> ## Documentation Index
> Fetch the complete documentation index at: https://docs.germainux.com/llms.txt
> Use this file to discover all available pages before exploring further.

# KPIs for Shopify Monitoring

> GermainUX provides preconfigured KPIs for analyzing Shopify customer experience, product discovery, cart, checkout, conversion, and technical failures.

Components
[`Engine`](https://docs.germainux.com/main/germain-ux-engine)
[`Mobile App`](https://docs.germainux.com/main/germain-ux-mobile-app)
[`RPA Bot Recorder`](https://docs.germainux.com/main/germain-ux-rpa-bot-recorder)
[`RUM JS`](https://docs.germainux.com/main/germain-ux-rum-js)

Availability
2024.1 or later

> [card] [KPIs for Shopify Monitoring](#overview)
>
> Commerce funnel and feedback

> [card] [Real-user experience KPIs](#real-user-experience-kpis)
>
> Browser experience measures

> [card] [Shopify commerce-event KPIs](#shopify-commerce-event-kpis)
>
> Cart and checkout events

> [card] [Conversion KPIs](#conversion-kpis)
>
> Define formulas before comparing

## Overview

GermainUX provides preconfigured KPIs for analyzing Shopify customer experience, product discovery, cart behavior, checkout, conversion, feedback, application performance, and technical failures.

You can also create custom KPIs for store-specific events, journeys, and business objectives.

### KPI data sources

The available KPIs depend on the deployed monitoring components.

| Data source | KPI coverage |
| - | - |
| RUM JS | Real-user sessions, pages, clicks, performance, errors, requests, Session Replay, and custom events |
| GermainUX Shopify App and Shopify Web Pixel | Product, collection, cart, checkout, and supported purchase events |
| Engine and Shopify APIs | Products, collections, orders, integrations, API health, and backend activity |
| Feedback popup | Customer feedback, CSAT, comments, and related session context |
| RPA synthetic monitoring | Availability, scenario duration, step duration, and scenario failures |
| Business-process monitoring | Funnel completion, abandonment, duration, and step-level analysis |

Browser events describe the observed customer journey. Shopify order and API data should remain the authoritative source for financial reconciliation.

## Real-user experience KPIs

### Customer sessions

| KPI | Description |
| - | - |
| User Session | One continuous customer interaction with the Shopify store |
| Sessions | Total number of sessions during the selected period |
| Unique Users | Number of distinct monitored customers or visitors |
| Session Duration | Elapsed time between the beginning and end of a session |
| Pages per Session | Average number of pages or logical views per session |
| Engaged Session | Session that meets the configured engagement criteria |
| Bounced Session | Session that ends without meeting the configured engagement criteria |
| Authenticated Session | Session associated with a known Shopify customer |
| Guest Session | Session associated with an unauthenticated visitor |
| Converted Session | Session associated with a completed conversion |
| Abandoned Session | Session that starts a defined journey but does not complete it |

Configure guest-to-authenticated correlation so login does not unnecessarily split one customer journey into two sessions.

### Page and navigation performance

| KPI | Description |
| - | - |
| Page View | Customer viewed a monitored storefront or checkout page |
| Page Load | Time required for a complete page load |
| Page Response Time | Customer-perceived duration associated with a page |
| Slow Page | Page whose duration exceeds its configured threshold |
| Navigation Time | Time from customer navigation to the resulting view becoming usable |
| Resource Load | Loading time for scripts, stylesheets, images, fonts, and other resources |
| Core Web Vitals | Supported browser-experience measurements, including LCP, INP, and CLS |
| Page Error Rate | Percentage of monitored page views associated with an error |

Analyze these KPIs by page type, theme, browser, device, geography, campaign, and release.

