GITNUX MARKETDATA REPORT 2023
Must-Know Ecommerce Retention Metrics
Highlights: The Most Important Ecommerce Retention Metrics
- 1. Customer Retention Rate (CRR)
- 2. Churn Rate
- 3. Average Order Value (AOV)
- 4. Repeat Purchase Rate (RPR)
- 5. Customer Lifetime Value (CLV)
- 6. Purchase Frequency (PF)
- 7. Time Between Purchases (TBP)
- 8. Customer Satisfaction Score (CSAT)
- 9. Net Promoter Score (NPS)
- 10. First-time versus Returning Customers
- 11. Customer Win-back Rate
- 12. Customer Recovery Rate
- 13. Cart Abandonment Rate
Table of Contents
Ecommerce Retention Metrics: Our Guide
In the rapidly evolving world of Ecommerce, understanding key retention metrics is crucial for success and growth. Our updated report dives deep into revealing metrics that every online retailer must be aware of. Stay ahead of the competition by uncovering the patterns and trends that foster customer loyalty and significantly increase revenue.
Customer Retention Rate
It is the percentage of customers who keep coming back. Track it to improve loyalty and satisfaction.
Percentage of customers who stop buying or engaging with your business. High churn rate signals dissatisfaction.
Average Order Value (AOV)
Average amount spent per transaction. Increased AOV over time could indicate better customer satisfaction and successful upselling or cross-selling.
Repeat Purchase Rate (RPR)
This metric indicates the percentage of customers who make more than one purchase from your store. A high RPR signifies a loyal customer base.
Customer Lifetime Value (CLV)
Total revenue a customer will generate over their lifetime. Helps gauge long-term profitability of retaining customers.
Purchase Frequency (PF)
How often customers buy from your store. High purchase frequency indicates customer satisfaction and effective promotional strategies.
Time Between Purchases (TBP)
Average time it takes for a customer to make a repeat purchase. Shorter TBP indicates higher customer satisfaction.
Customer Satisfaction Score (CSAT)
Customer satisfaction with products or services. Gathered through surveys to identify areas for improvement.
Net Promoter Score (NPS)
NPS gauges the willingness of customers to recommend your store to others. A high NPS reflects loyal customers and positive word-of-mouth marketing.
First-Time Versus Returning Customers
Percentage of new vs. returning customers. High percentage of returning customers implies better retention and loyalty.
Customer Win-Back Rate
Percentage of lapsed customers who return to make a purchase. High rate indicates effective re-engagement strategies.
Customer Recovery Rate
Percentage of customers who provide negative feedback or have a bad experience but continue to purchase. Measures effectiveness of customer service and complaint resolution.
Cart Abandonment Rate
Percentage of customers who add items to their cart but don’t complete the purchase. A high rate may suggest issues with the checkout process or a need for retargeting.
Frequently Asked Questions
What are Ecommerce Retention Metrics, and why are they important for online businesses?
What are some examples of Ecommerce Retention Metrics that online businesses should track?
How can businesses improve their Ecommerce Retention Metrics?
How can businesses calculate their Ecommerce Retention Metrics, like Customer Retention Rate and Customer Lifetime Value?
How can businesses use Ecommerce Retention Metrics to drive their marketing strategy and revenue goals?
How we write these articles
We have not conducted any studies ourselves. Our article provides a summary of all the statistics and studies available at the time of writing. We are solely presenting a summary, not expressing our own opinion. We have collected all statistics within our internal database. In some cases, we use Artificial Intelligence for formulating the statistics. The articles are updated regularly. See our Editorial Guidelines.