What should be measured in omnichannel?
Posted: Sat Dec 07, 2024 10:19 am
To measure how effective omnichannel is in companies, here are 16 omnichannel metrics that will serve as indicators for this.
1. Conversion rate
It measures the number of interested users who, after going through several channels, receiving attention from the sales force and acquiring a product or service, become clients of the company.
2. Average response time
This is the average time it takes for the customer to receive australia whatsapp number data a response from the company through any means. The lower this time, the higher the efficiency of customer service.
3. Customer satisfaction
How high is customer satisfaction with the service received or the sales process ? Using scoring surveys for this metric will be essential to quantify it.
4. Average cart value
This omnichannel metric defines how much customers are spending on their orders. Of course, the higher this value, the more effective the strategies are.
5. Retention rate
The retention rate evaluates how well customers are retained over time through different communication and sales channels. For example, a user who bought in a store in a mall, then searched your social media, and finally bought on your website, is a customer who has a high retention rate.
6. Web downtime
It measures the total time that digital channels, such as the website or mobile application, are down, thereby affecting the customer experience.
7. Order abandonment rate
Order abandonment rate refers to how often users fill their cart with certain products, but then interrupt their purchase process and do not complete the order. If this happens very often, it is indicative that something within the platform is causing them to back out.
8. Net Promoter Score
Determines how willing customers are to recommend the company based on their experience across all of the organization's channels.
9. Customer Effort Score
This is the effort required by the customer to communicate with the company or make a purchase. Ideally, the score should be as low as possible.
10. Value of lifetime
Lifetime value is the total amount of money a given customer has spent with the company from their first purchase to the present.
11. Channel attribution
It helps determine which channel is generating the most sales in monetary terms, and which of them needs to be strengthened, in order to allocate the necessary resources to each one.
12. Interactions on social networks
Social media interactions by digital consumers speak of their relationship with the company. High engagement usually translates into customers who feel complete trust in the brand.
1. Conversion rate
It measures the number of interested users who, after going through several channels, receiving attention from the sales force and acquiring a product or service, become clients of the company.
2. Average response time
This is the average time it takes for the customer to receive australia whatsapp number data a response from the company through any means. The lower this time, the higher the efficiency of customer service.
3. Customer satisfaction
How high is customer satisfaction with the service received or the sales process ? Using scoring surveys for this metric will be essential to quantify it.
4. Average cart value
This omnichannel metric defines how much customers are spending on their orders. Of course, the higher this value, the more effective the strategies are.
5. Retention rate
The retention rate evaluates how well customers are retained over time through different communication and sales channels. For example, a user who bought in a store in a mall, then searched your social media, and finally bought on your website, is a customer who has a high retention rate.
6. Web downtime
It measures the total time that digital channels, such as the website or mobile application, are down, thereby affecting the customer experience.
7. Order abandonment rate
Order abandonment rate refers to how often users fill their cart with certain products, but then interrupt their purchase process and do not complete the order. If this happens very often, it is indicative that something within the platform is causing them to back out.
8. Net Promoter Score
Determines how willing customers are to recommend the company based on their experience across all of the organization's channels.
9. Customer Effort Score
This is the effort required by the customer to communicate with the company or make a purchase. Ideally, the score should be as low as possible.
10. Value of lifetime
Lifetime value is the total amount of money a given customer has spent with the company from their first purchase to the present.
11. Channel attribution
It helps determine which channel is generating the most sales in monetary terms, and which of them needs to be strengthened, in order to allocate the necessary resources to each one.
12. Interactions on social networks
Social media interactions by digital consumers speak of their relationship with the company. High engagement usually translates into customers who feel complete trust in the brand.