Our eCommerce client wanted to know how satisfied the customers are with their service. eCommerce metrics implementation and analysis allows the client to :
We implemented for critical metrics:
We were able to define critical points for NPS, CSAT, CES, and GCR integration through workshops with stakeholders.
Then we defined several key funnel points. For example,
we implemented GCR at the end of a product search, and the NPS after the checkout process.
We were in constant communication with the clients regarding internal guidance for implementing new advanced tracking tools.
We have created for the client a few types of reports:
With continuous work and monitoring of customers' satisfaction, we provided our clients with the possibility to remain ahead of customers' needs.
Using the metrics enabled the client to: