Research and reports
Discover insights into post-purchase experience, e-commerce shipping and more.
Consumer Research / Global
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 ReadFashion / Global
Why style your post-purchase experience?
Discover post-purchase trends, insights and opportunities from the leading apparel e-retailers. Check out our report. ReadWhere is my Order / Global
How fashion brands can reduce "WISMO" inquiries
A retailer's guide to reducing WISMO customer service enquiries during deliveries. ReadReturns / French
How do French online retailers manage returns?
Trends, prospects and opportunities for the 150 largest online retailers operating in France ReadOperations Experience / German
Shipping experiences at German online retailers in the health & beauty sector
Operations Experience Management Study 2022 ReadOperations Experience / German
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? ReadOperations Experience / UK
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. ReadOperations Experience / USA
Your guide to leveling up your post-purchase strategy 2022
Benchmark your experience against top brands like Apple, Target, and Nordstrom. ReadOperations Experience / German
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. ReadConsumer Research / German
Customer communication in case of delivery delays
How to keep your customers happy despite long delivery times ReadDirect to Consumer / USA
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? ReadDirect to Consumer / German
German DTC Returns Report 2021
Discover how well DTC brands in Germany currently manage their returns. ReadDirect to Consumer / German
German DTC Post-Purchase-Experience Report 2021
How good is the customer experience after completing a purchase online with DTC brands in Germany? ReadDirect to Consumer / French
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. ReadDirect to Consumer / German
German DTC Sustainability Report 2021
Many DTC brands advertise with sustainability promises. But how much attention is paid to sustainable aspects? ReadOperations Experience / French
French Operations Experience holiday season report 2021
Find out how to anticipate customer expectations with proactive communications during the holiday season in France. ReadOperations Experience / UK
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. ReadOperations Experience / German
German Operations Experience holiday season report 2021
Find out how to anticipate customer expectations with proactive communications during the holiday season in Germany. ReadOperations Experience / USA
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. ReadDirect to Consumer / USA
US DTC Returns Report 2021
How can brands harness returns data into a better experience that recovers revenue and builds lasting customer relationships? ReadDirect to Consumer / USA
US DTC Data Report 2021
Discover why a big part of the DTC ethos is owning your customer data to offer a better experience. ReadDirect to Consumer / French
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. ReadDirect to Consumer / UK
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. ReadDirect to Consumer / USA
US DTC Sustainability Report 2021
Discover how DTC brands can improve sustainability through last mile experiences and learn about DTC Industry standards. ReadReturns / German
German E-Commerce Returns Study in 2021
A special evaluation of the e-commerce shipping study 2021. ReadDirect to Consumer / UK
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. ReadDirect to Consumer / USA
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. ReadHealth & Beauty / UK
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. ReadConsumer Research / UK
Consumer Home Delivery Review 2020/21
See how the pandemic affected the way UK customers feel about home delivery. ReadOperations Experience / USA
Comparing Operations Experience in US Retail 2021
How does your post-sales experience measure up against brands such as Walmart, Costco, and Amazon? ReadOperations Experience / UK
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. ReadOperations Experience / German
German E-Commerce Shipping Study 2021
How do the German top 100 online stores perform in the areas of checkout, shipping & returns? ReadWhere is my Order / Global
How do you tackle WISMO calls?
A retailer's guide to reducing WISMO customer service enquiries during deliveries. ReadConsumer Research / Global
Peak 2020: Meet the "New Customer"
Discover how to create loyal brand ambassadors during a digital holiday season. ReadConsumer Research / Global
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. ReadFashion / UK
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. ReadOperations Experience / UK
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. ReadWhitepaper / Global
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. ReadGerman
German E-Commerce Shipping Study 2020
In this study, we investigated the shopping experiences Germany’s Top 100 retailers. Find out more. ReadReturns / Global
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. ReadWhitepaper / Global
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. ReadWhitepaper / German
Customer Centricity in E-Commerce
Read our whitepaper and discover why customer centricity should not stop at online retailing. ReadOperations Experience / German
German E-Commerce Shipping Study 2018
We investigated the Operations Experience of Germany’s top 100 online shops. ReadWhitepaper / German
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. ReadWhitepaper / German
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. ReadWhitepaper / German