{"id":75,"date":"2021-04-13T18:38:20","date_gmt":"2021-04-13T18:38:20","guid":{"rendered":"https:\/\/www.shipbob.com\/uk\/blog\/ecommerce-kpis\/"},"modified":"2025-10-03T21:52:04","modified_gmt":"2025-10-03T21:52:04","slug":"ecommerce-kpis","status":"publish","type":"blog","link":"https:\/\/www.shipbob.com\/uk\/blog\/ecommerce-kpis\/","title":{"rendered":"32 Ecommerce KPIs That Every Online Store Needs to Track for Growth"},"content":{"rendered":"\n<div class=\"wp-block-shipbob-blocks-single-toc single-toc\" data-controller=\"blog-toc-controller\" data-action=\"scroll@window-&gt;blog-toc-controller#scrollChanged:passive\" id=\"toc-component\"><div class=\"single-toc-overview\"><p>Table of Contents<\/p><div class=\"single-toc-read-time\"><p>** Minutes<\/p><\/div><\/div>\n<p><a href=\"#h-what-are-ecommerce-kpis\">What are ecommerce KPIs?<\/a><\/p>\n\n\n\n<p><a href=\"#h-why-are-ecommerce-performance-metrics-important-to-your-online-store\">Why are ecommerce performance metrics important to your online store?<\/a><\/p>\n\n\n\n<p><a href=\"#h-32-ecommerce-kpis-to-track-for-your-online-store\">32 ecommerce KPIs to track for your online store<\/a><\/p>\n\n\n\n<p><a href=\"#h-ecommerce-kpi-examples\">Ecommerce KPI examples<\/a><\/p>\n\n\n\n<p><a href=\"#h-how-shipbob-helps-retailers-track-and-achieve-ecommerce-kpis\">How ShipBob helps retailers track and achieve ecommerce KPIs<\/a><\/p>\n\n\n\n<p><a href=\"#h-conclusion\">Conclusion<\/a><\/p>\n\n\n\n<p><a href=\"#h-ecommerce-kpi-faqs\">Ecommerce KPI FAQs<\/a><a href=\"#\"><\/a><\/p>\n<\/div>\n\n\n\n<p>Measuring key performance indicators (KPIs) is vital to the health of your business. They enable you to have a deep understanding of your business\u2019s performance so you can make critical adjustments in your execution to achieve specific strategic goals.<\/p>\n\n\n\n<p>Tracking the right ecommerce KPIs will help you make better-informed decisions regarding your ecommerce brand, from revenue and conversions to marketing and customer service. When thinking about KPIs, important ones may come to mind like conversion rate, site traffic, net promoter score, and shopping cart abandonment rate.<\/p>\n\n\n\n<p>However, there is a wide range of metrics that you should be tracking to help your online store grow.<\/p>\n\n\n\n<p>In this article, gain a deeper understanding of the ecommerce KPIs that every online store needs to track to achieve specific strategic goals.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-are-ecommerce-kpis\">What are ecommerce KPIs?<\/h2>\n\n\n\n<p>Ecommerce KPIs, or key performance indicators, are the outcomes that evaluate the progress your ecommerce brand is making toward its vision of success. They are quantifiable measurements or data points that help gauge performance of your specific goals.<a id=\"whykpis\"><br><\/a>An example of an ecommerce key performance indicator is having a goal of generating 1,000 new customers by the end of 2021. This is a good KPI because it:<\/p>\n\n\n\n<ol class=\"wp-block-list\"><li>Has a quantifiable target of 1,000 new customers and<\/li><li>Gives a timeframe for the accomplishment<\/li><\/ol>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-why-are-ecommerce-performance-metrics-important-to-your-online-store\">Why are ecommerce performance metrics important to your online store?<\/h2>\n\n\n\n<p>If you own an online store, chances are you want to increase your <a href=\"https:\/\/www.optimonk.com\/optimize-conversion-rates\/\" target=\"_blank\" rel=\"noreferrer noopener\">conversion rate<\/a> and revenue and give your customers an overall positive shopping experience. It can be hard to achieve this if you don\u2019t have specific goals in place for sales, marketing, customer service, shipping, and other parts of your business. KPIs are so crucial for your online store because they:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-1-help-you-gauge-growth\">1. Help you gauge growth<\/h3>\n\n\n\n<p>KPIs provide an immediate snapshot of the overall performance of your company. When you hold yourself accountable by measuring goals and targets through KPIs, you have a deeper understanding of your business.<\/p>\n\n\n\n<p>Therefore, you can gauge growth and make adjustments before you\u2019re too far behind your goals (e.g., ramp up ad spend if you don\u2019t have enough new customers), or readjust plans if you\u2019re ahead of projections (e.g., reorder more inventory sooner if you\u2019re selling through it quicker than your <a href=\"https:\/\/www.shipbob.com\/inventory-management\/inventory-forecasting\/\">inventory forecasts<\/a> estimated).<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-give-you-data-driven-insights\">2. Give you data-driven insights<\/h3>\n\n\n\n<p>Data is always at the forefront of every decision you make as a business owner.<\/p>\n\n\n\n<p>Data-driven insights will help you make informed decisions based on real-time data that clearly visualizes the next steps you need to take to improve your online store.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-increase-online-sales\">3. Increase online sales<\/h3>\n\n\n\n<p>When you are setting KPIs, many will tie back to tracking and growing sales. Choosing KPIs that monitor whether you are increasing online sales \u2014 like conversion rate, customer retention rate, average order value and <a href=\"https:\/\/www.daasity.com\/post\/customer-lifetime-value\" target=\"_blank\" rel=\"noreferrer noopener\">customer lifetime value<\/a> \u2014 can help you take action to influence visitors and customer behaviour.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-4-improve-employee-and-customer-relationships\">4. Improve employee and customer relationships<\/h3>\n\n\n\n<p>A good KPI system will help motivate and reward employees, while also giving them an understanding of the goals the company is working towards. Once <a href=\"https:\/\/www.businessinsuranceusa.com\/news\/small-business\/8-simple-employee-management-tips-for-new-business-owners\/\" target=\"_blank\" rel=\"noreferrer noopener\">employees have a better understanding<\/a> of this, they can work towards customer service KPIs and better assist customers.