### Customer interactions

| KPI | Description |
| - | - |
| User Click | Interaction with a monitored button, link, menu, or control |
| Click Duration | Duration of browser and network activity associated with a click |
| Slow Click | Click whose resulting activity exceeds the configured threshold |
| Rage Click | Repeated clicks in the same area within a short interval |
| Dead Click | Click that produces no expected response or state change |
| Form Submission | Attempt to submit a monitored form |
| Form Abandonment | Form interaction that starts but is not completed |
| Scroll Depth | Percentage of page content reached by the customer |

## Shopify commerce-event KPIs

### Product and collection activity

| KPI | Description | Primary source |
| - | - | - |
| Shopify Collection | Collection and product-count information collected from Shopify APIs | Engine |
| Shopify Collection Viewing | Customer viewed a collection page | Shopify event |
| Shopify Product | Product information collected from Shopify APIs | Engine |
| Shopify Product Viewing | Customer viewed a product-detail page | Shopify event |
| Shopify Product Cart Addition | Customer added a product to the cart | Shopify event |
| Shopify Product Cart Removal | Customer removed a product from the cart | Shopify event |
| Shopify Notify as Not in Stock | Customer requested notification for an unavailable product | RUM/custom event |
| Shopify Event | Store-specific activity such as filtering, pagination, menu selection, or product interaction | RUM/custom event |

The previous descriptions of **Shopify Product Viewing** and **Shopify Product Conversion** appear to have been reversed. Product viewing should represent a product-detail view; product conversion should represent the configured conversion outcome for that product.

### Cart and checkout activity

| KPI | Description |
| - | - |
| Shopify Cart View | Customer viewed the cart |
| Shopify Cart Abandonment | Customer reached the configured cart stage but did not complete the defined conversion within the allowed period |
| Shopify Checkout Started | Customer began checkout |
| Shopify Checkout Contact Submitted | Customer submitted checkout contact information |
| Shopify Checkout Address Submitted | Customer submitted address information |
| Shopify Checkout Shipping Submitted | Customer selected or submitted shipping information |
| Shopify Checkout Payment Submitted | Customer submitted payment information |
| Shopify Checkout Completed | Shopify emitted a successful checkout-completion event |
| Shopify Order | Order collected through the configured Shopify API |
| Shopify Checkout Alert | Validation, warning, or error message displayed during checkout |

Do not classify every checkout alert as an application error. An alert can represent expected user validation, a payment decline, a business rule, or a software failure.

## Conversion KPIs

Define conversion formulas consistently before comparing dashboards or periods. Unless otherwise noted, the following formulas use distinct sessions.

### % Overall conversion rate

Percentage of all monitored sessions that completed the configured conversion:

![KPIs for Shopify Monitoring: % Overall conversion rate](https://mintcdn.com/germain-ux/S6CZjLTFu68xyZFG/images/main/kpis-for-shopify-monitoring/image-20260828-223933.png?fit=max\&auto=format\&n=S6CZjLTFu68xyZFG\&q=85\&s=ad0b656d07253dce2a9e5580ea68df70)

### Add-to-cart rate

Percentage of eligible sessions containing at least one add-to-cart event:

![KPIs for Shopify Monitoring: Add-to-cart rate](https://mintcdn.com/germain-ux/S6CZjLTFu68xyZFG/images/main/kpis-for-shopify-monitoring/image-20260828-223955.png?fit=max\&auto=format\&n=S6CZjLTFu68xyZFG\&q=85\&s=e565bdf7128c7bb525a5a899a1b43975)

### Product-page-to-cart rate

Percentage of product-detail-page sessions that subsequently add a product to the cart:

![KPIs for Shopify Monitoring: Product-page-to-cart rate](https://mintcdn.com/germain-ux/S6CZjLTFu68xyZFG/images/main/kpis-for-shopify-monitoring/image-20260828-224011.png?fit=max\&auto=format\&n=S6CZjLTFu68xyZFG\&q=85\&s=b6a2330968f9a25fc8241e3b9f4c766f)

For product-level analysis, decide whether the added product must match the viewed product.

