orkaEcommerce Contact Rate Calculator
Measure how many support conversations your store receives for every 100 orders. Add a second period to see whether the workload per order is rising or falling.
Worked example
144 support tickets for 1,800 orders equal eight tickets per 100 orders. The previous period had 150 tickets for 1,500 orders, or ten per 100. The current period generated two fewer tickets for every 100 orders.
How the calculation works
Divide distinct support tickets by orders over the same reporting period, then multiply by 100. For two periods or stores, calculate each ratio separately. Subtract the comparison rate from the current rate to measure the change in tickets per 100 orders.
Frequently asked questions
Can the contact rate exceed 100?
Yes. An order can generate several distinct conversations, and some tickets may come from shoppers before a purchase. The result measures tickets per 100 orders.
Should I count messages or conversations?
Use distinct tickets or conversations. Counting every message makes long exchanges inflate the rate and makes stores with different reply habits difficult to compare.
Can I compare two Shopify stores?
Yes. Enter one store in each pair of fields. Match the channels, ticket definitions and reporting windows so that a difference reflects customer demand rather than reporting rules.