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-5-ensure-you-make-adjustments-when-necessary-to-stay-on-track\">5. Ensure you make adjustments when necessary to stay on track<\/h3>\n\n\n\n<p>Using a combination of KPIs gives you the right information at your fingertips to solve problems and tackle opportunities. If you are in a sales slump, identify a handful of KPIs that can help you turn the tide.<\/p>\n\n\n\n<p>KPIs are one of the most valuable tools you have for keeping your team focused, accountable, and aligned.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-32-ecommerce-kpis-to-track-for-your-online-store\">32 ecommerce KPIs to track for your online store<\/h2>\n\n\n\n<p>Having a solid understanding of the different KPIs that cater to each primary function of an ecommerce business will ensure you make an educated decision on which key performance metrics make the most sense for your business. Every key performance indicator should be:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Well-defined and quantifiable<\/li>\n\n\n\n<li>Crucial to achieving your goals<\/li>\n\n\n\n<li>Communicated throughout your organisation<\/li>\n\n\n\n<li>Applicable to your line of business (LOB)<\/li>\n<\/ul>\n\n\n\n<p><a id=\"saleskpis\"><br><\/a>Here are 32 examples of common ecommerce KPIs we have seen organizations use to measure their performance:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-sales-kpis\">Sales KPIs<\/h3>\n\n\n\n<p>Sales KPIs give a clear idea of how your business is performing in terms of conversions and revenue. Here are some important KPIs to measure:<\/p>\n\n\n\n<p><strong>1. Conversion rate <\/strong><\/p>\n\n\n\n<p>A conversion rate is the percentage of users that convert, or in other terms, do what you want them to do. Depending on your <a href=\"https:\/\/slidemodel.com\/smart-goals-guide\/\" target=\"_blank\" rel=\"noopener\">business goals<\/a>, a \u201cconversion\u201d can be almost anything, but in most cases, for ecommerce businesses, it is when someone converts from being just a website visitor or email subscriber to becoming a customer by making a purchase.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Conversion rate = (Conversions \u00f7 Total visitors) X 100%<\/p>\n<\/blockquote>\n\n\n\n<p>Check out this <a href=\"https:\/\/thegood.com\/calculators\/roi-conversion\/\">ROI Conversion Rate Calculator<\/a> from our friends over at The Good.<\/p>\n\n\n\n<p><strong>2. Costs of goods sold (<a href=\"https:\/\/www.shipbob.com\/blog\/cost-of-goods-sold\/\">COGS<\/a>) <\/strong><\/p>\n\n\n\n<p>Costs of goods sold is how much it costs to <a href=\"https:\/\/www.shipbob.com\/blog\/how-to-cut-costs-and-production-lead-times\/\">produce your products<\/a> or&nbsp;services. COGS includes direct labour and direct material expenses that go into producing each good or service that your company sells. When calculating the cost of goods sold, it\u2019s important not to include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The cost of creating goods or services that you don\u2019t sell<\/li>\n\n\n\n<li>Indirect expenses, like certain overhead costs<\/li>\n\n\n\n<li>Utilities<\/li>\n\n\n\n<li>Marketing expenses<\/li>\n\n\n\n<li>Shipping fees<\/li>\n<\/ul>\n\n\n\n<p>When finding the COGS on a product, add the cost of <a href=\"https:\/\/www.shipbob.com\/blog\/raw-materials-inventory\/\">raw materials<\/a> and direct&nbsp;labour needed to create it.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>COGS = <a href=\"https:\/\/www.shipbob.com\/blog\/beginning-inventory\/\">Beginning inventory<\/a> + Purchases during the period \u2013 Ending inventory<\/p>\n<\/blockquote>\n\n\n\n<p>Note: COGS is just as much an inventory KPI as a sales KPI, but it\u2019s important to keep a pulse on revenue and the costs you\u2019re incurring.<\/p>\n\n\n\n<p><strong>3. Customer lifetime value (CLV) or Lifetime value (LTV)<\/strong><\/p>\n\n\n\n<p>Customer lifetime value, also known as LTV, gives you the average profit by customer, or how much they spend with your business over time, minus their acquisition and servicing costs. This shows the value of a customer\u2019s repeat purchase rate, not just on a purchase-by-purchase basis.<\/p>\n\n\n\n<p>Knowing the customer lifetime value can help you develop strategies to not just acquire new customers but retain existing ones while <a href=\"https:\/\/www.shipbob.com\/blog\/brand-lifetime-value-customer-taylor-holiday\/\">getting them to spend more with you over time<\/a> (e.g., through up-sells, subscriptions, and more).<\/p>\n\n\n\n<p>You know the saying, \u201dExisting customers cost less than acquiring new customers.\u201d The CLV allows you to increase the value of your existing customers to help drive growth.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>CLV = (Customer revenue per year X Duration of the relationship in years) \u2013 Total costs of acquiring and serving the customer<\/p>\n<\/blockquote>\n\n\n\n<p><strong>4. Revenue per visitor (RPV)<\/strong><\/p>\n\n\n\n<p>Revenue per visitor is a measurement of the average amount of money generated each time someone visits your <a href=\"https:\/\/www.appypie.com\/ecommerce-website-builder\" target=\"_blank\" rel=\"noopener\">ecommerce website<\/a>.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>RPV = Total revenue earned during a given period \u00f7 Number of visitors during the same period<\/p>\n<\/blockquote>\n\n\n\n<p><strong>5. Customer acquisition cost (CAC)<\/strong><\/p>\n\n\n\n<p><a href=\"https:\/\/www.mosaic.tech\/financial-metrics\/customer-acquisition-cost-cac\" target=\"_blank\" rel=\"noreferrer noopener\">Customer acquisition cost<\/a> determines the resources that are needed for a company to attract new customers. This can vary greatly depending on your marketing channels (e.g., if you\u2019re paying to get in front of prospective customers on Facebook or Instagram vs. getting a lot of organic press coverage or customers find you via search).<\/p>\n\n\n\n<p>Businesses will use CAC to determine profitability since it compares the amount of money spent to attract customers against the number of customers they actually gained. <a href=\"https:\/\/www.demandjump.com\/blog\/customer-acquisition-cost-by-industry\">For reference<\/a>, the average customer acquisition cost for consumer goods is $22.