9 Must-Have DTC Metrics for 2024


Sep 27, 2023


5 min read

In the wake of the COVID-19 pandemic and the ensuing lockdowns, businesses have had to reevaluate their strategies for getting products into the hands of consumers. This shift in approach has led many to adopt the direct-to-consumer (DTC) model, which allows companies to sell their products directly to customers without relying on traditional intermediaries.

As the popularity of DTC continues to grow, the competition within this space is becoming increasingly intense. In such a competitive landscape, even minor missteps or oversights can have far-reaching repercussions for a brand’s success. It’s crucial, therefore, for companies to not only keep pace with the market but also to focus on their own growth and adaptability.

To help you navigate this dynamic terrain, we’ve compiled a comprehensive list of key DTC metrics that should remain at the forefront of your business strategy. These metrics will serve as vital signposts, guiding your efforts toward sustained success in the DTC arena. You can explore them in detail with formulae in this DTC Metrics Template.

DTC Metrics That You Should Be Tracking

Customer Lifetime Value (LTV)

Customer Lifetime Value is like predicting how long a friend will stick around in your life, except in business terms. It’s the total amount a company expects to earn from a customer over the course of their relationship. This helps in understanding not just how long a customer might stay with you, but also how much they’re likely to spend.

For instance, if a company offers a subscription service where customers regularly receive products, keeping an eye on LTV is crucial. If a bunch of customers start canceling after a certain period, something’s amiss. It might be time to adjust pricing, improve the product, or offer extra features.

Conversion Rate

Conversion rate is like measuring how many window shoppers in a mall actually end up buying something. It’s about figuring out the percentage of people visiting your site and then going ahead and making a purchase. This metric can also be applied to free trials – how many actually convert into paying customers once the trial period is over.

If a company is putting money into their website to attract potential customers, tracking the conversion rate tells them if it’s worth it. If the conversion rate is low, it’s time to dig in and figure out why and what can be done to improve your conversion rate..

Average Order Value (AOV)

Average Order Value is like finding out how much your average dinner bill is when you go out with friends. It’s the average amount a customer spends every time they place an order. This metric is calculated by dividing total revenue by the number of orders.

Focusing on increasing AOV can help a company directly impact its profit margins. A quick trick to upping AOV is setting a free shipping threshold just slightly above the AOV.

Churn Rate

Churn rate is like keeping track of how many plants in your garden aren’t making it. It’s about the number of customers who leave a product over a specific period. This is super important for subscription-based companies because it shows the health and momentum of their subscription plan.

High churn rates affect other metrics like Customer Acquisition Cost (CAC), Monthly Recurring Revenue (MRR), and Customer Lifetime Value (LTV). If churn is high, it’s a red flag. Time to figure out why and how to keep customers on board.

Customer Acquisition Cost (CAC)

Customer Acquisition Cost is like counting how much it takes to make a new friend. It’s the total expense of gaining a new customer and it involves the efforts of various teams like marketing, creative, growth, customer experience, and engineering.

CAC is most important when looked at in relation to Customer Lifetime Value (LTV). Ideally, you want your customers to spend more than what it costs to acquire them.

Monthly Recurring Revenue (MRR)

Monthly Recurring Revenue is like knowing how much money you’ll get from your job every month. It measures the total predictable income a company receives on a monthly basis, which is especially crucial for those offering subscription services. If a DTC company isn’t calculating MRR, it might be missing out on understanding its true growth potential.

Keeping tabs on MRR helps in gauging a company’s overall growth and momentum. It’s a compass for understanding the health of the business model, setting goals, and figuring out how to reach those targets.

Product Margin

Product Margin is like figuring out how much profit you make from selling a homemade craft. It’s calculated by dividing the cost of making the product by the price at which it’s sold. This doesn’t include expenses like shipping, handling, or discounts – it’s purely about how much profit you make compared to what you spend on the product.

Net Promoter Score (NPS)

Net Promoter Score is like asking your friends how likely they are to recommend a new restaurant they tried. It’s a metric that measures customer loyalty and how likely they are to become brand advocates. This is particularly relevant in the DTC space, where brand promotion through influencers is on the rise.

NPS helps in understanding if customers are naturally spreading the word about a product, which is gold in marketing. Calculating NPS and gauging customer satisfaction reveals what kind of marketing and advertising efforts are happening post-purchase.

Net Revenue Retention

Net Revenue Retention is like checking how many of your neighbors still use a shared community space over time. It’s about measuring the continued use of a product or service. For companies with a subscription model, this is especially crucial.

It’s not as important for one-time purchases, unless you’re keeping track of how frequently customers come back for more.

These metrics are like a toolbox for businesses. They help in understanding the health, growth, and potential areas of improvement in a DTC model. Keeping a close eye on these can help companies adapt to changing circumstances and thrive in a competitive market.

In Conclusion

The direct-to-consumer approach revolutionizes the buying process by bypassing traditional stores and middlemen. Its significance surged during the COVID-19 pandemic, propelling a rapid digital transformation. Today, an increasing number of companies recognize the advantages of DTC, demanding heightened competitiveness.

Keeping a vigilant eye on your metrics is imperative to thrive in this landscape. To understand better, you need to download our DTC Metrics Template. Remember, customer retention should never be an afterthought. Proactively implementing strategies to maximize growth and revenue is key.

For expert guidance in optimizing your DTC strategy, consider reaching out to Saffron Edge. Their specialized expertise can propel your business toward even greater success in the direct-to-consumer market. Don’t hesitate to take the next step towards a thriving DTC model with Saffron Edge.