The year 2020 - due to Covid-19 - has gone down in the history of digital commerce as an exceptional year. With 1.6 billion parcels, Deutsche Post had already set its previous year's record by the end of November - and thus before the actual hot phase of the Christmas business.

For many customers, online retail was the most important procurement source during the Corona crisis. In addition to experienced online shoppers, many e-commerce holdouts also felt their way into the realms of digital commerce during the shutdown and beyond. Online retailers had a unique opportunity to turn digital skeptics, who previously preferred to store in brick-and-mortar stores, into permanently loyal customers through a compelling customer experience in the store and a unique operations experience in the shipping process.

What particularly interested us in our research:

How did online retailers fare in logistics? Has service suffered from the year-round peak? Or has online retail even gone one better in terms of service quality?

 

The Key Findings at a Glance

Do you want to learn even more interesting insights from our study? Then download the E-Commerce Shipping Study 2021 directly HERE.