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>CAC = Total cost of sales and marketing \u00f7 The number of new customers acquired<\/p>\n<\/blockquote>\n\n\n\n<p><strong>6. Churn rate<\/strong><\/p>\n\n\n\n<p>Churn rate calculates how quickly customers are leaving your brand. Learning your business\u2019s churn rate is vital in understanding the stickiness and <a href=\"https:\/\/www.shipbob.com\/blog\/brand-community\/\">health of it<\/a>. If your typical customer doesn\u2019t stick around long enough for you to recoup your average customer acquisition cost, you may be in trouble.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Churn rate = (Lost customers \u00f7 Acquired customers) X 100%<\/p>\n<\/blockquote>\n\n\n\n<p>Now that you know your churn rate, you\u2019re probably wondering how to decrease that number. <a href=\"https:\/\/www.shipbob.com\/blog\/5-strategies-to-increase-revenue-and-customer-satisfaction\/\">Here<\/a> are 5 strategies to help increase your customer satisfaction.<\/p>\n\n\n\n<p><strong>7. Average order value (AOV)<\/strong><\/p>\n\n\n\n<p><a href=\"https:\/\/www.shipbob.com\/blog\/average-order-value\/\">Average order value<\/a> tracks the average dollar amount spent each time a customer places an order on a website. AOV helps you evaluate your <a href=\"https:\/\/www.shipbob.com\/blog\/ecommerce-pricing-strategies\/\">ecommerce pricing strategy<\/a> and online marketing efforts by providing the metrics needed to measure individual customers\u2019 long-term value.<\/p>\n\n\n\n<p><a id=\"marketingkpis\"><br><\/a>If you can increase your average order value, then you can pad your margin to offer <a href=\"https:\/\/www.shipbob.com\/blog\/how-to-offer-free-shipping-ecommerce-store\/\">free shipping<\/a> and\/or offset your <a href=\"https:\/\/www.shipbob.com\/ecommerce-shipping\/shipping-handling\/\">shipping and handling<\/a> costs. A few great ways to do this include offering minimum spend thresholds, upsells, memberships, and <a href=\"https:\/\/www.shipbob.com\/blog\/product-bundling\/\">bundles<\/a>.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>AOV = Revenue \u00f7 Number of orders<\/p>\n<\/blockquote>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-marketing-kpis\">Marketing KPIs<\/h3>\n\n\n\n<p>Ensure your online store is performing in relation to marketing and advertising goals with these <a href=\"https:\/\/monday.com\/blog\/marketing\/kpi-marketing\/\" target=\"_blank\" rel=\"noopener\">marketing KPIs<\/a>:<\/p>\n\n\n\n<p><strong>8. Site traffic<\/strong><\/p>\n\n\n\n<p>Website traffic refers to the number of visits you receive on your online site. This is a common way to measure an online business\u2019s effectiveness at attracting an audience.<\/p>\n\n\n\n<p>Website traffic may come from organic searches, clicks from social media, affiliates, direct traffic, and other channels.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Google Analytics is the best free tool in measuring website traffic, and you can&nbsp;calculate your site traffic growth by comparing year-over-year data.<\/p>\n<\/blockquote>\n\n\n\n<p>Note: You can slice and dice your site traffic to view individual pages, traffic on your blog posts, and more.<\/p>\n\n\n\n<p><strong>9. Return on ad spend (ROAS)<\/strong><\/p>\n\n\n\n<p><a href=\"https:\/\/www.daasity.com\/post\/return-on-ad-spend-roas\" target=\"_blank\" rel=\"noreferrer noopener\">Return on ad spend<\/a> refers to the amount of revenue your business earns for each dollar it spends on advertising. The more effective your ad campaign is, the more revenue you\u2019ll earn from each dollar spent on the campaign.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>ROAS = Campaign revenue \u00f7 Cost of campaign<\/p>\n<\/blockquote>\n\n\n\n<p>ROAS is often expressed as a ratio. <a href=\"https:\/\/adespresso.com\/blog\/roas-how-to-maximize-return-on-ad-spend\/\">For example<\/a>, if you generated $800 in revenue from a Facebook Ads campaign that cost you $100 to run, then your ROAS would be 8:1, representing $8 made for every $1 spent.<\/p>\n\n\n\n<p><strong>10. Bounce rate<\/strong><\/p>\n\n\n\n<p>Bounce rate is defined as the percentage of visitors that leave a webpage without taking an action, such as clicking on a link, filling out a form, or making a purchase.<\/p>\n\n\n\n<p>The <a href=\"https:\/\/backlinko.com\/hub\/seo\/bounce-rate\">average bounce rate<\/a> is between 41-51%. Someone that \u201cbounces\u201d on your website ultimately didn\u2019t convert. If you have a high bounce rate, your site, or specific pages on your site, may have issues with content, form fields, user experience, page layout, or copywriting.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Bounce rate = Total one-page visits \u00f7 Total entrance visits<\/p>\n<\/blockquote>\n\n\n\n<p>Lower your bounce rate with some of these proven <a href=\"https:\/\/www.shipbob.com\/blog\/website-teardown\/\">ecommerce website tips<\/a>.<\/p>\n\n\n\n<p><strong>11. New visitors vs. returning visitors<\/strong><\/p>\n\n\n\n<p>New visitors are people who are coming to your site for the first time on a device. Returning visitors have been to your site before. The ratio (and volume) of new visitors to returning visitors can be very telling, showing the effectiveness of your inbound digital marketing techniques across the web.<\/p>\n\n\n\n<p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.shipbob.com\/wp-content\/uploads\/2021\/04\/new-returning-visitor.width-750-250x128.png?w=1280px\" alt=\"\" width=\"438\" height=\"224\" data-responsive-img srcset=\"https:\/\/www.shipbob.com\/wp-content\/uploads\/2021\/04\/new-returning-visitor.width-750-250x128.png?w=700px 650w, https:\/\/www.shipbob.com\/wp-content\/uploads\/2021\/04\/new-returning-visitor.width-750-250x128.png?w=860px 768w, https:\/\/www.shipbob.com\/wp-content\/uploads\/2021\/04\/new-returning-visitor.width-750-250x128.png?w=1180px 1080w, https:\/\/www.shipbob.com\/wp-content\/uploads\/2021\/04\/new-returning-visitor.width-750-250x128.png?w=1400px 1280w, https:\/\/www.shipbob.com\/wp-content\/uploads\/2021\/04\/new-returning-visitor.width-750-250x128.png?w=1600px 1440w\" fetchpriority=\"low\" \/><\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Google Analytics is the best free tool in measuring new vs. returning visitors.