UK eCommerce shipping study 2019
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Research summary
Shipping is a critical touchpoint in the eCommerce journey, with a significant impact on customer retention. Our 2019 study provides in-depth insights into the shipping practices of UK eCommerce brands, highlighting what works best to meet and exceed customer expectations.
In this study, you’ll discover
- Key trends in UK eCommerce shipping
- How shipping speed and transparency influence customer loyalty
- Best practices for optimizing delivery experiences
- Case studies of UK brands excelling in shipping performance
After checkout, most retailers stop communicating with customers, leaving them to seek updates themselves—missing a crucial opportunity to enhance loyalty and retention.
Many UK retailers focus on fast delivery but neglect post-purchase engagement. Personalized updates and proactive communication can turn shipping into a loyalty driver rather than just a logistical step.
Key stats that matter
Nearly all UK retailers fail to provide a personalized post-purchase experience
Almost three-quarters of retailers offer express delivery, but only a few provide same-day options
More than six in ten retailers offer free returns, yet many lack proactive return communication
