Operations Experience German More research

German E-Commerce Shipping Study 2021

Download the E-Commerce Shipping Study 2021 and get valuable insights and tips for mail order retailers.

German E-Commerce Shipping Study 2021

In this study, we tested and analyzed the shipping experience of Germany's 100 largest retailers (basis: EHI study).

From October up to and including December 2020, we placed test orders with the 100 largest German retailers and closely examined their ordering, shipping, delivery, and returns processes. To make the orders as comparable as possible, we used predefined rules for evaluating the individual order processes and drew on our experience from previous studies such as the E-Commerce Shipping Study 2020.

Of course, all orders were placed without the knowledge of the retailers and delivered to a central address in Munich in order to represent the customer experience as realistically as possible. Our analysis focused predominantly on checkout, delivery and returns.

We wanted to find out how they perform in terms of operations experience, i.e. after the click on the buy button. The result is a study with detailed insights and valuable tips for mail order companies.

 

Take a look inside:

79%
do not let their customer choose the logistics provider themselves

32%
have an integrated track & trace page, while the rest do not

8%
encourage their customers to create the return label themselves

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