Sales Metrics

Transactions

The total number of transactions (sales) imported into WeSupply

Products Sold

The total number of products (items) sold.

Total Value

The total value of items sold. This value is expressed in the currency selected such as USA or GBP.

Shipments

Products Shipped

The total number of products that have a shipping tracking number associated.

Number of Shipments

The total number of shipments, this metric looks at total number of tracking numbers to determine shipments.

Average of Units per Shipment

The average number of products in a shipment. We calculate this by dividing Products Shipped/# of shipments.

Shipped Value

The total value of the items shipped. In case an order is split into multiple packages we calculate this number based on the products shipped and not the order total. This is a great metric or even KPI when compared to Total Sales -> for example Total Sales – Total Shipped Value = Pending Value of items that has not been shipped yet.

Cancellations

Products Cancelled

The total number of products that have been canceled by either the customer or by the fulfillment center.

Products Canceled Value

The total value of the items canceled. This is a great way to understand how much you sold but could not fulfill.

Shipment Statistics

Packages by Shipping Status

This report is a breakdown of the # number and % percentage of all shipments by status:

  • Label Created
  • Info Received
  • Exception
  • Failed Attempt
  • In Transit
  • Out for Delivery
  • Delivered

 

Processing Time by Location

Average Processing Time by each warehouse/location/distribution center/vendor/dropshipper.

This reports gives you a good understanding of which location if processing orders fast enough and comply to your SLA.

You have a great understating of which location is falling behind so you can make sure you allocate more labour or retrain the staff.

Processing Time by Day

The average processing time by day of week.

This gives you a good understanding of how long it takes your team to process orders each day, how Mondays compare to Wednesdays or how are you performing in the weekends.

Delivery Time by Day

This report gives you a good understanding of how long it takes your courier to deliver each package by day.

End to End Time

You will finally have a good understanding of how long it takes from the moment a customer clicks on the buy button until the customer receives the product.

Customer Feedback

Net Promoter Score (NPS)

NPS stands for Net Promoter Score which is a metric used in customer experience programs. NPS measures the loyalty of customers to a company. NPS scores are measured with a single question survey and reported with a number from -100 to +100, a higher score is desirable.

NPS® is often held up as the gold standard customer experience metric.

We are reporting NPS by weeks so you can understand how NPS is growing over time and by score, so you can understand how many of your customers are Promoters, Passive or even Detractors.

Customer Satisfaction (CSAT)

CSAT is short for customer satisfaction score. It’s a commonly used metric that acts as a key performance indicator for customer service and product quality in all kinds of businesses. While customer satisfaction as an idea is a general one, CSAT is a more defined metric that’s expressed as a percentage. 100% would be fantastic – 0% would be terrible.

We are reporting CSAT by weeks so you can understand how CSAT is growing over time and by score from 1 to 5 star ratings.

SMS Statistics

SMS Subscribers

The total number of customers that subscribed to receive SMS notifications regarding their orders.

SMS Subscription Rate

Based on the total number of customers that made a purchase, how many of those subscribed to receive SMS notifications regarding their order.

SMS Sent

Total number of SMS notifications sent. Each customer can receive multiple SMS notifications based on the total # of Shipment and the # of SMS notifications enabled.

This metric is calculated by notification type sent.

SMS Sent Daily Average

Total number of SMS notifications sent on average each day.

SMS CTR (Click-Through Rate)

The ratio between SMS sent and # of clicks generated from those notifications.

Note: if you do not include links back to your tracking page or order page, the CTR can be zero.

This metric is calculated by notification type sent.

SMS Links Visited

The total # of unique links visited. This metric is relevant when comparing it to the # of clicks and CTR.

SMS Clicks

Number of clicks each SMS notification is generating.

Note: if you do not include links back to your tracking page or order page, the # of clicks can be zero.

This metric is calculated by notification type sent.

Email Statistics

Emails Sent

Total number of Email notifications sent. Each customer can receive multiple Email notifications based on the total # of Shipment and the # of Email notifications enabled.

This metric is calculated by notification type sent.

Emails Sent Daily Average

Total number of Email Notifications sent on average each day.

Email Open Rate

Your average email open rate.

This metric is calculated by notification type sent.

# of Opened Emails

The total # of unique email opened.

This metric is calculated by notification type sent.

Email Notification CTR (Click-Through Rate)

The ratio between # of email sent and the # of click received.

This metric is calculated by notification type sent.

Email Notification Clicks

Number of clicks each Email Notification is generating.

This metric is calculated by notification type sent.

Return Metrics & KPIs

Total Returns

Total number of Return Requests Received

Items per Return Request

The average number of items returned per request.

Return Rate

Ratio between number of returns & the total number of orders.

Return Label Rate

The % of returns that received a return label.

Total Return Value

The total value of all return requests.

Units Returned

The total number of items returned from all requests.

Total Refund Value

The total value of refunded items.

Total Refund Units

The total number of refunded items.

Average Return Window

The number of days it takes your customer to initiate a return request after they receive a product.

Average Processing Time

The number of days it takes your team to process a return after they receive a product.

Average End 2 End

The number of days it takes from the moment the customer requests a return until your team processes the refund.

Returns by Status

The total number of returns grouped by status.

This report gives you a good understanding of the entire flow:

  • how many returns need to be approved
  • how many returns need to be processed
  • how many returns got shipped back
  • how many returns are arriving today back at the warehouse
  • how many need to be received, Quality Checked
  • how many returns need to be refunded

Based on this report you can schedule the right amount of workforce to the right task.

We are reporting based on Return Status, Total #, Total %, and $ Value

Returns by Reason

The total number of returns grouped by the return reasons you have setup in your account.

This report gives you a good understanding of why your customers are returning their products:

Ex:

  • too small
  • too big
  • changed my mind
  • ordered multiple sizes
  • etc.

We are reporting based on Return Reason, Total #, Total %, and $ Value

Returns by Disposition

The total number of returns grouped by the return disposition.

This report gives you a good understanding of which disposition is most used:

Ex:

  • Return to Web Warehouse
  • Return to Sender
  • Return to Dropshipper
  • Return to Store
  • Return to Recycling Facility
  • Return to Repair Center
  • Return to Donation Center
  • etc.

We are reporting based on Return Dispositions, Total #, Total %, and $ Value