Store Health Score, BigCommerce

Card class: Non-Hero • Category: Ecommerce Platform

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At a glance

A composite 0-100 score summarising overall BigCommerce store health across revenue trend, conversion rate, refund rate, OOS percentage, channel diversification, fulfilment SLA, and catalogue hygiene. The owner-dashboard headline; one glance tells you whether the store is in good shape or needs attention.

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Calculation

Calculated automatically from your BigCommerce data. See the At a glance summary above for what the metric tracks and the worked example below for a typical reading.

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Worked example

A US homewares brand on BigCommerce Pro, headline score 73 / 100 (band: needs attention). Snapshot 14 May 26. What’s interesting:

1. The headline 73 hides multiple issues. Revenue growth and channel diversification are excellent (84, 88); refunds, OOS, fulfilment, and catalogue hygiene are dragging the score down. Focus on the lowest-scoring sub-metrics, not the headline.
2. OOS at 58 is the lowest sub-score, biggest lift opportunity. 22 OOS listings dragging the catalogue score; cross-reference BC Channel OOS per Channel for the SKU list. Hiding or restocking these 22 SKUs would lift this sub-component to 85+ and the headline to 76-78.
3. Refunds at 65 is the next priority. Cross-reference BC Refunded Products. One or two problem SKUs likely drive most of the refund volume; fixing those would lift the sub-score and the headline.
4. Catalogue hygiene at 65 typically reflects products missing meta titles, alt-text, or proper categories. A 2-hour catalogue audit could lift this sub-score to 80+. Cross-reference Missing SEO and Missing Descriptions.
5. Fulfilment SLA at 72 suggests 88% of orders ship on time vs 95% target. A 7-percentage-point lift requires operational change (3PL coordination, stock-near-order routing); not a quick fix but a strategic priority.
6. The bright spots: revenue trend at 84 and channel diversification at 88 are protecting the headline from being much worse. Without those, this score would be in the 60s, the multi-channel strategy is keeping the store healthy despite operational gaps.

Action priority order:

1. OOS cleanup this week (22 listings to hide / restock; 2-3 hours of work).
2. Refunded-products audit this week (top-5 problem SKUs; size-chart / photo / pause decisions).
3. Catalogue-hygiene sprint next week (2-hour audit of missing SEO / descriptions).
4. Fulfilment SLA improvement plan this month (route orders to nearest-stock warehouse, escalate 3PL late-shipment incidents).
5. Quarterly: re-baseline this score, target 85+ within 90 days. Track sub-metric trends weekly.

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Sibling cards merchants should reference together

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Reconciling against the vendor’s own dashboard

Where to look in BigCommerce Control Panel: BC does not provide a native composite health score. The closest is Analytics → Dashboard which shows individual KPIs without aggregation. Each sub-component has a corresponding BC view: revenue (Sales report), conversion (In-Store Conversion report), refunds (Returns report on Plus / Pro / Enterprise), OOS (Inventory snapshot), channels (Channel Manager), fulfilment (Orders report). The composite is Vortex IQ’s contribution; BC sees the parts but not the whole. Why our number may legitimately differ from any single BC metric: Cross-connector reconciliation (when other connectors are connected): The store-health composite is Vortex-IQ-distinctive; Shopify and Adobe Commerce don’t have an equivalent native score.

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Known limitations / merchant FAQs

Why is my score 73 if all my individual KPIs look fine? Almost certainly one or two sub-components are dragging the composite. Click the headline to expand the breakdown; the lowest-scoring sub-metric is your priority. “All my KPIs look fine” usually means the merchant hasn’t been looking at OOS percentage or catalogue hygiene, two sub-components that are easy to ignore individually but collectively material. My score dropped from 85 to 70 in a week, what happened? Run the breakdown view, identify which sub-component dropped most. Common culprits: (1) a top-SKU went OOS pulling OOS sub-score down; (2) a refund batch from a defective shipment pulling refund sub-score down; (3) a revenue dip pulling trend sub-score down; (4) a fulfilment partner SLA breach. The composite is sensitive enough to surface these one-week shifts. Is 73 a good score? Depends on your context. For a mature multi-channel BC store with established benchmarks, 73 is “needs attention”. For a new BC store still ramping up, 73 is normal until catalogue, channels, and conversion stabilise. The trend matters more than the absolute number; a stable 73 is better than a falling 80. Can I change the sub-component weights? Yes. Owners prioritising growth might raise revenue-trend weight to 30%; merchants in a fulfilment-recovery phase might raise fulfilment SLA to 25%. Configure under Vortex Mind → Settings → Health Score Weights. Why does my B2B store score look weird? B2B benchmarks are different. Auto-detection may misclassify hybrid stores; manually set your B2B / retail revenue share in settings. B2B-typical scores: high diversification (often 1-2 channels), high AOV-driven trend, very low refund rate (<5%), variable conversion (0.5-2% on B2B portals). Should I share this score with my board / investors? With caveats. The score is internally meaningful but not industry-standardised; benchmarks depend on Vortex IQ’s anonymous merchant pool. Communicate it as a directional health indicator (rising / stable / falling) rather than a raw number. Pair with growth metrics (Total Revenue, Order Count) for the financial story. Why is my channel diversification score so high when I’m 80% web? The diversification scoring rewards having any meaningful secondary channel above 5% of revenue. Pure-DTC web-only stores score around 60; web + 1-2 marketplaces or POS scores 75-85; well-diversified multi-channel stores score 90+. Even modest channel spreads count. Can the score go above 100? No. 100 is the ceiling, achievable only by stores hitting all 7 sub-components at top-decile levels. Most healthy BC stores live in the 75-89 band. My fulfilment SLA score is dragging me down but I use a 3PL, can I improve it? Yes, but it requires 3PL coordination. Track 3PL performance, escalate late-shipment incidents weekly, route orders to nearest-stock warehouse to reduce transit time, set realistic shipping promises in BC checkout (under-promise rather than over-promise). 3PL contracts often include SLA penalties; enforce them. My catalogue hygiene score is 65, what does that mean specifically? The sub-score combines: products missing meta titles (-points), missing meta descriptions (-points), missing alt-text on images (-points), products without primary category (-points), products without brand assignment (-points), products with broken images (-points). 65 means roughly 30-35% of catalogue items have at least one hygiene issue. Cross-reference Missing SEO, Missing Descriptions, and Sku Coverage for the specific problem list. Should I obsess over getting to 100? No. The marginal cost of improving from 90 to 95 is high; the marginal value is small. Aim for 80+, monitor for declines, react when sub-components drop. Why doesn’t this card have a real-time alert? Because it’s a slow-moving composite; the sub-component cards have their own real-time alerts (revenue drop, OOS spike, refund spike). The composite alert fires when the headline dips below 70 sustained for 7+ days, signalling a systemic rather than a transient issue.

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Tracked live in Vortex IQ Nerve Centre

Store Health Score is one of hundreds of KPI pulses Vortex IQ tracks across BigCommerce and 70+ other ecommerce connectors. Nerve Centre runs the detection layer; Vortex Mind investigates the cause when something moves; Ask Viq lets you interrogate any number in plain English. Start for free or book a demo to see this metric running on your own data.