Unified commerce transforms customer experiences and streamlines operations, but how do you measure its success? Dive into the five key metrics that track sales, customer satisfaction, cost savings and more to ensure your strategy delivers results.
Unified commerce is the holy grail of seamless shopping experiences. It’s the strategy that connects every customer touchpoint — whether online or in-store — into a single, cohesive journey. Done right, it can boost customer satisfaction, improve sales performance and cut operational costs. But how do you measure its impact?
This is where data-driven decision-making comes into play. From operational efficiency to customer metrics, tracking the right KPIs is the secret to understanding success. Below, we examine five key categories you should focus on when implementing a unified commerce platform, ensuring your strategy delivers measurable results.
What is a unified commerce strategy?
Unified commerce goes beyond traditional omnichannel approaches by centralizing all customer interactions into one system. Rather than juggling siloed platforms for eCommerce, inventory and point of sales (POS), a unified commerce strategy ensures real-time data flows seamlessly across every channel.
Achieving this level of integration often means embracing composable commerce. A composable approach allows businesses to pick and choose the best-fit solutions for their needs, combining them into a custom system that’s both flexible and scalable.
The result? Greater efficiency, a better customer experience and measurable business benefits. Now, let’s explore the metrics that prove the value of unified commerce.
1. Sales KPIs: Measuring the heart of your revenue
Sales performance metrics are the backbone of evaluating unified commerce success. They give you insight into how well your platform is driving revenue and highlight areas for improvement.
Key sales KPIs and metrics to track:
Average basket size: Unified commerce can help you analyze buying patterns across channels, enabling smarter cross-sell and upsell strategies. Wondering how to increase the average basket size? Try personalized recommendations based on purchase history.
Cart abandonment rate: Centralized data across channels makes it easier to identify trends in abandonment, whether due to pricing, checkout design or technical issues, helping you refine the customer experience and recover lost online sales.
Repeat purchase rate: Tracking how often customers return can show how effectively your platform supports loyalty programs.
Stat spotlight: Research shows that personalized shopping experiences can increase basket size by up to 10% and drive repeat purchases by 15%.
2. Customer metrics: The voice of the shopper
A unified commerce platform isn’t just about selling — it’s about building relationships. Tracking customer engagement metrics ensures you’re meeting (or exceeding) their expectations.
Key customer metrics include:
Customer satisfaction score (CSAT): Collect real-time feedback from surveys or post-purchase follow-ups to gauge satisfaction levels.
Net promoter score (NPS): This measures the likelihood of customers recommending your brand — a crucial indicator of loyalty.
Retention rate: A centralized system makes it easier to identify at-risk customers and deploy win-back campaigns.
Customer complaints: Reduce complaints by streamlining operations like returns or after-sales service.
Actionable insight: According to a survey, a 1% improvement in customer satisfaction typically leads to a 2.5% increase in revenue, making these metrics vital for long-term growth.
3. Operational efficiency metrics: Running a smoother business
Behind every flawless customer experience is efficient operations. Unified commerce shines here, eliminating silos and improving coordination across departments.
Track these operational efficiency metrics:
Inventory accuracy: A single source of truth for inventory minimizes stock discrepancies, reduces errors and improves fulfillment times.
Transaction time: Faster checkouts, both in-store and online, can significantly enhance customer satisfaction.
Training time: A unified system simplifies onboarding, reducing the time it takes for staff to become operationally proficient.
Example: Retailers using unified inventory systems see up to a 30% reduction in fulfillment errors, cutting costs while improving customer satisfaction.
4. Cost-saving metrics: Streamlining for the bottom line
One of the most immediate benefits of unified commerce is cost reduction. By consolidating platforms and streamlining operations, businesses can achieve significant savings.
Focus on these metrics:
System maintenance costs: Centralizing platforms reduces the need for multiple licenses and troubleshooting expenses.
Staff efficiency: Fewer systems mean fewer manual processes, allowing employees to focus on higher-value tasks.
Return costs: With accurate inventory and clear communication, you can minimize costly returns.
Data insight: Unified commerce can reduce total operational costs by up to 30%, freeing up resources for growth initiatives.
5. Growth metrics: Expanding your reach
Unified commerce is designed to scale with your business. Growth-oriented KPIs help you track how effectively you’re increasing your customer base and revenue.
Essential growth metrics include:
Customer base growth: Unified commerce makes it easier to segment and target new audiences with personalized offers.
Market share: Tracking your share of sales within your industry shows whether your platform is helping you outpace competitors.
Sales per channel: Compare performance across channels to identify which touchpoints are driving the most growth.
Pro tip: Use data from your unified platform to optimize marketing campaigns, ensuring they resonate with the right audience at the right time.
How unified commerce transforms performance
Tracking these metrics isn’t just about numbers; it’s about uncovering actionable insights. A unified commerce strategy provides the tools you need to make smarter decisions, improve customer satisfaction and drive sustained growth.
Here’s a quick recap of the benefits:
Where to start
Implementing a unified commerce platform might feel like a daunting task, but the payoff is worth it. Start by evaluating your current systems and identifying areas for improvement. Then, explore composable commerce solutions that let you build a platform tailored to your needs. For more on how unified commerce can help increase business performance and recover lost online sales, check out our guide to composable commerce.
With the right strategy and a focus on these key metrics, you’ll not only track success — you’ll define it.
Ankita is a product marketing professional at commercetools and is passionate about developing value-based product messaging to communicate the vision and value of their products to the market. She has lived and worked in five different countries and navigated roles in the consulting and financial services industry before transiting into eCommerce post MBA.