Fashion UK More research

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.

How do UK fashion retailers manage post-checkout experiences?
 

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

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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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