### Collection-to-product success rate

Percentage of collection-page sessions that subsequently reach a product-detail page:

![KPIs for Shopify Monitoring: Collection-to-product success rate](https://mintcdn.com/germain-ux/S6CZjLTFu68xyZFG/images/main/kpis-for-shopify-monitoring/image-20260828-224027.png?fit=max\&auto=format\&n=S6CZjLTFu68xyZFG\&q=85\&s=a8d9db51d3cffa216ec8a4b74b389ff4)

The previous formula based on collection events that **did not** reach a product page represented a drop-off rate, not a success rate.

### Collection-to-product drop-off rate

![KPIs for Shopify Monitoring: Collection-to-product drop-off rate](https://mintcdn.com/germain-ux/S6CZjLTFu68xyZFG/images/main/kpis-for-shopify-monitoring/image-20260828-224043.png?fit=max\&auto=format\&n=S6CZjLTFu68xyZFG\&q=85\&s=7d76cde5a78ae20b2a9f2b6edd9ac352)

### Search-to-product success rate

Percentage of search sessions that subsequently reach a product-detail page:

![KPIs for Shopify Monitoring: Search-to-product success rate](https://mintcdn.com/germain-ux/S6CZjLTFu68xyZFG/images/main/kpis-for-shopify-monitoring/image-20260828-224106.png?fit=max\&auto=format\&n=S6CZjLTFu68xyZFG\&q=85\&s=e0ba6d0f8e793ae9ff5fe7d053f67511)

The previous formula using searches that did **not** reach a product page represented search drop-off, not search success.

### Search-to-product drop-off rate

![KPIs for Shopify Monitoring: Search-to-product drop-off rate](https://mintcdn.com/germain-ux/S6CZjLTFu68xyZFG/images/main/kpis-for-shopify-monitoring/image-20260828-224216.png?fit=max\&auto=format\&n=S6CZjLTFu68xyZFG\&q=85\&s=2fdc49ac94938247a1c2b9b2d4e72799)

### Cart-view-to-checkout rate

Percentage of sessions with a cart view that subsequently start checkout:

![KPIs for Shopify Monitoring: Cart-view-to-checkout rate](https://mintcdn.com/germain-ux/S6CZjLTFu68xyZFG/images/main/kpis-for-shopify-monitoring/image-20260828-224121.png?fit=max\&auto=format\&n=S6CZjLTFu68xyZFG\&q=85\&s=455106ef07326573680ff1acd2bf4bf7)

For a strictly ordered funnel, include only checkout starts occurring after the cart view.

### Checkout contact success rate

![KPIs for Shopify Monitoring: Checkout contact success rate](https://mintcdn.com/germain-ux/S6CZjLTFu68xyZFG/images/main/kpis-for-shopify-monitoring/image-20260828-224239.png?fit=max\&auto=format\&n=S6CZjLTFu68xyZFG\&q=85\&s=b9088ffde0b4b0edc5cf0f3432bea5e5)

### Checkout address success rate

![KPIs for Shopify Monitoring: Checkout address success rate](https://mintcdn.com/germain-ux/S6CZjLTFu68xyZFG/images/main/kpis-for-shopify-monitoring/image-20260828-224308.png?fit=max\&auto=format\&n=S6CZjLTFu68xyZFG\&q=85\&s=b17e1ae3c6f71e1af2fc8e494e65c147)

Using shipping-information submissions as the numerator measures shipping-step progression, not address submission.

