GITNUX MARKETDATA REPORT 2023

Must-Know Omnichannel Kpis [Latest Report]

Last Updated: October 31, 2023

Written & Summarized by: Jannik Lindner

How we write

Download Image

Highlights: The Most Important Omnichannel Kpis

1. Net Promoter Score (NPS)
2. Conversion Rate
3. Channel Attribution
4. Customer Retention Rate
5. Average Order Value (AOV)
6. Customer Lifetime Value (CLV)
7. Cart Abandonment Rate
8. Time to Resolution
9. Churn Rate
10. Cross-channel Engagement
11. Return on Investment (ROI)
12. Social Media Engagement

Omnichannel Kpis: Our Guide

In an increasingly digitized world, effectively measuring and managing your omnichannel strategies is crucial for success. Navigating this digital space, however, demands proper understanding and application of critical Key Performance Indicators (KPIs). In our latest report, we reveal essential omnichannel KPIs that every business needs to know to thrive in today’s competitive market.

Net Promoter Score

NPS measures customer loyalty based on their likelihood to recommend a business to others. It helps evaluate the overall customer experience across all channels.

Conversion Rate

This KPI measures the percentage of users taking desired actions (e.g., purchasing) across channels. A higher rate signifies a better omnichannel experience.

Channel Attribution

Channel attribution pinpoints revenue-contributing channels, helping businesses optimize marketing and resource allocation.

Customer Retention Rate

This KPI gauges the percentage of recurring customer engagement. A higher rate indicates a successful omnichannel strategy meeting customer needs.

Average Order Value

AOV measures the average spend per transaction, indicating the effectiveness of pricing, promotions, and product offerings across channels.

Customer Lifetime Value

CLV calculates a customer’s lifetime revenue with a business. A higher CLV suggests an omnichannel strategy promoting long- term loyalty.

Cart Abandonment Rate

This KPI gauges the percentage of users adding items to their cart but not purchasing. A lower rate indicates a smoother omnichannel experience driving conversions.

Time To Resolution

This KPI measures the average time to resolve customer issues across channels. Shorter resolution times suggest an efficient, customer-focused omnichannel approach.

Churn Rate

Churn Rate measures the percentage of disengaging customers over time. A lower rate indicates the brand’s omnichannel strategy effectively satisfies customer needs.

Cross-Channel Engagement

This KPI gauges customer engagement across multiple channels in their buying journey. Higher cross-channel engagement indicates a cohesive omnichannel experience.

Return On Investment

ROI evaluates the profit from omnichannel initiatives. A higher ROI indicates the strategy’s success and supports further investment.

Social Media Engagement

This KP! measures interaction (likes, shares, comments) across social media. High engagement indicates effective omnichannel strategies connecting with the audience.

Frequently Asked Questions

What are some key Omnichannel KPIs that marketers should track?

Key Omnichannel KPIs that marketers should track include Customer Retention Rate, Customer Acquisition Cost, Cross-channel Engagement Rate, Net Promoter Score, and Average Order Value.

How can tracking Omnichannel KPIs benefit a business?

Tracking Omnichannel KPIs allows businesses to measure the effectiveness of their marketing efforts across multiple channels, understand customer behavior, and optimize their strategies to improve customer experience and maximize overall revenue.

How does Cross-channel Engagement Rate help measure the success of an omnichannel strategy?

Cross-channel Engagement Rate measures the percentage of customers who engage with a brand across multiple channels (e.g. email, social media, in-store). A high engagement rate indicates that customers are consistently interacting with the brand across various touchpoints, demonstrating a successful omnichannel strategy.

Why is Net Promoter Score (NPS) considered an essential Omnichannel KPI?

Net Promoter Score measures customer loyalty and satisfaction by evaluating how likely a customer is to recommend a brand to others. A high NPS indicates that customers are having positive, consistent experiences across all channels, making it a crucial KPI for evaluating the success of an omnichannel strategy.

How often should businesses analyze their Omnichannel KPIs?

Analyzing Omnichannel KPIs should ideally be conducted on a regular basis, such as monthly or quarterly, depending on the business’s scale and industry. Frequent analysis enables businesses to make informed decisions, optimize marketing efforts, and continually improve the customer experience across all channels.

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.

Free Test

Leadership Personality Test

Discover your leadership style and skyrocket your career in 10 under minutes 🚀