Glossary

Retail & CX metrics, explained one by one.

Definition, formula, a working calculator and honest benchmarks for each metric — plus the blind spot each one carries. New terms are added continuously.

• CSAT — Customer Satisfaction Score →

  What CSAT is, how to calculate it, what a good score looks like by industry — and the one thing a satisfaction survey can never measure.

• Sell-through rate →

  What sell-through rate is, how to calculate it, healthy benchmarks by category — and why two stores with the same inventory sell through it at very different speeds.