GITNUX MARKETDATA REPORT 2023
Must-Know Omni Channel Metrics
Highlights: The Most Important Omni Channel Metrics
- 1. Online Conversion Rate
- 2. Customer Retention Rate
- 3. Sales by Channel
- 4. Churn Rate
- 5. Average Order Value (AOV)
- 6. Channel Attribution
- 7. Customer Satisfaction Score (CSAT)
- 8. Net Promoter Score (NPS)
- 9. Customer Effort Score (CES)
- 10. First Contact Resolution Rate (FCR)
- 11. Cross-Channel Sales
- 12. Channel Adoption Rate
- 13. Cart Abandonment Rate
- 14. Bounce Rate
- 16. Customer Lifetime Value (CLV)
- 17. Social Media Engagement
Table of Contents
Omni Channel Metrics: Our Guide
In the ever-evolving digital landscape, mastering omni-channel marketing metrics is key to gaining a competitive edge. In our recent study, we have unearthed some crucial data points and indicators that every marketer must be aware of. Let’s dive into these must-know omni-channel metrics that can significantly elevate your marketing strategy.
Online Conversion Rate
The percentage of online visitors who complete a purchase, sign up, or perform a desired action on a website.
Customer Retention Rate
The percentage of customers who continue to interact, make purchases or use your services over a given period of time.
Sales By Channel
The total revenue generated from each channel such as e- commerce, retail stores, mobile apps, etc.
The rate at which customers stop interacting or making purchases from a particular channel.
Average Order Value
The average amount of money customers spend per transaction across all channels.
The process of assigning credit for customer actions, such as a purchase, to the specific channel that assisted in driving that action.
Customer Satisfaction Score
A measure of how satisfied customers are with their experience across all channels.
Net Promoter Score
A metric to gauge customer loyalty and their likelihood to recommend your brand or services to others.
Customer Effort Score
A measure of how easy it is for customers to interact and complete tasks on each channel.
First Contact Resolution Rate
The percentage of customer issues resolved during their first interaction with a company, regardless of the channel.
The total revenue generated from customers who purchase through multiple channels, highlighting the success of your omni-channel strategy.
Channel Adoption Rate
The rate at which customers adopt and use new channels introduced by the organization.
Cart Abandonment Rate
The percentage of online shopping carts that are not converted into a purchase or transaction.
The percentage of site visitors who leave a website or app after viewing only one page or without engaging with the content.
Channel-Specific Return On Investment
The profit generated from each channel, compared to the costs related to its operation and development.
Frequently Asked Questions
What are omni-channel metrics?
Why are omni-channel metrics essential for businesses today?
What are some common omni-channel metrics businesses should track?
How can businesses improve their omni-channel metrics?
Can businesses rely solely on omni-channel metrics for their success?
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.