margin targets set often and reevaluate until you reach sustainable profitability.

Cart abandonment rate

On average, 68% of people abandon their shopping cart online. That’s gruesome statistic.

Top on the list with reasons are unexpected shipping costs. Close second is many people’s habit to start checkout to see the full cost for price comparison. Since these two are basically similar, it’s a strong indicator your first step in reducing abandonment rate is eliminating hidden costs.

Next in order of destructive effect on your conversions are:

  • registration needed
  • people who are “just browsing” or screen shopping
  • checkout is not safe enough or  too complicated
  • no free shipping requirements met
  • shipping costs don’t show until later in the process
  • estimated delivery not fast enough
  • not many payment options

All of them sound pretty expected, don’t they? Then why are we putting the brakes on ourselves?

We’ve covered cart abandonment before, and here’s a list of 7 things you can do to optimize it. Less abandoned carts equal more sales for you, so keep an eye on it.

We treat you to a collection of cart abandonment emails you can steal.
Cart Abandonment

Refund and return rate

Very important ecommerce performance metrics especially for smaller brands. It’s calculated as the percentage of product returns accepted compared to total sales.

Sometimes problems happen and products need to be returned. Not surprisingly, the return rate is highest in the clothing eCommerce.

While accepting returns is a must, a high return rate means problems with product quality, customer satisfaction or lead quality. Returns are costly because they take up twice the time for processing.

Related: How to reduce returns for clothing brands

Every returned item not only cuts down a piece of your revenue but also means an unhappy customer.

Segmenting your return rate by products and categories will help you remove underperforming products from your catalog. You don’t want to sell bad quality products that disappoint buyers.

Even worse, they degrade your brand image and credibility. Dissatisfied customers would freely rant about you on social media. You can kiss their friends goodbye if you wanted to win them over.

How can you prevent it?

First, make sure your customers see and understand what they’re buying and what’s the quality. This includes:

  • HD photos of the product from different angles, in use, and in perspective (compared to human height, for example);
  • materials used described in the product details;
  • exact measurements of models and what size of clothing they’re wearing in the picture. Return Refund

Second, ship what you market – there’s barely anything more frustrating than receiving a product of worse quality than you paid for. We’ve all seen and laughed at the comic photos of clothes that look nothing like the picture on the site.

Third, follow up on customers who return purchases and work with their reasons.

Finally, be careful with serial returners who use loopholes in return policies and rip you off. As bad as it sounds, there are people who wear clothing items once and return them for a full refund.

Shopify outlines how to set strict return policies to eliminate them. Fewer returns mean the sales you made are final and bring real revenue. What’s the point if you make 50 sales and refund 40 of them? You have more happy customers and a strong brand image.

Who doesn’t want that?

Support rate

This measures how many of your visitors and customers need support before purchase. If this KPI is too high, you need to provide more info about your product, return policies, shipping and so on.

More importantly, these people are the active ones who dare reach out to you. BuCustomer Servicet there are many more who just leave without asking questions.

To address this problem, first, make your support contacts – live chat, mail, phone – visible and user-friendly. Don’t put additional obstacles on the way, it’s only hurting your conversions.

It’s better to talk to someone frustrated and solve the problem than lose them as a client.

Another sub-metric is how many people purchase after contacting support. If this rate is higher than your average conversion rate,  you’re doing a great job helping your customers make a purchase decision.

Best performing products and categories

Return rate, supported purchases, conversion rate and a number of other ecommerce performance metrics vary across products and categories.

Some products sell more per view, but maybe you don’t advertise them on your homepage. This means they don’t get enough exposure and sales as a result. That’s how you lose potential revenue.

Try to look at all of the above-mentioned metrics at least by category, if not by product. Keep your eyes open for the following possibilities:Best Seller

This way, you can optimize stock, product pages and all inherent expenses.

How to measure all these ecommerce performance metrics?

There’s a number of tools you can use to keep an eye on your online business metrics. It’s best to use software that allows you to break down each metric by location, device used, campaign, product and so on.

Also, it’s important to understand the people behind your orders. Behavior-driven analytics will give you a new perspective of why and how things happen on your eCommerce site.

Keep an eye on your ecommerce performance metrics and turn them into revenue
Try Metrilo for free


About the author

With experience in FMCG and marketing, Dimira writes to help the brands of tomorrow succeed and believes passion is a key ingredient in any business.

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