E-Commerce Versandstudie 2020 - Key-Findings
The parcelLab E-Commerce Shipping Study 2020 analyzes the German top 100 online stores in the areas of checkout, shipping and returns. We placed test orders with the most successful stores and examined them on the basis of various criteria.
Retailers need to improve their operations experience
Our E-Commerce Shipping Study 2018 already proved: customer centricity and customer experience stop after checkout. Customers have little influence on which logistics provider delivers their package or when they receive it. What's more, they receive inadequate support during the shipping process. An outstanding shopping experience? Not a chance!
A good year later, we wanted to know whether anything had changed in terms of operations experience (OX), i.e. the customer experience during operational order processing (fulfillment/shipping, returns) after the sale. To this end, we once again conducted test orders at 100 of the largest online stores listed by the Cologne-based EHI Retail Institute together with Statista in the study E-Commerce-Markt Deutschland 2019 and analyzed them.
To anticipate: The results are mixed. The retailers have improved their communication, but some of the shipping services have been reduced. Overall, there is still a lot to be done in terms of operations experience. However, those who exploit this potential can delight their customers even after the sale, as some retailers impressively demonstrate.
E-commerce Shipping Study 2020 (Key Findings)
We have compiled the most important key findings of the study:
Create new reasons for people to love your brand. Build standout post-sales experiences tailored to your customers. Deliver personalized touch points that grab attention and spark loyalty.