How do UK fashion retailers manage post-checkout experiences?
In this study, we researched the UK’s top 100 retail fashion brands to shed light on the standard of customer experience.
We investigated:
Checkout
What is the standard for a good checkout experience? Do fashion brands offer customers flexibility with payment methods, shipping options, guest checkout or free delivery? Take a look.
Shipping
How do fashion retailers communicate with their customers during delivery? What messages do they send, and when does contact stop? Learn from the best and worst examples we found.
Returns
Do retailers communicate proactively during returns? We investigated the returns processes of fashion retailers, paying attention to how well they communicated and how quickly remittance was received.
Of the brands we studied:
14%
do not send any tracking information
60%
rely on the carrier's track & trace page
93%
end communication at dispatch
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.
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.
D2C returns study 2023
What return experiences classic brands and young D2C brands offer their customers. Read
Digital Go-To-Market Review: Luxury Fashion Brands
In this report, Forrester has reviewed the digital experience of 15 luxury brands Read
D2C Post-Purchase Experience Study 2023
An analysis of 50 well-known D2C and corporate brands in Germany Read