Research and reports

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 

Understanding post-purchase behavior

This guide will explore the ins and outs of the post-purchase experience, including what it is, why it matters, and how to optimize it. Read 

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 

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 

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 

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 

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 

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 

Why prioritizing customer retention during peak 2022 is vital for business success

The importance of customer retention strategies during peak season and tips on how to implement them successfully Read 

Why style your post-purchase experience?

Discover post-purchase trends, insights and opportunities from the leading apparel e-retailers. Check out our report. Read 

How fashion brands can reduce "WISMO" inquiries

A retailer's guide to reducing WISMO customer service enquiries during deliveries. Read 

How do French online retailers manage returns?

Trends, prospects and opportunities for the 150 largest online retailers operating in France Read 

Shipping experiences at German online retailers in the health & beauty sector

Operations Experience Management Study 2022 Read 

OXM 2022: Current trends in the German online fashion industry

How do the biggest German online fashion shops perform in terms of shipping, delivery and returns? Read 

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. Read 

Your guide to leveling up your post-purchase strategy 2022

Benchmark your experience against top brands like Apple, Target, and Nordstrom. Read 

OXM 2022: Current trends in the German post-purchase sector

An analysis of the post-purchase experience of the 100 largest online stores in Germany. Read 

Customer communication in case of delivery delays

How to keep your customers happy despite long delivery times Read 

How to turn one-and-done customers into loyalists?

Did you know repeat customers are on average 5 times more profitable than new customers? So how can you build loyalty to create more repeat, multi-time customers? Read 

German DTC Returns Report 2021

Discover how well DTC brands in Germany currently manage their returns. Read 

German DTC Post-Purchase-Experience Report 2021

How good is the customer experience after completing a purchase online with DTC brands in Germany? Read 

Returns management for DTC brands in France

Discover the practices of major DTC brands like Tediber, Sézane as well as tips to improve your return experience. Read 

German DTC Sustainability Report 2021

Many DTC brands advertise with sustainability promises. But how much attention is paid to sustainable aspects? Read 

German Operations Experience holiday season report 2021

Find out how to anticipate customer expectations with proactive communications during the holiday season in Germany. Read 

French Operations Experience holiday season report 2021

Find out how to anticipate customer expectations with proactive communications during the holiday season in France. Read 

US Operations Experience holiday season report 2021

Discover what Operations Experience Management is and how it can keep you connected to your customers during the Golden Quarter. Read 

UK Operations Experience holiday season report 2021

Find out how to anticipate customer expectations with proactive communications during the holiday season in the United Kingdom. Read 

US DTC Returns Report 2021

How can brands harness returns data into a better experience that recovers revenue and builds lasting customer relationships? Read 

US DTC Data Report 2021

Discover why a big part of the DTC ethos is owning your customer data to offer a better experience. Read 

Are DTC brands in France eco-friendly?

Find out about the state of sustainable DTC practices in the post-purchase phase and the good practices and opportunities for improvement. Read 

UK DTC Sustainability Report 2021

Find out how DTC brands must invest in their sustainability efforts during delivery and returns or risk ‘greenwashing’ their customers. Read 

US DTC Sustainability Report 2021

Discover how DTC brands can improve sustainability through last mile experiences and learn about DTC Industry standards. Read 

German E-Commerce Returns Study in 2021

A special evaluation of the e-commerce shipping study 2021. Read 

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. Read 

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. Read 

Find out the biggest mistakes UK health & beauty retailers are making

Get an in-depth analysis of the post-sales experiences provided by UK health and beauty retailers to establish best practices, common mistakes, and opportunities to outperform competitors. Read 

Consumer Home Delivery Review 2020/21

See how the pandemic affected the way UK customers feel about home delivery. Read 

Comparing Operations Experience in US Retail 2021

How does your post-sales experience measure up against brands such as Walmart, Costco, and Amazon? Read 

The state of Operations Experience in the UK for online retail 2021

An analysis of the checkout, shipping, delivery and returns processes of the UK’s top 150 retailers. Read 

German E-Commerce Shipping Study 2021

How do the German top 100 online stores perform in the areas of checkout, shipping & returns? Read 

How do you tackle WISMO calls?

A retailer's guide to reducing WISMO customer service enquiries during deliveries. Read 

Peak 2020: Meet the "New Customer"

Discover how to create loyal brand ambassadors during a digital holiday season. Read 

Operations Experience from a Customer Perspective

We surveyed 2000+ online shoppers and combined their insights and our experience to identify retailers’ key areas of improvement and actionable advice for delivering outstanding Operations Experience. Read 

We investigated the standard of e-commerce in the UK

With the number of online shoppers growing above all expectations, we created a dedicated and detailed study to investigate the status quo of e-commerce in the UK. Read 

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. Read 

The impact of Covid-19 on customer experience in retail

With more people shopping online than ever before, we wanted to know what customers expect and how brands could improve. Read 

German E-Commerce Shipping Study 2020

In this study, we investigated the shopping experiences Germany’s Top 100 retailers. Find out more. Read 

Returns in e-commerce

In this whitepaper, you will learn the reasons for high return rates in online retail and how you can minimize them. Read 

The essential guide for e-commerce Retailers 2019

Discover trends, tools and innovations that will help you make your shipping a customer experience in 2019. Read 

Customer Centricity in E-Commerce

Read our whitepaper and discover why customer centricity should not stop at online retailing. Read 

German E-Commerce Shipping Study 2018

We investigated the Operations Experience of Germany’s top 100 online shops. Read 

The essential guide for e-commerce Retailers 2018

Discover trends, tools and innovations that will help you make your shipping a customer experience in 2018. Read 

Increase shipping yield

Despite explosive growth rates in e-commerce, returns keep falling. In this whitepaper, you'll learn how to get the maximum return from your shipping. Read 

The essential guide for e-commerce Retailers 2017

Discover trends, tools and innovations that will help you make your shipping a customer experience in 2017. Read