Consumer Research Global More research

Operations Experience from a Customer Perspective

We surveyed 2000+ online shoppers and combined their insights and our experience to identify retailers’ key areas of improvement and actionable advice for delivering outstanding Operations Experience.

Operations Experience from a Customer Perspective

Participants Demographics

With 51.4% female and 48.6% male participants, the gender is almost equally distributed. The group of >55-year-olds is most strongly represented with 41.3%.

Which phase of the customer journey was examined?

All stages of the customer journey, including checkout, shipping, payment and returns handling were examined.

Who is the study for?

The study is valuable for all online merchants and companies that want to improve their Operations Experience.


Some key findings:

of online shoppers want environmentally friendly packaging

want to be informed proactively in the event of a delivery delay

prefer an enclosed label

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
Image Description

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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