A SOLUTION THAT YOU CAN MEASURE.
At WeSupply we believe that analytics and a data driven decision process should form the core of any strong business. To put it simply, you can’t improve what you can’t track. If you want to offer the best post purchase customer experience possible, the path begins with learning how to measure your efforts. How else would you know what you’re doing right? Or even more importantly, wrong? The effortless experience that makes your loyal customers feel delight can only truly exist as a result of constant fine tuning and adapting to the wants and needs of the people you’re aiming to serve. This is why we give you the tool to easily track Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES).
In retail there is no challenge you can’t overcome with the right tools at your side. The issue isn’t that something went wrong, but rather – what went wrong and how can we fix it. Was it the processing time of the order fulfillment? Was it the product or service itself? Another factor altogether? In order to optimize, we must know!
CUSTOMER SATISFACTION (CSAT) SURVEY.
CSAT is a useful survey that measures the customer’s overall satisfaction with the experience. It takes the form of a 1-5 star rating system and accompanying written comment that is posed to the customer after the transaction. CSAT is core piece of customer retention strategies as it helps you to understand what shipments did well, and which hurt your business. A CSAT score alone may not offer you total transparency, but that’s where we come in. With our solution you will be able to track back low ratings and bad comments to the exact shipment they’re stemming from. We can also tell you the warehouse or store that delivered the package so you can better optimize your sales order process flow at every level. In the quest to retain customers this information is critical because it allows you to understand why you got the negative feedback in the first place.
NET PROMOTER SCORE (NPS) SURVEY.
NPS is a survey used to measure a customer’s loyalty. It is often based on a single question, “how likely are you to recommend this brand to a friend or colleague,” and a 1-10 answering system. By using the net promoter system to determine your percentage of promoters you can understand which customers you have a high chance of re-engaging. Taking a closer look at the NPS score’s percentage of detractors can also help you realize where your company is falling short, and can point out some weak spots in the customer experience. Our solution allows you to customize the frequency of these post transactional surveys so as to not bombard repeat customers over and over again. Perhaps quarterly would be a better option depending on your needs!
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
ORDER FLOW ANALYTICS
A deep understanding of your order state is a must when working to improve the post purchase experience, so you need order level analytics. We provide a detailed breakdown that is both easy to access and understand. Master your order management process flow with all the information you need right at your fingertips.
Find out how many orders were:
- Received.
- Shipped (including detailed information on shipments per order).
- Cancelled (if so, why?).
- Delivered (woohoo!).
You can also check up on those order “grey areas” such as in transit, out for delivery, marked as exception, or waiting for pick up – all important touch points the customer will be thankful to be proactively notified about!
Our platform also calculates processing time for each order by location, so you can arrive at data driven solutions on a day by day basis. By using data analytics and immersing yourself in your company’s end 2 end time, you can optimize your process from the moment a customer places an order all the way up until it arrives on their doorstep.
We track it, therefore we know it!
AWARD WINNING ANALYTICS WITH MAGENTO BI
Powered by WeSupply – “2017 Impact Awards – Rising above the noise” for Analytics and Measurement.
To win the loyalty of sneaker-fans, KicksUSA/Snipes invested in Magento Business Intelligence to mine deeper into its data. The brand discovered opportunities for improvements to customer service processes and tripled the headcount of their team to focus on welcoming back returning customers. In an era when acquiring, converting, and retaining valuable customers is becoming more difficult, KicksUSA/Snipes used Magento Business Intelligence to find a competitive edge. The company saw a 20 percent initial return rate, followed by a 35 percent return rate the next year, accounting for 45 percent of KicksUSA/Snipes revenue.