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Glossary

E-Commerce Customer satisfaction Glossar

Customer satisfaction makes or breaks success in e-commerce. In this category, you'll find key terms, KPIs, strategies and tips to improve your customers' satisfaction and build lasting loyalty.

Customer satisfaction

Customer Satisfaction Score

The Customer Satisfaction Score (CSAT) measures customer satisfaction after a purchase or service contact. It helps you improve the customer experience in a targeted way and build loyalty in online retail.

Customer satisfaction

Fallback rate

The fallback rate shows how often a chatbot or AI agent can't resolve a request and gives up or escalates. Values below 10 percent are considered very good in DACH customer service.

Customer satisfaction

Customer Retention Rate

Less churn, more repeat purchases: the Customer Retention Rate is a key indicator of long-term success in online retail.

Customer satisfaction

First Contact Resolution

In e-commerce, the more often problems are solved on first contact, the happier your customers and the more efficient your support team. First Contact Resolution (FCR) measures exactly that.

Customer satisfaction

Loyalty programs in e-commerce

An effective loyalty program offers attractive incentives and cross-channel integration for more repeat purchases. It motivates customers to shop more often and provides valuable data for targeted marketing in e-commerce.

Customer satisfaction

Customer Lifetime Value

Customer Lifetime Value (CLV) shows how much a customer is worth to your store in the long term – and how targeted measures help you get more out of every customer.

Popular authors

Jakob Hubloher

Jakob Hubloher

Jakob combines market knowledge, customer feedback and strategic advice.

Leon Stelzer

Leon Stelzer

Leon knows the real challenges of e-commerce companies.

Felix Stelzer

Felix Stelzer

Felix knows the AI market and automation inside out.

Maximilian Borkowsky

Maximilian Borkowsky

Maxi knows customer service automation inside out.