<\/p>\n<\/blockquote>\n\n\n\n<p><strong>12. Newsletter subscribers<\/strong><\/p>\n\n\n\n<p>Tracking newsletter subscribers, or the number of people who subscribe to your newsletter via email (whether through a form on your site or by having a friend forward your emails) demonstrates your ability to build an audience. <a href=\"https:\/\/www.shipbob.com\/blog\/building-email-lists\/\">Growing your email list<\/a> is a great way to effectively and efficiently connect with your customers and nurture them at scale by offering new releases first, coupon codes, and more.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>You can track your new subscribers through your <a href=\"https:\/\/capsulecrm.com\/blog\/best-crm-software\/\" target=\"_blank\" rel=\"noreferrer noopener\">Customer Relationship&nbsp;Management<\/a> (CRM) system.<\/p>\n<\/blockquote>\n\n\n\n<p><strong>13. Chat sessions started<\/strong><\/p>\n\n\n\n<p>Chat sessions started are the number of visitors who use the live chat support button to get more information on-site. Through services like on-site chatbots and messengers, as well as third-party chat apps like Whatsapp, WeChat, and Facebook Messenger, <a href=\"https:\/\/www.shipbob.com\/blog\/conversational-commerce\/\">conversational commerce<\/a> can help consumers find the best product options for their unique needs, all in real-time.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Messenger chatbots allow you to generate new customers, re-engage dormant customers, remind customers of abandoned carts, keep purchasers apprised of ecommerce shipping information and overall promotes positive customer satisfaction.<\/p>\n<\/blockquote>\n\n\n\n<p><strong>14. Social media engagement<\/strong><\/p>\n\n\n\n<p><a href=\"https:\/\/juphy.com\/blog\/best-5-tools-to-manage-social-media-engagement\" target=\"_blank\" rel=\"noreferrer noopener\">Social media engagement<\/a> is the number of people who are interacting with your brand online. There are many <a href=\"https:\/\/www.shipbob.com\/blog\/benefits-social-media-online-store\/\">benefits<\/a> to using social media for your online store and using <a href=\"https:\/\/www.shipbob.com\/blog\/social-proof-levers-dtc-brands-neel-grover\/\">social proof<\/a> as a lever for your brand. You are also able to dive deeper into social media metrics and track your increase in followers, impressions and reach.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>There is some native reporting built-in to social platforms but you can use other <a href=\"https:\/\/napoleoncat.com\/blog\/social-media-management-tools\/\" target=\"_blank\" rel=\"noreferrer noopener\">social media management tools<\/a> to help with scheduling content and analising metrics.<\/p>\n<\/blockquote>\n\n\n\n<p><strong>15. Partner and affiliate rates<\/strong><\/p>\n\n\n\n<p>Do you know what the conversion numbers are from partner or affiliate pages? Ensure you have eyes on every aspect of your business and drive those rates down if needed. It\u2019s also important to acknowledge that affiliates can even be influencers.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>You need the right tracking in place and some metrics you can look at can be sales per affiliate, number of new affiliate partners, and affiliate engagement.<\/p>\n<\/blockquote>\n\n\n\n<p><strong>16. Shopping cart abandonment rate<\/strong><\/p>\n\n\n\n<p><a id=\"customerservicekpis\"><br><\/a><a href=\"https:\/\/www.shipbob.com\/blog\/cart-abandonment\/\">Shopping cart abandonment<\/a> rate is an ecommerce term used to describe visitors adding items to an online shopping cart but exiting the website without completing the purchase. Shoppers abandon carts for a variety of reasons, including hidden fees, complicated checkout processes, and high shipping costs.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Shopping cart abandonment rate = 1 \u2013 (Total number of shoppers who complete transactions \u00f7 Total number of shoppers who add items to cart)<\/p>\n<\/blockquote>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-customer-service-kpis\">Customer service KPIs<\/h3>\n\n\n\n<p>When it comes to customer service, it\u2019s important to have the right KPIs in place to be able to meet customer expectations.<\/p>\n\n\n\n<p><strong>17. Customer satisfaction score (CSAT)&nbsp;<\/strong><\/p>\n\n\n\n<p>The <a href=\"https:\/\/stellaconnect.com\/blog\/how-to-measure-csat\/\" target=\"_blank\" rel=\"noopener\">customer satisfaction score can be measured<\/a> by asking customers how satisfied they were with an online purchase. CSAT is normally calculated to measure short-term consumer loyalty. As an example, you might ask \u201cHow would you rate your experience with us?\u201d followed by a couple of choices such as good, okay, and bad.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>CSAT = Number of positive responses \u00f7 Number of total responses X 100<\/p>\n<\/blockquote>\n\n\n\n<p>According to the <a href=\"https:\/\/www.theacsi.org\/acsi-benchmarks\/benchmarks-by-industry\">American Customer Satisfaction Index<\/a>, below are industry-standard benchmarks for CSAT score:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Apparel: 79<\/li>\n\n\n\n<li>Consumer Shipping 78<\/li>\n\n\n\n<li>Internet Retail: 80<\/li>\n\n\n\n<li>Specialty Retail Stores: 78<\/li>\n<\/ul>\n\n\n\n<p><strong>18. Net promoter score (NPS)<\/strong><\/p>\n\n\n\n<p>The net promoter score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company\u2019s products or services to others. Internally, this provides insight into your customer behaviors and relationship.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Calculating NPS is started by emailing or asking customers one simple question: \u201cOn a scale of 0-10, how likely is it that you would recommend [your company name] to your friends, family, or business associates? (0 being not likely at all, and 10 being extremely likely)\u201d<\/p>\n<\/blockquote>\n\n\n\n<p>How your customer rates you puts them into buckets:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Customers that give you a 6 or below are known as Detractors.