KPIs

E-commerce specialisation of Customer Retention Rate: share of subscribers active at period start who are still active at period end. Read from subscription status, not order history.

Measures the effectiveness of cost management in the supply chain by comparing total supply chain costs to the value of goods delivered.

Measures the effectiveness of the supply chain in converting inputs into outputs with minimal waste and delays. It evaluates the balance between supply chain costs and service levels.

Inbound customer support contacts (email, chat, phone, social, contact form) per 100 orders placed in the period. The standard measure of support demand; a rise points to order, delivery or product issues.

Measures the average duration from the initiation of a property inquiry to the final closing of the sale. It reflects the efficiency of the sales process in converting inquiries into closed deals.

Views Item (canonically Product Detail Views) counts how often shoppers are shown the full detail content of a specific product, measured at item_id grain from the unified view_item event after bot exclusion and refresh deduplication, and explicitly excluding list and grid impressions. It is the standard measure of product-level demand interest and the base for Cart-to-View Rate and Item Purchase Conversion Rate, so one stable definition must govern merchandising, search and site-experience reporting.

A visitor is an individual who accesses a website, identified by a unique ID. Understanding visitor metrics helps in analyzing user demographics and behavior.

Measures the percentage of warehouse space currently being used compared to the total available space, indicating the efficiency of warehouse capacity utilization.

WISMO Rate is the share of shipped orders that generate at least one "Where Is My Order" contact to customer support (chat, email, phone or an order-status contact form) before the order is resolved, measured on the order cohort shipped in the period. It isolates post-purchase anxiety caused by missing, late or unclear delivery information, making it the primary lead indicator of carrier underperformance, weak shipping-notification coverage and avoidable cost-to-serve.

Zero-Results Search Rate is the share of submitted on-site searches whose results page returns no products: searches with a search results count of zero divided by all submitted searches with a recorded results count in the period (deduplicated, keyword redirects excluded). It shows gaps in catalog coverage, synonym and spelling handling, and index freshness, and it is an early warning of lost search-driven revenue because shoppers who get no results rarely go on to add to cart.