What are your website analytics reports really providing you? So many people think that the aim of analytics reporting is to reflect on what happened (e.g. who came to our site and what did they want? how is our campaign performing? did we win or did we lose?). Yes, there are some historical elements, but I would also argue that the best reporting and metrics provide a window to what is next. In essence we can use the past to predict and control our future.
Last year, I prepared a presentation on how to Create a Marketing Dashboard. This information below contains pieces from that presentation, but primarily focuses on the process to build out a website analytics report for the first time. Please keep in mind that while there are reporting standards, there is no standard report. I prepare 10+ reports for clients on a monthly (and sometimes weekly) basis and none of them look alike. Your report should be as unique as the business for which you are preparing it.
To demonstrate each step more clearly, I’ll provide examples from a make-believe business. Let’s say we are preparing a report for a dentist.
A. Define business objectives
This may seen obvious, but I’ve seen plenty of metrics reports that don’t provide a clear indication of what the business is working to accomplish. Your business goals must be at core of your reporting metrics or else you are merely reporting less than meaningful data.
Sample Objectives:
- Increase the number of new patients by X%
- Retain Y% of all current or previous patients
- Improve per patient revenue to $Z
Keep in mind that in most cases the website alone cannot accomplish your business objectives by itself. However, monitoring visitor behavior and website results can help to inform your overall business strategy and help you stay on target.
B. Identify questions the report must answer
Try to avoid pulling random site metrics out of a hat. Think carefully about what you want your report to tell you independent of any specific statistics or analytics-oriented data types (e.g. time on site, bounce rate, total pageviews, etc.).
Sample Questions:
- How many new patient inquiries did we receive?
- How many new patients called?
- How many new email newsletter subscribers did we earn?
- What other sales oriented actions did visitors take (e.g. visits to “Contact” page, driving directions, new patient Insurance forms, monthly special page)?
- What is the ongoing trend for visitors?
- How many visitors come to the site for the first time? returning visitors?
- From where are visitors and new leads coming?
- What dental services are most popular amongst visitors?

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