<\/li>\n\n\n\n<li>A score of 7 or 8 are called Passives.<\/li>\n\n\n\n<li>A 9 or 10 are Promoters.<\/li>\n<\/ul>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>NPS is determined by subtracting the percentage of customers who are detractors from the percentage who are promoters. What is generated is a score between -100 and 100 called the net promoter score.<\/p>\n<\/blockquote>\n\n\n\n<p>This also allows you to remedy your customers\u2019 issues before they make any reviews on public platforms. However, <a href=\"https:\/\/www.shipbob.com\/blog\/get-customer-reviews\/\">receiving reviews or customer feedback <\/a>is a great way to ensure that your customers are happy or your product is working as intended, and that you can make any changes to your product and processes based on actual experiences.<\/p>\n\n\n\n<p><strong>19. First response time (FRT)<\/strong><\/p>\n\n\n\n<p>First response time measures the number of minutes, hours, or days that elapse between when a customer submits a case or opens a ticket and when customer service responds. It is sometimes measured in business hours and sometimes in total hours. Many businesses include a baseline FRT in their service level agreements (SLA), which means they must respond to customers within a specified timeframe.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>FRT = Sum of first response times \u00f7 Number of tickets<\/p>\n<\/blockquote>\n\n\n\n<p><strong>20. Customer resolution time (CRT)<\/strong><\/p>\n\n\n\n<p>Customer resolution time is a metric that tells you on average how long it takes your ecommerce support team to resolve issues.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>CRT = Total resolution time \u00f7 Total number of resolved requests<\/p>\n<\/blockquote>\n\n\n\n<p><strong>21. Active issues<\/strong><\/p>\n\n\n\n<p>Active issues tell the number of active queries at one single time. This can include unresolved issues, even if you\u2019re waiting on the customer to respond or to provide more information.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>You can pull this data from your customer service desk platform.<\/p>\n<\/blockquote>\n\n\n\n<p><strong>22. Backlogs<\/strong><\/p>\n\n\n\n<p><a id=\"shippingkpis\"><br><\/a>Backlogs are the number of issues that are waiting to be addressed. Backlogs can be greater during busy seasons, the holidays, when you\u2019re running a major promotion, and any other time orders may be higher.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>You can pull this data from your customer service desk platform.<\/p>\n<\/blockquote>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-shipping-amp-logistics-kpis\">Shipping &amp; logistics KPIs<\/h3>\n\n\n\n<p>For any online store, shipping and <a href=\"https:\/\/www.shipbob.com\/warehouse-management\/warehouse-kpis\/\">warehouse KPIs<\/a> are the essence of how your customer relationship will develop from when an order is placed to when it\u2019s delivered.<\/p>\n\n\n\n<p><strong>23. Inventory turnover rate<\/strong><\/p>\n\n\n\n<p><a href=\"https:\/\/www.shipbob.com\/inventory-kpis\/inventory-turnover-ratio\/\">Inventory turnover rate<\/a> measures how many times inventory is sold and then replaced in a specific time period. Understanding your average inventory turnover by SKU is a critical measure of product performance, as it relates to warehousing costs and sales, and can be benchmarked against other companies in a given industry or the rest of your products, comparing fast-sellers to slow-movers.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Inventory turnover = Cost of goods sold \u00f7 Average inventory value<\/p>\n<\/blockquote>\n\n\n\n<p><strong>24. <a href=\"https:\/\/www.shipbob.com\/blog\/inventory-levels\/\">Inventory levels<\/a><\/strong><\/p>\n\n\n\n<p>Inventory levels is the amount of stock currently at hand and how quickly a particular product is selling. Since inventory is constantly moving and orders are continuously processed, real-time inventory tracking helps to ensure you have an accurate sense of how much inventory you have on hand and whether or not you\u2019ll have enough to fulfil orders.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>You can manually count these, but that\u2019s a very time-consuming process. <a href=\"https:\/\/www.shipbob.com\/inventory-management\/software\/\">Inventory management systems<\/a> provide this as well as fulfilment providers like ShipBob. Learn more about tracking your inventory <a href=\"https:\/\/www.shipbob.com\/inventory-management\/inventory-tracking\/\">here<\/a>.<\/p>\n<\/blockquote>\n\n\n\n<p><strong>25. Order accuracy rate<\/strong><\/p>\n\n\n\n<p><a href=\"https:\/\/www.shipbob.com\/blog\/order-accuracy\/\">Order accuracy<\/a> is the percentage of all ecommerce orders that are fulfilled and shipped to their final destination without error, such as a mis-pick of an item or incorrect unit quantity. Order accuracy is an important metric to track because it highly impacts customer satisfaction.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Order accuracy rate = (Total orders fulfilled accurately \u00f7 Total orders fulfilled) X 100<\/p>\n<\/blockquote>\n\n\n\n<p><strong>26. Time to ship<\/strong><\/p>\n\n\n\n<p>This is the amount of time it takes to ship an order once it\u2019s placed. For example, ShipBob offers same-day fulfilment for B2C orders imported into the ShipBob dashboard by the time of the outbound fulfilment SLA (ranging from noon to 6pm local time of the fulfilment centre fulfilling it, depending on the location) and next-day fulfilment for all orders placed after the cutoff time.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Time to ship = <a href=\"https:\/\/www.shipbob.com\/blog\/ship-date\/\">Ship date<\/a> \u2013 Date order was placed<\/p>\n<\/blockquote>\n\n\n\n<p>Note: For most brands, this distribution metric will be calculated in business days and can be based on when the couriers pick up. This metric is also different from the time it takes an order to ship (from when it leaves a fulfilment centre) to when it is delivered to the end customer.