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Research
UK eCommerce shipping study 2019
Shipping shapes customer retention in eCommerce. Our 2019 study explores UK brands' shipping strategies, revealing trends, best practices, and case studies to help optimize delivery experiences and meet customer expectations.
August 6, 2020
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Research summary
Shipping is a critical touchpoint in the eCommerce journey, with a significant impact on customer retention. Our 2019 study provides in-depth insights into the shipping practices of UK eCommerce brands, highlighting what works best to meet and exceed customer expectations.
In this study, you’ll discover
- Key trends in UK eCommerce shipping
- How shipping speed and transparency influence customer loyalty
- Best practices for optimizing delivery experiences
- Case studies of UK brands excelling in shipping performance
After checkout, most retailers stop communicating with customers, leaving them to seek updates themselves—missing a crucial opportunity to enhance loyalty and retention.
Many UK retailers focus on fast delivery but neglect post-purchase engagement. Personalized updates and proactive communication can turn shipping into a loyalty driver rather than just a logistical step.
Key stats that matter
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Nearly all UK retailers fail to provide a personalized post-purchase experience
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Almost three-quarters of retailers offer express delivery, but only a few provide same-day options
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More than six in ten retailers offer free returns, yet many lack proactive return communication
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