GITNUX MARKETDATA REPORT 2023
Must-Know Omnichannel Kpis [Latest Report]
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
Table of Contents
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.
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 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 measures the percentage of disengaging customers over time. A lower rate indicates the brand’s omnichannel strategy effectively satisfies customer needs.
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?
How can tracking Omnichannel KPIs benefit a business?
How does Cross-channel Engagement Rate help measure the success of an omnichannel strategy?
Why is Net Promoter Score (NPS) considered an essential Omnichannel KPI?
How often should businesses analyze their Omnichannel KPIs?
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.