<\/p>\n\n\n\n<p><strong>27. Order volume<\/strong><\/p>\n\n\n\n<p>This is your total order volume for a given timeframe. A month or 30 days is a typical timeframe, but this can be calculated daily, quarterly, annually, etc.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Total number of orders = The sum of all orders placed for a specific timeframe<\/p>\n<\/blockquote>\n\n\n\n<p>Note: <a href=\"https:\/\/www.shipbob.com\/blog\/ecommerce-dtc-brand-growth-seasonal-sales-order-volume\/\">Seasonality<\/a> will affect this volume and you should track other distribution metrics like AOV and average units per order in conjunction. You should also track this distribution metric separately for each channel so you can view growth per channel.<\/p>\n\n\n\n<p><strong>28. Return rate<\/strong><\/p>\n\n\n\n<p>This is the number of <a href=\"https:\/\/www.shipbob.com\/blog\/ecommerce-returns\/\">returns<\/a> resulting from customers purchases. You can reduce your return rate by having clear product descriptions, a defined return window, conducting regular product testing, and identifying trends in commonly returned items. If you find certain products are returned more than others, you may consider investigating why (e.g., damages in transit due to poor product packaging) so you can make improvements, or even discounting them.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Return rate = The number of items returned \u00f7 the number that has been sold<\/p>\n<\/blockquote>\n\n\n\n<p><strong>29. Average delivery days<\/strong><\/p>\n\n\n\n<p>Also known as average transit time, this is the average number of days it takes shipping couriers to deliver orders. Drive revenue by offering customers what they want: fast delivery. You can speed up average delivery days by offering <a href=\"https:\/\/www.shipbob.com\/blog\/guide-offering-affordable-2-day-shipping\/\">2-day shipping<\/a> to your customers by distributing inventory to be closer to your end customers.<\/p>\n\n\n\n<p>Average delivery days = Total days to deliver all orders \u00f7 Total number of orders delivered<\/p>\n\n\n\n<p><strong>30. Percentage of on-time shipments<\/strong><\/p>\n\n\n\n<p>This is the total percentage of shipments that are delivered without delay or within their expected timeframe. Sometimes this percentage will be outside of your control when it\u2019s in the couriers\u2019 hands. Couriers may experience high demands, weather issues, etc. See what the average transit time is amongst all couriers here.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>On-time shipments ratio = (Number of shipments delivered on-time \u00f7 Total shipments) X 100<\/p>\n<\/blockquote>\n\n\n\n<p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.shipbob.com\/wp-content\/uploads\/2021\/04\/Screen-Shot-2021-04-13-at-11.01.17-AM-250x77.png?w=1280px\" alt=\"\" width=\"422\" height=\"130\" data-responsive-img srcset=\"https:\/\/www.shipbob.com\/wp-content\/uploads\/2021\/04\/Screen-Shot-2021-04-13-at-11.01.17-AM-250x77.png?w=700px 650w, https:\/\/www.shipbob.com\/wp-content\/uploads\/2021\/04\/Screen-Shot-2021-04-13-at-11.01.17-AM-250x77.png?w=860px 768w, https:\/\/www.shipbob.com\/wp-content\/uploads\/2021\/04\/Screen-Shot-2021-04-13-at-11.01.17-AM-250x77.png?w=1180px 1080w, https:\/\/www.shipbob.com\/wp-content\/uploads\/2021\/04\/Screen-Shot-2021-04-13-at-11.01.17-AM-250x77.png?w=1400px 1280w, https:\/\/www.shipbob.com\/wp-content\/uploads\/2021\/04\/Screen-Shot-2021-04-13-at-11.01.17-AM-250x77.png?w=1600px 1440w\" fetchpriority=\"low\" \/><\/p>\n\n\n\n<p><strong>31. Percentage of sales lost to out-of-stock products<\/strong><\/p>\n\n\n\n<p>This is the total dollar value of sales lost or refunded due out-of-stock supply issues divided by the total dollar value of customer sales over the same period of time, expressed as a percentage.<\/p>\n\n\n\n<p>If you have poor <a href=\"https:\/\/www.shipbob.com\/inventory-management\/\">inventory management<\/a>, you may over-sell products when you don\u2019t actually have them in stock. After a customer places an order with out-of-stock items, you\u2019ll have to let them know, cancel and refund their order, and lose that sale.<\/p>\n\n\n\n<p>To <a href=\"https:\/\/www.shipbob.com\/inventory-kpis\/stockout-costs\/\">avoid stockouts<\/a>, focus on&nbsp;<a href=\"https:\/\/www.shipbob.com\/blog\/supply-chain-optimization\/\">optimising your supply chain<\/a>&nbsp;so you can better manage inventory and prepare for future demand. By partnering with a tech-enabled 3PL like ShipBob, you\u2019re given the&nbsp;<a href=\"https:\/\/www.shipbob.com\/blog\/retail-fulfillment\/\">retail fulfilment<\/a>&nbsp;expertise, technology, and&nbsp;inbound and outbound logistics&nbsp;support you need to get products to your customers\u2019 doors quickly.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Sales lost = (Value of sales lost \u00f7 Total value of sales) X 100<\/p>\n<\/blockquote>\n\n\n\n<p><strong>32. Order picking accuracy<\/strong><\/p>\n\n\n\n<p>Similar to order accuracy rate which takes packing and not just warehouse picking into consideration, this is the percentage of orders picked without error. Warehouse picking is an integral part of the&nbsp;<a href=\"https:\/\/www.shipbob.com\/ecommerce-fulfillment\/\">ecommerce fulfilment<\/a>&nbsp;process, and order accuracy is greatly dependent on the efficiency of warehouse picking, which in turn impacts your brand\u2019s reputation and relationship with your customers.<\/p>\n\n\n\n<p><a id=\"kpiexamples\"><br><\/a>One of the best ways to improve warehouse picking is to pair up with a reliable 3PL provider, like ShipBob, who can take on all of the work for you.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Opening picking accuracy rate = (Total orders picked without error \u00f7 Total orders) X 100<\/p>\n<\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-ecommerce-kpi-examples\">Ecommerce KPI examples<\/h2>\n\n\n\n<p>Finding the right ecommerce KPIs to track for your business can seem overwhelming at first. Ask yourself these 4 critical questions to help you work backwards and better understand the KPIs that are best to help your online business grow:<\/p>\n\n\n\n<ol class=\"wp-block-list\"><li>What is your desired outcome?