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German DTC Post-Purchase-Experience Report 2021

How good is the customer experience after completing a purchase online with DTC brands in Germany?

German DTC Post-Purchase-Experience Report 2021

How good is the customer experience after completing a purchase online at DTC brands in Germany and where is there room for improvement? It is not only the post-purchase communication that influences the customer experience, but also factors such as different delivery options, the use of a guest account or free returns play a major role.


Key findings

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For 76% of the DTC brands surveyed, a minimum order value must be reached to take advantage of free shipping.

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53% redirect their customers to a third-party tracking site, and 29% do not provide the customer with a tracking link at all.

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More than half (53%) do not provide an expected delivery date at checkout, leaving their customers in the dark.

Stuart Hill

Any retailer, in any market, wants to make sure that the post-sales experience is as great as it can be. So any improvement will increase the percentage of returning customers. When there are specialists like parcelLab in the market that can solve that problem using minimal resources, it makes sense to partner externally on this and offer customers an immediate benefit.

Stuart Hill FARFETCH’s SVP of Logistics
Stuart Hill
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Why parcelLab?

Our platform is the central data hub for brands to build and manage all branded customer communication. Our technology enables brands to take their approach to the next level by orchestrating all post-sales processes and data sources in one hyper personalized, seamless, end-to-end experience. The fully customizable platform adapts to your brand’s needs and allows for true differentiation with customer-centricity at the heart of it

For brands, that means more chances to create relationships that last. And for the people that buy from you, it means turning mundane operational moments into moments of joy.

Be different & define your own outstanding customer experience.

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Whitepaper / Global

The ultimate Post-Purchase Guide

What every online retailer needs to know about post-shipment communication. From A to Z with examples and best practices. Read 

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Consumer Research / German

Post-Purchase Strategies of Online Retailers in the Home & Living Sector

A special evaluation of 14 Home & Living retailers in the area of shipping & returns Read 

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Consumer Research / USA

US e-commerce returns​ study 2022

Findings from orders with the 200 largest e-commerce retailers in the United States, placed between November 2021 and January 2022. parcelLab partnered with YouGov to gather customer insights and shopper perceptions around returns. Read 

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Returns / UK

Are the UK’s top retailers getting returns experiences right?

This report analyses the returns experiences offered by the UK’s top 200 retailers. We examine cost, returns options, customer communications and much more. Read