Orders per customer is an insightful key performance indicator (KPI) that is critical to analyzing customer retention and loyalty within an ecommerce business.
It measures the average number of orders placed by each customer during their lifecycle with the company. A robust orders per customer metric often indicates healthy customer retention and repeat satisfaction with the products or services offered. By monitoring this metric, ecommerce businesses can gauge long-term customer relationships and predict future revenue stability.
Key Takeaways
- Definition: Orders per Customer (OPC) measures the average number of orders placed by each customer during their lifecycle with the company, providing insight into customer loyalty and retention.
- Calculation: OPC is calculated by dividing the total number of paid orders by the number of active customers.
- Strategic Importance: This metric plays a critical role in understanding customer retention, forecasting revenue, improving marketing efficiency, and assessing product or service quality.
- Optimization Strategies: Improving product quality, enhancing customer service, implementing loyalty programs, personalizing marketing communications, tracking post-purchase, and offering subscription services can increase OPC.
- Limitations: OPC may not accurately reflect customer lifetime value or profit margins, may overlook customer segmentation, doesn’t account for customer acquisition costs, is susceptible to seasonality and market changes, and can be skewed by outliers.
- Complementary metrics: OPC should be evaluated in conjunction with metrics such as customer lifetime value (CLV), customer retention rate, average order value (AOV), and repeat purchase rate for a complete understanding of business health.
Why does Orders per Customer matter for your business?
The significance of tracking Orders per Customer lies in its direct correlation with several vital aspects of an ecommerce operation:
- Customer Retention: Frequent orders suggest that customers are satisfied and loyal, which can be more cost-effective than acquiring new ones.
- Revenue Predictability: A steady rate of orders from repeat customers allows for more accurate revenue forecasting.
- Marketing Efficiency: Identifying patterns in how often customers reorder can help tailor marketing campaigns to encourage repeat purchases.
- Product and Service Quality: Consistent reordering is an indicator that the products or services are meeting or exceeding customer expectations.
- Customer Lifetime Value: Increases in the Orders per Customer KPI can lead to a higher Customer Lifetime Value (CLV), which is vital for long-term business growth.
How to calculate Orders per Customer (OPC)?
Explanation of the parts of the formula:
- Total Paid Orders refers to the complete number of orders that customers have fully paid for during their lifecycle. It’s a cumulative figure that reflects the total transactions where an exchange of goods or services has been made for money.
- Active Customers is the count of unique customers who have made at least one purchase within a specific timeframe. These are customers considered to be engaged with the brand or company.
- The division of Total Paid Orders by Active Customers gives us the Orders per Customer, which is an average figure indicating how many orders, on average, each active customer makes.
This metric, Orders per Customer, is an indicator of customer engagement and loyalty, as it shows how frequently customers are returning to make purchases.
Example Scenario
Imagine that over the course of a year:
- Your ecommerce store has processed a total of 2,400 paid orders.
- You have a customer base of 800 unique active customers who have made a purchase within the year.
Insert the numbers from the example scenario into the above formula:
- Orders per Customer = Total Paid Orders / Active Customers
- Orders per Customer = 2,400 / 800
- Orders per Customer = 3.
This calculation means that, on average, each active customer has placed 3 orders with your ecommerce store over the year.
Tips and recommendations for increasing Orders per Customer
Increasing the Orders per Customer involves strategies aimed at boosting customer satisfaction and loyalty, such as:
Enhance product quality and variety
Improving the quality of your products is critical to increasing the number of orders per customer. When customers are satisfied with the quality of the products they purchase, they are more likely to make repeat purchases. In addition, offering a variety of products can satisfy a wider range of customer needs and enhance their shopping experience. By continually adding new items or variations of existing products, you can keep your product line fresh and interesting, which can encourage more frequent purchases from existing customers.
Improve customer service
Exceptional customer service can significantly influence a customer’s decision to place repeat orders. By providing clear and easy return policies and proactive customer support, you address customer concerns and build trust. In addition, providing quick and helpful responses to inquiries or complaints can improve customer satisfaction. A satisfied customer is more likely to be a loyal customer, which can lead to an increase in the frequency and volume of their orders.
Loyalty and reward programs
Implementing loyalty and rewards programs is a powerful tool for increasing orders per customer. Such programs reward customers for their repeat business, making them feel valued and appreciated. Exclusive offers or member discounts can encourage customers to buy more often, while a points system can encourage larger orders or more frequent purchases. It’s important to make these programs simple and appealing to customers so that the rewards feel attainable and worthwhile.
Personalized marketing communications
Personalizing your marketing communications can have a significant impact on increasing orders per customer. By using customer data, you can tailor marketing campaigns that speak directly to individual customers. For example, email campaigns can suggest products based on a customer’s previous purchases or browsing history. This personalized approach makes customers feel understood and valued, which can lead to more purchases.
Post-purchase follow-up
Following up with customers after they’ve made a purchase is another effective strategy for increasing orders per customer. This can include sending a thank-you email, asking for feedback, or providing tips on how to use the product they purchased. These follow-up actions show your customers that you value their business and care about their experience with your products. This level of engagement helps build a relationship with the customer, which can lead to increased loyalty and repeat business.
Subscription services
Offering subscription services is another effective way to increase the number of orders per customer. Subscriptions create a regular buying pattern by delivering products or services at agreed-upon intervals. This model is particularly effective for consumable products or services that customers use on a regular basis. By providing convenience and ensuring that customers never run out of their favorite products, you encourage them to maintain a consistent ordering pattern, thereby increasing their total number of orders.