<\/li><li>How does this outcome help achieve your vision of success?<\/li><li>How will you know you&rsquo;ve achieved your outcome?<\/li><li>Is this a leading indicator of performance or a lagging indicator of performance?<\/li><\/ol>\n\n\n\n<p>Here are a few examples of goals you can set for your business and the KPIs that go with them.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-goal-boost-customer-satisfaction\">Goal: Boost customer satisfaction<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>KPIs to track:<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Order accuracy rate<\/li>\n\n\n\n<li>Delivery time<\/li>\n\n\n\n<li>Net promoter score (NPS)<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-goal-increase-online-conversion-by-x\">Goal: Increase online conversion by x%<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>KPIs to track:\n<ul class=\"wp-block-list\">\n<li>Cart abandonment rate<\/li>\n\n\n\n<li>Conversion rates<\/li>\n\n\n\n<li>New visitors vs. returning visitors<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<p><a id=\"whyshipbob\"><br><\/a><\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-goal-grow-email-subscribers\">Goal: Grow email subscribers<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>KPIs to track:\n<ul class=\"wp-block-list\">\n<li>Blog traffic<\/li>\n\n\n\n<li>Social media engagement<\/li>\n\n\n\n<li>Bounce rate<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-how-shipbob-helps-retailers-track-and-achieve-ecommerce-kpis\">How ShipBob helps retailers track and achieve ecommerce KPIs<\/h2>\n\n\n\n<p>Here at ShipBob, we know <a href=\"https:\/\/thinkbiganalytics.com\/big-data-analytics\">data can be a competitive advantage<\/a> for direct-to-consumer brands. That\u2019s why we launched a free analytics tool for ecommerce brands that outsource fulfilment to us that\u2019s packed with charts and deeper insights to help you with everything from year-end reporting, to better <a href=\"https:\/\/www.shipbob.com\/blog\/supply-chain-optimization\/\">supply chain<\/a> optimisation and decision-making.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-rich is-provider-embed-handler wp-block-embed-embed-handler wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"ShipBob Fulfillment Center Guided Tour - 3D 360\u00b0 VR Video\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/YdTbM4XlizY?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p>As a <a href=\"https:\/\/www.shipbob.com\/best-fulfillment-provider-ecommerce-businesses\/\">leading fulfilment provider<\/a>, we\u2019ve aggregated many data sets to provide the information you need at a glance, the ability to download files to get more granular, and empower you to ultimately provide a better customer experience.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-1-monitors-inventory-turnover-rate\">1. Monitors inventory turnover rate<\/h3>\n\n\n\n<p>Calculating <a href=\"https:\/\/www.shipbob.com\/inventory-kpis\/inventory-turnover-ratio\/\">inventory turnover ratio<\/a> is a great way to determine if you need to increase or decrease your inventory supply while also helping you understand your company\u2019s inventory for future financial decisions. Gone are the days of using spreadsheets and <a href=\"https:\/\/www.shipbob.com\/blog\/inventory-sheet-template\/\">inventory sheets<\/a>. You need the right technology to manage it.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-improve-order-accuracy-rates\">2. Improve order accuracy rates<\/h3>\n\n\n\n<p>Partnering with a professional <a href=\"https:\/\/www.shipbob.com\/best-fulfillment-provider-ecommerce-businesses\/\">fulfilment provider<\/a> like ShipBob can help you fulfil and ship orders accurately. By <a href=\"https:\/\/www.shipbob.com\/ecommerce-fulfillment\/outsourced-fulfillment\/\">outsourcing fulfilment<\/a> to the experts, you get access to the following strategies ShipBob uses to ensure high order accuracy rates for our merchants:<\/p>\n\n\n\n<ol class=\"wp-block-list\"><li><ol><li><a href=\"https:\/\/www.shipbob.com\/blog\/new-free-analytics-reporting-tool\/\">Keeping business owners updated<\/a><\/li><li>Implementing the right technology<\/li><li><a href=\"https:\/\/www.shipbob.com\/blog\/supply-chain-optimization\/\">Optimising the supply chain<\/a><\/li><\/ol><\/li><\/ol>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-faster-shipment-times\">3. Faster shipment times<\/h3>\n\n\n\n<p>When you outsource fulfilment to ShipBob, it\u2019s not just your typical pick-pack warehouse \u2014 It\u2019s an Amazon-like shipping experience that lets brands use delivery to beat customer expectations, optimise for time and cost, and own more of the customer relationship.<\/p>\n\n\n\n<p>ShipBob\u2019s guaranteed <a href=\"https:\/\/resources.shipbob.com\/shipbob-2-day-express-booklet\">2-Day Express Shipping Program<\/a> enables you to offer 2-day shipping to all of your customers in the contiguous US across all of your platforms. By leveraging <a href=\"https:\/\/www.shipbob.com\/blog\/ground-shipping\/\">ground shipping<\/a> services along with UPS 2-day air, you can offer 2-day shipping at prices lower than expedited shipping to all postcodes in the contiguous US.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-4-handles-return-management\">4. Handles return management<\/h3>\n\n\n\n<p>Although it\u2019s worth investing time and money, improving your returns management&nbsp;process can be a huge undertaking. That\u2019s why many ecommerce brands partner with a&nbsp;third-party logistics (<a href=\"https:\/\/www.shipbob.com\/3pl\/\">3PL<\/a>) partner like ShipBob to better manage returns.<\/p>\n\n\n\n<p><a id=\"conclusion\"><br><\/a>ShipBob\u2019s fulfilment solution can <a href=\"https:\/\/www.shipbob.com\/blog\/returns-management-process\/\">handle returns<\/a> for you or lets you manage returns on your own and even easily integrates with leading <a href=\"https:\/\/www.shipbob.com\/blog\/ecommerce-returns\/\">ecommerce returns<\/a> platforms such as <a href=\"https:\/\/www.shipbob.com\/partners\/happy-returns\/\">Happy Returns<\/a> to better streamline the returns process.