Upsell Rate

Discover how Upsell Rate measures the percentage of customers who purchase a higher-tier product or add-on. Learn how to track, analyze, and improve this KPI to drive growth and increase customer lifetime value.

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KPI Details for Upsell Rate

Category

Marketing
Type

Lagging Indicator
Calculation

Upsell Rate (%) = (Number of Upsell Transactions Total Number of Transactions​) × 100
Measure

Tracks how often customers are convinced to buy a more expensive version of a product or additional add-ons, helping businesses identify opportunities to increase average revenue per customer.
Data Sources:

Shopify, WooCommerce, Salesforce, HubSpot, Stripe, ReCharge, Google Analytics (with eCommerce tracking), CRM and POS systems.
Frequency

Tracked monthly or quarterly to evaluate upsell campaign effectiveness and customer expansion trends.

Example target

Increase upsell rate by 15% in Q3 by training sales staff, optimizing product page suggestions, and launching tailored email offers.

Example Reports Use Case

A Customer Success Manager tracks Upsell Rate to measure how well the team drives upgrades or add-ons during onboarding or renewal. Low rates may prompt the team to refine messaging or add upsell prompts within the product.

KPI Example

Best Practices for Upsell Rate

  • Offer Relevant & Timely Upsells

    Present upsells that align with the customer’s current purchase, behavior, or usage pattern.

  • Use In-Product or Checkout Suggestions

    Place upsell prompts during the buying journey where they’re most likely to convert.

  • Bundle Upgrades with Value Messaging

    Show customers how the upsell will help them achieve better results or greater efficiency.

  • Train Sales & Support Teams

    Empower customer-facing teams to recognize upsell opportunities and position them effectively.

What Is Upsell Rate?

Upsell rate is the percentage of customers who end up buying a more expensive product or plan than the one they originally intended to purchase. It’s a way to measure how often you’re able to increase a customer’s purchase value by offering them something better, for example a premium version, an add-on, or a bigger package. It’s a common metric in sales and customer success teams because it directly reflects your ability to grow revenue from people who already said yes once.

That’s the heart of upselling. It’s not about squeezing more money out of people. It’s about making sure they know what else is possible and helping them get there if it makes sense. When you track your upsell rate, you’re really tracking how well you’re doing that.

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