Bike Matrix tool boosts Bike24 sales & cuts returns by 10 percent

Bike Matrix's compatibility-checking technology has been shown to significantly improve key metrics for online bike retailers, according to the results of a 50-day A/B test conducted in partnership with European cycling retailer Bike24.

Test methodology

The trial involved 6.6 million user sessions and compared the shopping behaviour of Bike24 customers using the compatibility tool with those who did not. Customers were invited to select their bicycle model, after which the shop displayed which components would fit their bike. The intention was to address one of the cycling sector's main barriers to online sales: uncertainty around product compatibility.

Conversion impact

Retail data showed a marked increase in conversion for those using the feature: the segment saw a rise of 69 percent in completed purchases. These customers also exhibited a 12.1 percent higher average order value and an 89.4 percent increase in average revenue per user compared to those not engaging with the compatibility tool. The retailer found a 10 percent reduction in product returns among this group.

User feedback

Survey responses from 738 users who utilised the compatibility checker indicated broad approval, with 92.7 percent saying the information was valuable. Nearly one in four respondents indicated they considered the feature essential for their online purchasing decision.

Retail experience

"'Will this part fit my bike?' might be the most expensive question in cycling - not just in money, but in time and frustration," said Peter Ebert, Digital Product Manager, Bike24.

Bike24's senior management described the feature as a time-saving solution that reduced the need for technical research by consumers when purchasing complex parts such as bottom brackets. The system was integrated into Bike24's online catalogue, leveraging Bike Matrix's proprietary component database and matching algorithm.

Returns and customer service

Returns were significantly reduced through the use of the tool, which minimised the risk of customers inadvertently purchasing incompatible components. The feature also led to fewer customer service queries, as shoppers could identify compatible parts without expert support.

Business implications

Feedback from Bike24's leadership was positive. Andrés Martin-Birner, Chief Executive Officer at Bike24, said, "When the product team first presented Bike Matrix to me, I was immediately convinced. It helps our customers find compatible parts for their bikes quickly and reliably - real added value for every cyclist. At the same time, it reduces customer service inquiries and prevents returns. I'm convinced that in the future, a tool like this will become indispensable. Bike Matrix has a real opportunity to become an industry standard in the cycling sector."

Adoption rates

During the trial, 6.25 percent of total parts purchases came from users who had engaged with the compatibility feature. While this represents a minority of sessions, both partners suggested substantial further growth potential if the tool is adopted more widely on the website.

"What really blows me away is what happens when customers actually USE Bike Matrix. That tells me the main challenge isn't proving the value - it's getting people to experience it for the first time... Once customers register their bike and feel that confidence... they don't want to go back," said Ebert.

Industry response

Bike Matrix's own senior team said the results validated the technology's approach and indicated a broad potential impact for bike parts eCommerce. Lyndal Bailey, Head of Operations and Co-Founder of Bike Matrix, said, "Seeing our solution rigorously tested at scale and ultimately thrive across such a large sample size has been incredibly validating. It proved that the solution we've built solves a major problem... Moving forward, being able to shop by bike will be an industry standard."

Adam Townsend, Head of Compatibility and Co-Founder of Bike Matrix, said, "This test proves, not only that Bike Matrix works at scale, but that customers value the ability to 'shop by bike' and will expect it from their retailers. Buying Bike Parts is hard. In the industry, it's easy to forget how much you know, and take for granted. We knew Bike Matrix was the solution to compatibility confusion for riders and industry professionals, but we needed social proof to show the industry just how big the problem was and prove that there was a better way."