Reading the analytics
The Analytics tab in the admin tells you what your customers do with the configurator: how many open it, how many reach the cart and where the rest stop. This guide explains each figure and, above all, what to do with it.
Where it is and which period it looks at
Section titled “Where it is and which period it looks at”In the app menu, Analytics. At the top you pick the period: last 7, 30 or 90 days. Every figure is compared with the previous period of the same length; that is the small number with the arrow. The figures are recalculated at most every ten minutes: if you have just tried the configurator yourself, give it that long before looking for yourself in the funnel.
The four figures at the top
Section titled “The four figures at the top”- Opened it. Distinct customers who opened the configurator. A customer who opens it three times counts once.
- Reached the cart. Customers who finished and added their order.
- Conversion. Of those who open, how many finish. In the stores we measure it sits between 20 and 30 percent; below 20 there is almost always a step losing people, and the funnel tells you which.
- Typical time. How long a customer takes to complete it, as a median: half take less, half take more. One to two minutes is normal with five steps.
Below, and only when it has happened, a line in red: Add-to-cart errors: N, broken down by cause — frame sold out, add-on unavailable, stock limit in cart, store busy. Each one is a customer who finished the form and couldn’t buy. A repeated “add-on unavailable” is a treatment or accessory out of stock or in draft: check it in the editor with Check prices.
Day by day
Section titled “Day by day”The chart shows openings and cart arrivals per day, with the previous period as a dashed line. It is for seeing whether a change in the form or a campaign moved anything, not for reading a single day: with few visits any day looks like a trend.
Where they stop
Section titled “Where they stop”One funnel per form. Each bar is a step: how many customers reached it and, in red, how many closed the configurator right there. What matters is not the raw red but the proportion: a step reached by 10 that loses 5 is worse than one reached by 500 that loses 20.
Steps are named with the label you gave them in the editor. A step you deleted keeps showing while it has data, marked as deleted.
The signal: “this is where they stop”
Section titled “The signal: “this is where they stop””Above each form’s funnel, the app points at the step that loses the most in proportion to those who reach it, and tells you what to change. To avoid pointing at noise, it only appears once at least 20 customers have reached the step and 25 percent or more of them leave. With less data you will see “not enough data yet” and how many sessions you have so far; with enough data and no step above the threshold, “no step loses more than 25 percent”.
The signal comes with two buttons: Edit the form, which opens that form in the editor, and How to improve it, which brings you here.
The same signal, the strongest across all your forms, also shows on the app Home, below your forms. You can dismiss it; if the signal moves to another step some other week, it comes back.
What to change depending on the step that loses
Section titled “What to change depending on the step that loses”A choice step (lens type, index, treatment, colour). This is where most people leave, and almost always for the same reason: they have to decide something they do not master, and they see the price. Keep three or four options and flag the one you recommend with the “Recommended” label (the Choose label button on the option; the customer sees the pill next to the name). Add help text to the confusing ones, give them an icon from the pack and show the price as a supplement over the previous choice, not as a new total. See Build a form, Icons and Pricing and charging.
The prescription step (glasses, reading or contact lenses). Whoever does not have the prescription at hand leaves. Make ADD and pupillary distance optional, put a sample prescription in the help text and offer uploading a photo of the prescription as an alternative with a file upload step. See Prescription capture and File upload.
The prescription summary. This is where the customer first sees everything together, and the total. Check that every line has a price that makes sense and that the button says exactly what happens next.
The file upload. Accept image and PDF, say which formats and size are fine, and allow skipping it: if it is required and the customer does not have the prescription at hand, they leave.
Accessories and extras. They are optional: do not pre-select them and show each one’s supplement. If people leave right here, the price is the surprise. See Add-ons & accessories.
A text field. A required free-text field slows people down. Make it optional or turn the question into options.
After every change, wait 30 days and look at the same funnel again. It is the only way to know whether the change worked.
What they choose most
Section titled “What they choose most”The table at the bottom counts, from finished orders only, which options were chosen most often. It answers “is the expensive option worth it?” and “does anyone pick this?”. Prescription steps never appear.
What is not measured
Section titled “What is not measured”These figures are anonymous. The app stores no prescription, no file and no customer data, and the figures never leave your store: nobody else sees them. Data is kept for 195 days and then deleted on its own; the funnel of a period that no longer exists cannot be recovered.
If you want to combine these figures with your own analytics or your chat, the configurator emits browser events for that: What to do with each event.