### Checkout shipping success rate

![KPIs for Shopify Monitoring: Checkout shipping success rate](https://mintcdn.com/germain-ux/S6CZjLTFu68xyZFG/images/main/kpis-for-shopify-monitoring/image-20260828-224255.png?fit=max\&auto=format\&n=S6CZjLTFu68xyZFG\&q=85\&s=4d1cd1bb74b47dd2695d0cc445e89ed9)

### Checkout payment-submission rate

![KPIs for Shopify Monitoring: Checkout payment-submission rate](https://mintcdn.com/germain-ux/S6CZjLTFu68xyZFG/images/main/kpis-for-shopify-monitoring/image-20260828-224330.png?fit=max\&auto=format\&n=S6CZjLTFu68xyZFG\&q=85\&s=516b167718d173d4896214f3153ce8be)

### Checkout completion rate

Percentage of checkout-started sessions that complete the purchase:

![KPIs for Shopify Monitoring: Checkout completion rate](https://mintcdn.com/germain-ux/S6CZjLTFu68xyZFG/images/main/kpis-for-shopify-monitoring/image-20260828-224410.png?fit=max\&auto=format\&n=S6CZjLTFu68xyZFG\&q=85\&s=d998cca3870c8d3301f69cf15fcf8dfa)

### Checkout abandonment rate

![KPIs for Shopify Monitoring: Checkout abandonment rate](https://mintcdn.com/germain-ux/S6CZjLTFu68xyZFG/images/main/kpis-for-shopify-monitoring/image-20260828-224427.png?fit=max\&auto=format\&n=S6CZjLTFu68xyZFG\&q=85\&s=d06f27b22109964e5f86a10865ea45de)

When the same eligibility rules and observation window are used:

![KPIs for Shopify Monitoring: Checkout abandonment rate, image 2](https://mintcdn.com/germain-ux/S6CZjLTFu68xyZFG/images/main/kpis-for-shopify-monitoring/image-20260828-224439.png?fit=max\&auto=format\&n=S6CZjLTFu68xyZFG\&q=85\&s=cdbfccbc62b0b542d06c980d6e40068f)

### Cart abandonment rate

Define this KPI according to the store’s preferred funnel entry point.

A session-based definition is:

![KPIs for Shopify Monitoring: Cart abandonment rate](https://mintcdn.com/germain-ux/S6CZjLTFu68xyZFG/images/main/kpis-for-shopify-monitoring/image-20260828-224456.png?fit=max\&auto=format\&n=S6CZjLTFu68xyZFG\&q=85\&s=d3a4d9bc0164b0fe007a717f52a65a4e)

Document whether “cart activity” means:

* Add to cart
* Cart viewed
* Either event
* Cart containing at least one product

Different definitions produce different results.

## Business-process KPIs

GermainUX provides preconfigured Shopify business processes. Additional process and step KPIs are automatically created when you configure custom business processes.

| KPI | Description |
| - | - |
| Shopify All Steps BP | End-to-end customer journey across the main storefront, product, cart, and checkout actions |
| Shopify All Steps BP Step | Individual step within the Shopify All Steps process |
| Shopify Checkout BP | Checkout journey from checkout start through completion |
| Shopify Checkout BP Step | Individual checkout step |
| Shopify Landing Page to Checkout BP | Journey from the initial landing page to checkout start |
| Shopify Landing Page to Checkout BP Step | Individual step between landing and checkout |

Each process can provide:

* Process volume
* Completion rate
* Failure rate
* Abandonment rate
* Process duration
* Step duration

> [accordion] Show all 10
>
> * Step conversion
> * Step drop-off
> * Affected users
> * Revenue or business impact

Customize the default processes to match the store’s actual customer paths. A returning customer, subscription checkout, accelerated checkout, or direct product-page visitor might follow a different valid sequence.

## Revenue and order KPIs

When the required Shopify event and API data are available, configure:

| KPI | Description |
| - | - |
| Gross Sales | Product value before configured deductions |
| Net Sales | Sales after configured discounts, returns, and allowances |
| Orders | Number of qualifying orders |
| Average Order Value | Revenue divided by qualifying orders |
| Units per Order | Items sold divided by qualifying orders |
| Revenue per Session | Revenue divided by eligible monitored sessions |
| Revenue per Customer | Revenue divided by qualifying customers |
| Lost or At-Risk Revenue | Estimated value associated with failed or abandoned journeys |
| Refund Rate | Refunded orders or value divided by qualifying orders or sales |
| Discount Usage | Orders or sessions using an approved discount |

Document:

* Gross versus net revenue
* Tax and shipping treatment
* Currency conversion
* Test-order exclusions
* Cancellation and refund treatment
* Attribution window
* Browser-event versus Shopify-order source

Do not use browser events alone as the financial system of record.

