Direct to Consumer USA More research

US DTC Post-Purchase Experience Report 2021

A winning formula for how you can outperform your DTC competitors with Post-Purchase Experience from our team of experts.

US DTC Post-Purchase Experience Report 2021

What you’ll learn:

  • The standard of post-purchase customer experience delivered by top DTC brands like Warby Parker, Everlane and Dollar Shave Club
  • A winning formula for how you can outperform your competitors
  • Post-purchase best practices from our team of experts

Key findings

hidden shipping costs graphic

50% of brands have a minimum order value for free shipping

person making online purchase with credit card

78% of brands send customers to a third party order tracking page

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74% of brands did not send a delivery confirmation

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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