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Merchants can easily monitor their customer's behavior using the Customer Experience dashboard. Through ratings, feedback, and return habits, you can fine tune your inventory and how you interact with your customers in a way that is a benefit to them as well as your business.
See "Utilizing the Analytics Dashboards" for more on navigating, filtering, and exporting data.
In this article, we'll go over the parts that make up the Customer Dashboards, which in this case is Experience.
Customers - Experience Dashboard
The only Customers dashboard currently is the Experience Dashboard. Here, you can analyze your customer behavior and sentiment to improve your business operations.
Under Revenue, you'll see these metrics:
- Average CSAT - The average customer satisfaction score with the return or exchange experience. The total number of surveys is also displayed here. CSAT is explained more in depth in these articles - Enabling and Leveraging CSAT Scores in Returnly, and Returns CSAT Best Practices.
- Customer Ratings - Distribution of CSAT scores (scores and number of surveys)
Under Customer Feedback, you'll see returns that have a CSAT score associated with them, along with any customer messages and feedback left.
Next, under Customer Behavior, you'll see the following metrics; all values are averaged YTD (Year To Date):
- Total Customers - Total number of unique customers
- Average Order Value - Average order value per customer
- Average Return Value - Average return value per customer
- Return Rate - First Time Customer - The rate at which first time customers return, calculated by the number of orders with at least 1 return in it by the total number of orders from shoppers who have only shopped with you one time.
- Return Rate - Calculated by the number of orders with at least 1 return in it by the total number of orders
- Average Order Volume - Average order per customer
- Average Order Volume - Average number of returns per customer
- Repeat Customer Return Rate - How frequently repeat customers return
- Orders Returned Completely - Percentage of orders where all items were returned.
- Merchant Initiated Returns - Rate at which returns were created by your own team.
- Average Days from Order to Return - Average number of days between the order creation to return.
Finally, you'll see a chart that shows your customer return behavior, by shopper ID.
