Direct to Consumer UK More research

DTC checkout experience is failing to deliver

Our latest research finds at DTC brands must optimise their pre-purchase customer experience or risk losing sales.

DTC checkout experience is failing to deliver

What you’ll learn:

  • The checkout performance of DTC brands in the UK
  • What the findings mean for this sector
  • 8 tips on how DTC retailers can improve checkout to avoid cart abandonment

Key findings

person standing and looking at hour glass with 38% graphic

Next-day delivery is not common

Just 38% of the brands offered next-day delivery. With the world returning to normal, the speed of delivery will once again be important to customers.

person checking map on smartphone graphic

Collection services are lacking

Only 10% of the DTC brands offer a collection service, whether from store or from a parcel shop. This is far below industry averages, where 87% offer this service.

Buy now pay later

‘Buy now, pay later’ is not popular

Just 20% of the DTC retailers offer ‘buy now, pay later’ services at checkout. These payment methods are increasingly popular with consumers so this is surprising.

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