> ## Documentation Index > Fetch the complete documentation index at: https://docs.vortexiq.ai/llms.txt > Use this file to discover all available pages before exploring further. # Store Health Score, BigCommerce > Store Health Score for BigCommerce stores. Tracked live in Vortex IQ Nerve Centre. How to read it, why it matters, and how to act on it. **Metrics type:** [Supporting Metrics](/nerve-centre/overview#metrics-types-explained) • **Category:** [Ecommerce Platform](/nerve-centre/connectors#connectors-by-type) ## 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. | | | | ---------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **What it counts** | A weighted composite of 7 sub-metrics: revenue trend vs prior period (20%), conversion rate vs benchmark (15%), refund rate vs benchmark (15%), OOS-listing percentage (15%), channel diversification index (10%), fulfilment-on-time rate (15%), catalogue hygiene score (10%). Each sub-metric is normalised 0-100; the weighted average is the headline. | | **VAT / tax treatment** | n/a (composite metric). | | **Shipping** | n/a. | | **Discounts** | n/a. | | **Refunds** | The refund-rate sub-component uses 30-day refund value ÷ 30-day revenue. | | **Cancelled / voided orders** | The fulfilment SLA sub-component excludes voided orders. | | **Currency** | Currency-agnostic (composite normalised metric). | | **Channels / sources** | All channels feed the score; the diversification sub-component rewards spreading revenue across channels (concentration above 80% in one channel costs 5-10 points). | | **Score bands** | 90+ (excellent, top decile of BC stores), 75-89 (healthy), 60-74 (needs attention), 45-59 (multiple problems), \<45 (crisis state, drop-everything). | | **Sub-metric drill-down** | Clicking the headline expands each sub-component score; the lowest-scoring sub-metric is your priority. **The aggregate is interesting; the sub-component breakdown is actionable.** | | **Why composite vs single metric** | Single metrics each tell part of the story; the composite catches multi-dimensional issues (high revenue but rising refunds, great conversion but channel concentration risk). | | **B2B Edition note** | B2B-heavy stores are scored on a B2B benchmark (lower conversion expected, higher AOV, lower refund rate). The system auto-detects B2B share and adjusts. | | **Time window** | `RT/30D` (real-time for inventory; 30D for revenue / conversion / refund) | | **Alert trigger** | `<70 (composite health degraded)` | | **Roles** | owner, marketing, operations | ## 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. ## Worked example A US homewares brand on BigCommerce Pro, headline score 73 / 100 (band: needs attention). Snapshot 14 May 26. | Sub-metric | Weight | Score (0-100) | Weighted contribution | Status | | ---------------------------------- | ------ | ------------- | --------------------- | ------------------------------------ | | Revenue trend (30D vs prior 30D) | 20% | 84 | 16.8 | Healthy growth (+5.6%) | | Conversion rate vs benchmark | 15% | 78 | 11.7 | Slightly below sector benchmark | | Refund rate vs benchmark | 15% | 65 | 9.75 | **Refunds rising, attention needed** | | OOS-listing percentage | 15% | 58 | 8.7 | **22 OOS listings, needs cleanup** | | Channel diversification | 10% | 88 | 8.8 | Excellent multi-channel mix | | Fulfilment SLA (% shipped on time) | 15% | 72 | 10.8 | Slightly below 95% target | | Catalogue hygiene | 10% | 65 | 6.5 | Some products missing SEO / images | | **Headline** | 100% | | **73 / 100** | **Needs attention** | 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](/nerve-centre/kpi-cards/bigcommerce/oos-listings-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](/nerve-centre/kpi-cards/bigcommerce/most-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](/nerve-centre/kpi-cards/bigcommerce/missing-seo-title-count) and [Missing Descriptions](/nerve-centre/kpi-cards/bigcommerce/products-missing-description). 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. ## Sibling cards merchants should reference together | Card | Why pair it with Store Health Score | | --------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------- | | [Total Revenue](/nerve-centre/kpi-cards/bigcommerce/total-revenue) | The revenue-trend sub-component drill-down. | | [Conversion Rate](/nerve-centre/bigcommerce/ecommerce_conversion_rate) | The conversion sub-component drill-down. | | [Refund Rate](/nerve-centre/kpi-cards/bigcommerce/refund-rate) | The refund sub-component drill-down. | | [BC Channel OOS per Channel](/nerve-centre/kpi-cards/bigcommerce/oos-listings-per-channel) | The OOS sub-component drill-down. | | [BC Channel Revenue Mix](/nerve-centre/kpi-cards/bigcommerce/revenue-mix-by-channel) | The diversification sub-component drill-down. | | [Fulfillment Rate](/nerve-centre/kpi-cards/bigcommerce/fulfillment-rate) | The fulfilment SLA sub-component drill-down. | | [Missing SEO](/nerve-centre/kpi-cards/bigcommerce/missing-seo-title-count) / [Missing Descriptions](/nerve-centre/kpi-cards/bigcommerce/products-missing-description) | The catalogue hygiene sub-component drill-down. | | [BC Alert Revenue Drop](/nerve-centre/kpi-cards/bigcommerce/revenue-drop-alert) | The real-time guardian; this composite is monthly health, the alert is moment-to-moment. | ## 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](https://login.bigcommerce.com/deep-links/manage/analytics) 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:** | Reason | Direction | | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------ | | **Composite weighting**. Sub-component weights are configurable; default weights aim for "operational health" framing. Stores prioritising growth might re-weight revenue trend higher. | Configurable | | **Benchmark sources**. Conversion-rate and refund-rate benchmarks come from Vortex IQ's anonymous BC merchant pool, segmented by category. Your specific category benchmark may differ from cross-category averages. | Benchmark choice matters | | **B2B detection**. Auto-detection of B2B share may misclassify hybrid stores; manually set the B2B/retail split for accuracy. | Configuration-dependent | | **Sub-metric time windows**. Revenue / refund use 30D rolling; OOS is real-time; fulfilment SLA uses 7D rolling. The composite blends different time horizons. | By design | **Cross-connector reconciliation (when other connectors are connected):** | Card | Expected relationship | What causes legitimate divergence | | -------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------- | | [`google_analytics.ga_engagement_score`](/nerve-centre/google_analytics/ga_engagement_score) | GA4's engagement score reflects user-side health; this card reflects merchant-side health. They correlate but measure different surfaces. | Independent measurements; expect 50-70% correlation. | | [`stripe.stripe_decline_rate`](/nerve-centre/kpi-cards/stripe/decline-rate) | A spike in Stripe decline rate may not show in this composite (we don't track payment-side directly); add it as a custom sub-component if relevant. | Limited overlap. | **The store-health composite is Vortex-IQ-distinctive; Shopify and Adobe Commerce don't have an equivalent native score.** ***
Same-metric documentation cross-reference (for agencies running multiple platforms) * [`shopify.store_health`](/nerve-centre/shopify/store_health) (planned) * [`adobe_commerce.store_health`](/nerve-centre/adobe_commerce/store_health) (planned)
## 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](/nerve-centre/kpi-cards/bigcommerce/missing-seo-title-count), [Missing Descriptions](/nerve-centre/kpi-cards/bigcommerce/products-missing-description), and [Sku Coverage](/nerve-centre/kpi-cards/bigcommerce/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. *** ### 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](https://app.vortexiq.ai/login) or [book a demo](https://www.vortexiq.ai/contact-us) to see this metric running on your own data.