Direct to Consumer German More research

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

shipping parcel cost graphic

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

tracking parcel on laptop graphic

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

post purchase notifications graphic

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.

Direct to Consumer / German

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