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Key Performance Indicators (KPIs) for Ecommerce Cheat Sheet by

Key Performance Indicators (KPIs) for Ecommerce
e-commerce     key     indicators     pkis     perfomance


Selecting KPIs begins with clearly stating goals and unders­tanding what areas of business impact those goals. Of course, KPIs can and should differ for each of an online retailer's goals, whether those are related to boosting sales, stream­lining marketing, or improving customer service.

Here are a few examples of goals and associated KPIs:
GOAL 1 — Boost sales 10% in the next quarter. KPIs include daily sales, conversion rate, site traffic.
GOAL 2 — Increase conversion rate 2% in the next year. KPIs include conversion rate, shopping cart abando­nment rate, associated shipping rate trends, compet­itive price trends.
GOAL 3 — Grow site traffic 20 percent in the next year. KPIs include site traffic, traffic sources, promot­ional click-­through rates, social shares, bounce rates.
GOAL 4 — Reduce customer service calls by half in the next 6 months. KPIs include service call classi­fic­ation, identify of page visited immedi­ately before the call, event that lead to the call.

Customer Service KPIs

Customer service email count
Customer service phone call count
Customer service chat count
Average resolution time
Concern classi­fic­ation

Sales Key Perfor­mance Indicators

Hourly, daily, weekly, monthly, quarterly, and annual sales
Average order size (sometimes called average market basket)
Average margin
Conversion rate
Shopping cart abando­nment rate
New customer orders versus returning customer sales
Cost of goods sold
Total available market relative to a retailer's share of market
Product affinity (which products are purchased together)
Product relati­onship (which products are viewed consec­uti­vely)
Inventory levels
Competitive pricing

What are KPIs?

Marketing Key Perfor­mance Indicators

Site traffic
Unique visitors versus returning visitors
Time on site
Page views per visit
Traffic source
Day part monitoring (when site visitors come)
Newsletter subscr­ibers
Texting subscr­ibers
Chat sessions initiated
Facebook, Twitter, or Pinterest followers or fans
Pay-per-click traffic volume
Blog traffic
Number and quality of product reviews
Brand or display advert­ising click-­through rates
Affiliate perfor­mance rates

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