## Customer-feedback KPIs

| KPI | Description |
| - | - |
| Shopify Customer Satisfaction Score | CSAT response or calculated score |
| Shopify Net Promoter Score | NPS response or calculated score |
| Positive Feedback Rate | Positive responses divided by eligible responses |
| Negative Feedback Rate | Negative responses divided by eligible responses |
| Feedback Volume | Total feedback responses |
| Unique Respondents | Distinct customers or sessions providing feedback |
| Comment Volume | Number of submitted comments |
| Feedback Conversion Rate | Conversion rate for sessions containing feedback |
| Feedback by Journey Step | Feedback grouped by the related business-process step |

Do not calculate NPS from a binary positive/negative question. NPS requires the appropriate recommendation scale and promoter, passive, and detractor groupings.

## Error KPIs

| KPI | Description |
| - | - |
| User-Facing Application Error | Software failure visible to the customer |
| Silent Application Error | Software failure not visible to the customer |
| User Validation | Expected feedback preventing invalid customer input or action |
| JavaScript Error | Browser-side JavaScript failure |
| Unhandled Promise Rejection | Unhandled rejected JavaScript promise |
| Failed HTTP Request | Network request that failed or returned a configured unsuccessful result |
| Resource Error | Script, image, stylesheet, font, or other resource failed to load |
| Error Rate | Failed eligible operations divided by all eligible operations |
| Affected Customers | Distinct customers experiencing an error |
| Error-Affected Sessions | Sessions containing at least one qualifying error |
| Checkout Error Rate | Checkout sessions containing an application error divided by checkout-started sessions |

Keep user validation separate from software failures. A required-field message normally indicates that the software is working as intended.

## Search and product-discovery KPIs

Recommended discovery KPIs include:

* Searches
* Search Sessions
* Search with No Results
* No-Results Rate
* Search-to-Product Rate
* Search-to-Cart Rate

> [accordion] Show all 15
>
> * Search Conversion Rate
> * Collection-to-Product Rate
> * Product View Rate
> * Product Engagement
> * Filters Used
> * Sorting Used
> * Pagination Used
> * Sold-Out Encounters
> * Back-in-Stock Signups

### No-results rate

![KPIs for Shopify Monitoring: No-results rate](https://mintcdn.com/germain-ux/S6CZjLTFu68xyZFG/images/main/kpis-for-shopify-monitoring/image-20260828-224521.png?fit=max\&auto=format\&n=S6CZjLTFu68xyZFG\&q=85\&s=dc5617d73036e44ad06a4b881cd8b08b)

Normalize search terms while protecting customer-entered personal or sensitive information.

## Synthetic-monitoring KPIs

When Shopify scenarios are executed by GermainUX RPA automation, use:

| KPI | Description |
| - | - |
| Scenario Availability | Percentage of scheduled executions that complete successfully |
| Scenario Duration | Total scenario execution time |
| Step Duration | Time required for an individual scenario step |
| Scenario Failure | Scenario that cannot complete |
| Validation Failure | Expected page, product, value, or state was not found |
| SLA Compliance | Percentage of runs meeting the configured objective |
| Execution Volume | Number of scheduled scenario executions |

Exclude synthetic traffic from real-user conversion and engagement KPIs.

## Recommended pivots

Analyze Shopify KPIs by:

* Store
* Environment
* Page and page type
* Product
* Variant
* Collection

> [accordion] Show all 20
>
> * Cart or checkout stage
> * Customer segment
> * Guest or authenticated status
> * New or returning customer
> * Browser
> * Device
> * Operating system
> * Geography
> * Campaign and traffic source
> * Discount
> * Currency
> * Error category
> * Business process and step
> * Theme or release version

Avoid using dimensions containing uncontrolled high-cardinality or sensitive values.

