KPI Glossary

Keeping track of your performance in Salesfloor is easy. The following glossary helps you understand the KPIs that are measured in your Backoffice and associate mobile app reporting: 

Customer Service KPIs

Request Reply Time:

  • The average amount time elapsed between the receipt of a customer request, and the first response by an associate to the request. 

Live Chat Answer Rate: 

  • The proportion of answered incoming chat requests vs. the total number of incoming chats. For example: If 8 out of 10 incoming chats are answered, the live chat answer rate is 80%.

 

Customer Engagement KPIs

Total Requests:

  • The total cumulative number of requests received. In other words, this number represents the total combined number of Chat Requests, Appointment Requests, and all other requests received in Salesfloor. 

Appointment Requests:

  • The total number of appointment requests received during the specified time period.

Email Requests: 

  • The total number of email requests (e.g. Ask & Answer, Email Me) received during the specified time period.

Personal Shopper Requests: 

  • The total number of personal shopper requests received during the specified time period.

Live Chat Requests: 

  • The total number of live chat requests received during the specified time period.

Unique Visitors: 

  • The number of unique (new) customers that have visited the user's Storefront for the first time during the specified time period.

Storefront Visits: 

  • The total number of Storefront visits during the specified time period.

Retailer Referred Shoppers: 

  • The total number of customers that reached a user's storefront by searching through the Salesfloor Connect Widget during the specified time period.

Contacts Added:

  • The total number of contacts added during the specified time period, excluding corporate CRM imported contacts.

Content Updates:

  • The total combined number of edits made to content on storefronts (bios, specialties, product changes, and product comments) during the specified time period.

Product Updates:

  • The total number of products selection edits made on a user's Storefront during the specified time period.

Event Updates:

  • The total number created events or number of edits made to existing events on storefronts during the specified time period.

Email Sent:

  • The total number of unique customers that received a shared update, or message from the associates during the specified time period. 

Open Rate:

  • The percentage of emails opened divided by the total number of emails sent during the specified time period.

Click Rate: 

  • The percentage of opened emails in which the shopper clicked through to the user's Storefront, product page, or the retailer's website during the specified time-period.

Social Posts:

  • The combined number of updates made to social media accounts during the specified time period.

Clicks: 

  • The total clicks from social media updates during the specified time period.

Average Order Value:

  • The total online sales divided by total transaction count during the specified time period. 

Number of Transactions: 

  • The total number of transactions that were tracked by Salesfloor during the specified time period.

Number of Recommendations:

  • The total number of products recommended through user Storefronts, Live Chat, Customer Requests, emails, and Share Updates during the specified time period.

Recommendations CTR:

  • The percentage of Storefront visits in which the shopper clicked a products in the Trending Recommendations category during the specified time period.

Top Picks CTR:

  • The percentage of Storefront visits in which the shopper clicked a product selection in the Top Picks category during the specified time period.

New Arrivals CTR:

  • The percentage of Storefront visits in which the shopper clicked a product selection in the New Arrivals category during the specified time period.

Selected Top Picks:

  • The percentage of available Top Picks product selections which are manually selected during the specified time period.

Selected New Arrivals:

  • The percentage of available New Arrivals product selections which are manually selected during the specified time period.

Automated Tasks Created:

  • The total number of automated tasks created during the specified time period.

Automated Tasks Resolved:

  • The total number of automated tasks resolved during the specified time period.

Automated Tasks Dismissed: 

  • The total number of automated tasks dismissed during the specified time period.

Manual Tasks Created:

  • The total number of manual tasks dismissed during the specified time period.

Manual Tasks Resolved:

  • The total number of manual tasks dismissed during the specified time period.

Manual Tasks Dismissed:

  • The total number of manual tasks dismissed during the specified time period.

 

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request

Comments

0 comments

Please sign in to leave a comment.