15 Customer Experience KPIs Every Ecommerce Brand Should Track

TL;DR Brands tracking ~15 CX KPIs across discovery, checkout, delivery, and returns outperform single-metric competitors because each stage exposes distinct revenue leaks. A 5% retention lift raises profitability by 25–95% (Bain & Company), making Repeat Purchase Rate the highest-leverage CX output most brands fail to track. Customer Effort Score predicts loyalty better than CSAT or NPS, per Harvard Business Review, with DTC return flows requiring a 5.5+/7 target.