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-conclusion\">Conclusion<\/h2>\n\n\n\n<p>Ecommerce KPIs are useful and help set the bar on what an organisation wants to achieve. A well-designed and regularly monitored set of KPIs can provide you with a knowledge of how your business is performing and target the areas where remedial action ought to be applied. The metrics most useful as key performance indicators will depend on the company, and taking time to develop specific goals for your online store is crucial.<a id=\"quote\"><br><\/a>\nTo learn how ShipBob can help with <a href=\"https:\/\/www.shipbob.com\/ecommerce-fulfillment\/\">ecommerce fulfilment<\/a> and managing <a href=\"https:\/\/www.shipbob.com\/ecommerce-inventory\/\">ecommerce inventory<\/a> while providing data on important key performance metrics, click the button below to learn more.<\/p>\n\n\n\n<p><a id=\"kpifaq\"><br><\/a><\/p>\n\n\n\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.shipbob.com\/quote\/\"><strong>Request Fulfilment Pricing<\/strong><\/a><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-ecommerce-kpi-faqs\">Ecommerce KPI FAQs<\/h2>\n\n\n\n<p><span>Here are answers to some of the top questions people have about ecommerce KPIs for an online store.<\/span><\/p>\n\n\n\n<section class=\"wp-block-shipbob-blocks-section-container section section-container  max-width-blog\"><div class=\"container section-info section-info-align-none u-hidden\"><h6 class=\"section-title \"><\/h6><h2 class=\"section-content h2\"><\/h2><p class=\"section-copy u-hidden\"><\/p><\/div><div class=\"container flex-container direction-col justify-none align-none flex-wrap\">\n<div class=\"wp-block-shipbob-blocks-single-faq single-faq direction-col  col-8\" data-controller=\"faq-controller\" data-faq-controller-open-value=\"true\"><div class=\"single-faq-title-contianer\"><h4 class=\"single-faq-title\">What KPIs are most important in retail?<\/h4><div class=\"single-faq-expand\" data-faq-controller-target=\"expand\"><img decoding=\"async\" src=\"\/wp-content\/themes\/shipbob-2022\/resources\/svg\/plus-solid.svg\" \/><\/div><\/div><div class=\"single-faq-childs\" data-faq-controller-target=\"answer\"><div>\n<p><span>While all <a href=\"https:\/\/www.shipbob.com\/blog\/retail-kpis\/\">retail KPIs<\/a> are important to consider for your online store, these are some of the most important ones to start tracking:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span>Conversion rates<\/span><\/li>\n\n\n\n<li><span>Inventory turnover rate<\/span><\/li>\n\n\n\n<li><span>Cart abandonment rate<\/span><\/li>\n\n\n\n<li><span>Average order value<\/span><\/li>\n\n\n\n<li><span>Cost per order<\/span><\/li>\n\n\n\n<li><span>Customer lifetime value<\/span><\/li>\n<\/ul>\n<\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-shipbob-blocks-single-faq single-faq direction-col  col-8\" data-controller=\"faq-controller\" data-faq-controller-open-value=\"true\"><div class=\"single-faq-title-contianer\"><h4 class=\"single-faq-title\">What are good examples of KPIs?<\/h4><div class=\"single-faq-expand\" data-faq-controller-target=\"expand\"><img decoding=\"async\" src=\"\/wp-content\/themes\/shipbob-2022\/resources\/svg\/plus-solid.svg\"><\/div><\/div><div class=\"single-faq-childs\" data-faq-controller-target=\"answer\"><div>\n\n<p><span>The most impactful key performance indicators can be separated into different categories: sales, marketing, customer service, and shipping. Finding KPIs that fit your business is important for your online store&rsquo;s success. Let&rsquo;s go back to one of the KPI examples above:<\/span><\/p>\n\n\n<ul class=\"wp-block-list\"><li><span>Goal: Boost customer satisfaction in 2021<\/span><ul><li><span>KPIs to track:<\/span><ul><li><span>Order accuracy rate: Have an order accuracy rate of 97%<\/span><\/li><li><span>Delivery time: 91% of delivery time is in 2 days or less<\/span><\/li><li><span>Net promoter score (NPS): Increase NPS from 45 to 49<\/span><\/li><\/ul><\/li><\/ul><\/li><\/ul>\n\n<\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-shipbob-blocks-single-faq single-faq direction-col  col-8\" data-controller=\"faq-controller\" data-faq-controller-open-value=\"true\"><div class=\"single-faq-title-contianer\"><h4 class=\"single-faq-title\">How can you track KPIs?<\/h4><div class=\"single-faq-expand\" data-faq-controller-target=\"expand\"><img decoding=\"async\" src=\"\/wp-content\/themes\/shipbob-2022\/resources\/svg\/plus-solid.svg\"><\/div><\/div><div class=\"single-faq-childs\" data-faq-controller-target=\"answer\"><div>\n\n<p><span>There are various methods to track KPIs. Some companies will manually track data into spreadsheet software such as Excel or Google Sheets. There are many KPI tracking softwares that your business can use as you grow your goals. Staying organised in the process is key, so find what works best for you and your company.<\/span><\/p>\n\n<\/div><\/div><\/div>\n<\/div><div class=\"cta-container u-hidden\"><a class=\"btn btn-primary \" href=\"\"><\/a><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Distribution metrics let you know if your warehouse and fulfilment operations are productive. Learn which distribution metrics to track and how.<\/p>\n","protected":false},"author":187,"featured_media":25517,"parent":0,"template":"","meta":{"content-type":"","inline_featured_image":false,"footnotes":""},"blogcategories":[2,6,7,8,11,13],"class_list":["post-75","blog","type-blog","status-publish","has-post-thumbnail","hentry","blogcategories-3pl-third-party-logistics","blogcategories-ecommerce-tips","blogcategories-fulfillment","blogcategories-inventory","blogcategories-order-management","blogcategories-shipping"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>32 Ecommerce KPIs to Track for Online Stores in 2025 | ShipBob<\/title>\n<meta name=\"description\" content=\"These 32 ecommerce KPIs are essential in helping your online store grow. 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