Research and reports
Discover insights into post-purchase experience, e-commerce shipping and more.
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