UK post-purchase experience report 2022
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Research summary
The post-purchase experience is a vital touchpoint that can significantly impact customer satisfaction and brand loyalty. Our 2022 report examines the practices of UK retailers, highlighting how they are enhancing the post-purchase phase to meet evolving customer expectations.
In this study, you’ll discover
- Key trends in post-purchase experiences across the UK
- How personalized communication can boost customer satisfaction
- The role of delivery and returns in shaping customer perceptions
- Case studies of UK brands leading the way in post-purchase excellence
Shipping and delivery are the most emotional part of the buying journey, yet most retailers fail to engage customers during this critical phase—missing a key opportunity to build trust and loyalty.
Many UK retailers miss key post-purchase touchpoints that influence trust and loyalty. From lack of communication to inconsistent updates, these gaps create frustration for customers.
Key stats that matter
Nearly eight in ten UK retailers stop communicating with customers after dispatch
Seven in ten delayed orders were not communicated to customers
Nearly nine in ten orders arrived on time, but proactive updates about delivery status remain inconsistent across retailers
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