Examples of use
Product Quality Feedback Loop
- Scenario: An ecommerce company notices a decline in the Orders per Customer metric.
- Use Case Application: The business implements a post-purchase survey to collect feedback on product quality. The insights gained lead to product improvements and, eventually, an increase in repeat orders as customer satisfaction grows.
Personalized Email Campaigns
- Scenario: Data analysis reveals that customers often repurchase certain items after a specific period.
- Use Case Application: The ecommerce brand creates personalized email reminders that prompt customers to restock or repurchase at the optimal time, increasing the frequency of orders.
Exclusive Member Discounts
- Scenario: A company identifies a segment of customers who have only made a single purchase.
- Use Case Application: The brand targets these customers with an exclusive, members-only discount, incentivizing them to make a second purchase, thus potentially initiating a pattern of multiple orders.
Loyalty Program Implementation
- Scenario: An analysis shows that first-time customers are not returning for a second purchase.
- Use Case Application: Implementing a loyalty program, the business offers points for each purchase, redeemable for discounts or free products, encouraging customers to place more orders.
Subscription Model Adoption
- Scenario: Customers regularly purchase the same consumable products.
- Use Case Application: By offering a subscription model, the ecommerce store ensures a set frequency of orders, thus securing a higher Orders per Customer ratio.
Orders per Customer SMART goal example
Specific – Increase the Orders per Customer (OPC) metric from an average of 2 orders to 4 orders per active customer.
Measurable – Track the average number of orders per active customer on a monthly basis and compare current numbers to the baseline to measure progress.
Achievable – Yes, by implementing targeted marketing strategies such as personalized email campaigns, loyalty programs, and special promotions to encourage repeat purchases.
Relevant – Yes. Increasing OPC is critical to revenue growth and customer retention, which aligns with the company’s overall goal of increasing customer lifetime value and profitability.
Timed – Within the next fiscal year.
Limitations of using Orders per Customer
While Orders per Customer (OPC) is a valuable metric for assessing customer engagement and retention in an e-commerce environment, it has limitations that must be considered in the analysis:
- Does Not Account for Customer Lifetime Value: OPC focuses on the number of orders but does not take into account the total revenue generated by a customer over time. A customer may place many small orders, or few large ones, which affects their overall value to the business differently.
- May Overlook Profit Margins: A higher OPC is generally positive, but it doesn’t necessarily indicate that these orders are profitable. Without considering the margins of the orders, it can be misleading when evaluating business success.
- Limited Insight on Customer Segmentation: OPC does not distinguish between different customer segments. Frequent small orders by one segment might mask the behavior of another, more profitable segment.
- Doesn’t Reflect Customer Acquisition Costs: If acquiring customers who make multiple orders is expensive, a high OPC might not be sustainable or profitable in the long term.
- Susceptible to Seasonality and Market Changes: OPC can fluctuate due to seasonal buying patterns or external market forces, which may not reflect the underlying customer behavior accurately.
- Potential for Misinterpretation: Similar to AOV, OPC could be influenced by outliers, such as a few customers who order very frequently, which can give a skewed view of the overall customer base.
- Ignorance of Product Mix: Customers may order frequently, but if they only purchase low-margin items, the high OPC may not contribute significantly to the bottom line.
- Not a Standalone Metric: OPC should be analyzed in conjunction with other metrics like customer satisfaction, repeat purchase rate, and customer lifetime value for a full picture of business health.
In summary, while OPC provides insight into customer order frequency, it is not a definitive measure of business performance and should be evaluated in the context of a broader set of e-commerce analytics to make informed decisions.
KPIs and metrics relevant to Orders per Customer
- Customer Lifetime Value (CLV): Assesses the total revenue a business can reasonably expect from a single customer account.
- Customer Acquisition Cost (CAC): The cost associated with convincing a customer to buy a product/service, crucial for understanding the value of Orders per Customer.
- Customer Retention Rate: Measures the percentage of customers who remain engaged with the brand over time.
- Average Order Value (AOV): Reflects the average amount spent each time a customer places an order and can influence the strategy for increasing Orders per Customer.
- Repeat Purchase Rate: The percentage of customers that have made more than one purchase, directly impacting the Orders per Customer metric.
Final thoughts
Maintaining and improving the orders per customer metric is critical to the success of an e-commerce business. Strategies to increase this metric should be holistic, encompassing product quality, customer service, and marketing efforts. When executed effectively, these strategies not only increase orders per customer, but also contribute to the overall health and growth of the business.
Orders per Customer (OPC) FAQ
What does Orders per Customer measure?
Orders per Customer quantifies the average number of orders placed by each customer over a certain period of time, reflecting on customer loyalty and purchase frequency.
Why is Orders per Customer important for my ecommerce business?
This metric helps you understand customer retention and loyalty, which are critical for sustainable growth. It can also inform strategies for increasing repeat purchases.
How can I improve Orders per Customer?
Consider implementing loyalty programs, offering personalized follow-ups, enhancing product quality, and making customer service more responsive to encourage repeat business.
What other metrics are important alongside Orders per Customer?
Look at Customer Lifetime Value (CLV), Customer Retention Rate, Average Order Value (AOV), and Repeat Purchase Rate to get a comprehensive view of your customers’ buying habits.
Does a high Orders per Customer mean my ecommerce is successful?
While a high Orders per Customer is favorable, it’s best to analyze it alongside acquisition costs, overall revenue, and profit margins to evaluate true business success.