## Recommended dashboards

### Conversion overview

Include:

* Sessions
* Conversion rate
* Orders
* Revenue
* Average order value
* Add-to-cart rate
* Checkout completion rate
* Cart and checkout abandonment

### Product-discovery analysis

Include:

* Collection views
* Product views
* Searches
* No-results rate
* Collection-to-product rate
* Search-to-product rate
* Product-page-to-cart rate
* Sold-out encounters

### Checkout analysis

Include:

* Checkout starts
* Step success rates
* Step drop-offs
* Checkout duration
* Application errors
* User validation
* Payment declines
* Completed purchases

### Customer-experience analysis

Include:

* Page and click performance
* Core Web Vitals
* Rage and dead clicks
* Errors
* Feedback
* Affected sessions
* Session Replay links

### Technical health

Include:

* JavaScript errors
* Failed HTTP requests
* Third-party failures
* Slow requests
* Resource errors
* Error-affected customers
* Errors by theme or release

## Create custom KPIs

Create a custom KPI when the preconfigured KPIs do not represent the store’s exact business outcome.

Define:

* KPI name
* Business purpose
* Source event or data model
* Numerator and denominator
* Unit
* Eligibility rules

> [accordion] Show all 11
>
> * Attribution window
> * Required dimensions
> * Warning and critical thresholds
> * Privacy requirements
> * KPI owner

Examples include:

* Subscription Conversion Rate
* Wishlist-to-Purchase Rate
* Back-in-Stock Conversion
* Chat-Assisted Conversion
* Discount Failure Rate
* Product-Comparison Conversion
* Return-Request Completion
* Loyalty Enrollment Conversion

## Validation checklist

Before using Shopify KPIs for production decisions, verify that:

* Event names and KPI mappings are correct.
* Product viewing and product conversion are not reversed.
* Success rates use successful outcomes in their numerators.
* Drop-off rates use unsuccessful outcomes in their numerators.
* Events are not duplicated across the app, pixel, theme, and custom code.
* Storefront and checkout activity correlate correctly.

> [accordion] Show all 15
>
> * Product, value, quantity, and currency attributes are accurate.
> * Test orders and synthetic traffic are excluded.
> * Guest and authenticated sessions correlate as intended.
> * User validation is separate from application errors.
> * Conversion formulas use consistent eligibility rules.
> * Revenue definitions are documented.
> * Shopify order data is used for financial reconciliation.
> * Dashboards use the correct store, environment, and time filters.
> * KPI thresholds are based on representative baseline data.

## Related documentation

* [Deploy Monitoring for Shopify](https://docs.germainux.com/main/deploy-monitoring-for-shopify.md)
* [Configure Monitoring for Shopify](https://docs.germainux.com/main/configure-monitoring-for-shopify.md)
* [Configure Shopify Events](https://docs.germainux.com/main/configure-shopify-events-add-to-cart-remove-from-c.md)
* [Configure Error Monitoring](https://docs.germainux.com/main/error-monitoring-for-shopify-configure.md)
* [Configure User Feedback](https://docs.germainux.com/main/user-feedback-for-shopify-configure.md)
* [Configure Third-Party Checkout Monitoring](https://docs.germainux.com/main/3rd-party-checkouts-monitoring-for-shopify-configu.md)

## Get Help

> [card] [Contact GermainUX Support](https://docs.germainux.com/main/support.md)
>
> The GermainUX team helps you get up and running faster, empower your team, turn data into actionable insights, and optimize performance to deliver measurable business outcomes.

> [card] Can't find what you need?
>
> Search all GermainUX docs with **Ctrl + K**, or use the feedback buttons at the bottom of this page to tell us what is missing.

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