Operations Experience UK More research

Post-purchase experience: Are the UK’s top retailers up to scratch?

We looked at the post-purchase experience offered by the UK’s top 200 online retailers, such as & Other Stories, Bose and Zara.

Post-purchase experience: Are the UK’s top retailers up to scratch?

What is the state of UK online retail after the most turbulent 24 months in history? Are the largest online retailers creating the experiences their customers expect?

We looked at the post-purchase experience offered by the UK’s top 200 online retailers, such as & Other Stories, Bose and Zara. Download the report to discover how they perform!

The post-purchase performance of UK’s top 200 online retailers

  • What the findings mean for this sector
  • How UK retailers can improve post-purchase experience and increase customer loyalty
  • parcelLab’s selected UK top performers
 

Key findings

person checking phone for parcel tracking arriving on Friday 28 May

81% of online retailers fail to send branded or personalised shipping communication

website interface with map tracking graphic

Only 28% of online retailers host a branded tracking page

person standing next to hour glass

70% of delayed orders were not communicated at all

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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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 

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USA

Gen Z and Millennial Shopping Insights Study

Go behind the scenes with today’s Gen Z and Millennial Shoppers to uncover what drives their purchasing decisions - and their loyalty. Read 

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Returns / German

German E-commerce returns study 2022

Comparison of customer expectations and returns processes and services of 100 of the largest online stores in Germany Read