The "Customer Overview" in Shoplytics can help you learn more about the performance from the aspects of customers, shoppers, and members. You can fully grasp the source of customers and consumption patterns to optimize customer management.
*Notes: The data in this section is updated daily.
In this article, you'll find:
- Customer Base Growth
- Customer Age & Gender
- 1st Order Channel
- Customer & Members Source
- Member Tier Growth
- Member Tier Summary
- Export reports
1. Customer Base Growth
In the SHOPLINE Admin, go to [Report & Analytics] > Shoplytics > Customers > Customer Overview.
The analysis chart in this section shows the number and proportion of four types of customers - customers, shoppers, shopper members, and non-shopper members in terms of accumulated and growth data by month.
You can also click on the "Since Opening" drop-down menu at the top right of the graph to adjust the time interval of the data to be compared. The current data time interval is in years.
| Metric | Description |
| Customers | The number of unique customers who interacted with the store e.g. completed orders, registered as a member, sent messages to the store, etc. |
|
Shoppers |
The unique shopper count that has created orders. |
| Shopper Members | The unique member count that has created orders. |
| Non-Shopper Members | The number of members who registered and yet made any purchase |
*Notes:
- Deleted customers, shoppers, or members are excluded from this analysis.
- The number of customers, shoppers excludes customers in the retail store without signing up/ signing in.
- In the "Customer Base Growth" section, deleting a customer will delete the customer from the time the customer profile was created.
2. Customer Age & Gender
In this section, you can check the statistics of your store's current customers who have filled in the system's preset age and gender fields so that you can understand the store's customer profile.
*Note: If you change the birthday format to MM/DD in [Settings] > [Customer Settings] > [Birthday format], the system will not be able to capture the age of new customers since they cannot enter their birth year. The "Customer Age" chart will only show the age information of the existing customers who have entered birth year (either YYYY/MM/DD or YYYY/MM) before you change the birth format. For more information about the birth format, please refer to this article.
If you have not yet set up to collect customers' information, please go to the store Admin > [Settings] > [Customer Settings] > Present Fields to enable the feature. Please refer to this article: Collect Customer Information for the setup details.
3. 1st Order Channel
The chart in this section lets you understand the channel distribution for customers to place orders for the first time. "Others" is the data from OpenAPI and imported data.
*Note: This data includes the order the customer created for the first time but cancelled later.
4. Customers & Members Source
You can understand the source distribution of the customers and members. The "Online" source includes orders and registrations from the Message Center. The "Others" source includes OpenAPi and imported data. Click on the drop-down menu at the top right to select to view the statistics of customers or members.
5. Member Tier Growth
This section shows the growth trend of your customized membership tiers. You can also click on the "Since Opening" drop-down menu at the top right of the graph to adjust the time interval of the data to be compared. The current data time interval is in years.
*Note: The start date of this metric is 1 January 2017. If there are earlier membership records, all data prior to this date are recorded as of 1 January 2017.
- Accumulated
When you select "Accumulated" for the metric, the growth of membership tiers will be displayed in a line chart. Hovering the cursor over the chart will display a tooltip showing the latest increase/decrease in the number and proportion of the membership tier for the selected month.
- Monthly Changes
When you select "Monthly Changes" for the metric, the membership tiers will be displayed in a bar chart. Hovering the cursor over the chart will display a tooltip showing the latest increase/decrease in the number of the member tier for the selected month.
**Metric description
| Metric | Description |
| Increases | Total number of members that have changed from another member tier to the selected member tier for the month |
| Decreases |
Total number of members that have changed from the selected member tier to another member tier tier for the month |
| Total changes | Total changes = Increases - Decreases |
6. Member Tier Summary
To find the most valuable membership tier, you can use this summary to compare the membership tier count, Average Order Value, Total Spend, Total Number of Purchases, Avg. Number of Purchases, Time Between Orders and Total Credit.
*Note: The "Time Between Orders" metric only tracks the order data from the past two years.
7. Export reports
Click Export at the top right of this section page and select to export all reports or reports of specific indicators.
After clicking Export, please wait and receive the reports from your email.
8. Notes
- The data in Customer Overview excludes all deleted customers; this applies to orders from all sources, such as OpenAPI and imported orders.
- The data in Customer Overview also excludes all cancelled orders. For example, a shopper who registered as a member has only one order. If the order is cancelled, the customer will be changed from "shopper member" to "non-shopper member".
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