Post-purchase audit
Post-purchase audits like you’ve never seen before
Gain unparalleled insight into your post-purchase customer experience, gaps and growth opportunities.
The ultimate post-purchase platform
Close the experience gaps and identify growth opportunities with our consultancy-grade post-purchase audit
Most brands lose visibility after checkout—but that’s where the customer experience really begins. Our free post-purchase experience (PPX) audit helps you see exactly what’s working, and what’s not —so you can fine-tune your journey, close gaps, and uncover new opportunities for growth.
Realize your PPX potential
Reduce uncertainty and encourage confident checkouts with a dynamic delivery promise and order protection.
Customers expect clear, helpful updates about their orders. If your emails, tracking packages, or returns process aren’t hitting the mark, we’ll help you turn them into moments that drive engagement and repeat purchases.
Fix critical friction points
68% of retailers can improve their international shipping experience
Unexpected fees, long delivery times, and tracking gaps are common pain points for global shoppers. Our audit highlights exactly where the international experience breaks down—so you can deliver smoother, more reliable global shipping.
Unlock revenue growth
22% more repeat purchases for PPX savvy retailers
Brands that invest in their post-purchase journey outperform on retention, satisfaction, and cost efficiency—proving that seamless experiences drive real customer loyalty and revenue growth. We’ll show you how you compare, and how to level up.
Benefits of PPX audit
Shine a light on your post-purchase user experience
Reveal hidden friction points
Are customers left wondering where their order is? Are returns confusing or delayed? Our post purchase audit uncovers weak spots in your communications, which are causing frustration, confusion, and customer churn.
See your brand through your customers’ eyes
Get an unfiltered view of a real shopper experience, from checkout to delivery and return. We’ll show you what’s working, what’s not, and what competitors are doing better.
Find new ways to boost engagement & retention
Post-purchase is full of untapped engagement potential. We help you transform WISMO inquiries, split shipments, and delivery delays into brand-building, loyalty-boosting moments.
Get internal buy-in with data that speaks volumes
Our expert-led report doesn’t just show gaps—it equips you with shareable, benchmarked insights that help secure support across teams and drive real CX improvements.
How it works
Inquiry to opportunity in 4 steps
Our simple, structured process gives you real customer insights—fast.
Step 1
We place an order
Acting as a mystery shopper, our team completes a real transaction with your brand—capturing the full journey from checkout through to delivery, returns, and refunds. This can be a standard or targeted journey, if you want to focus on specific CX challenges.
Step 2
We audit the entire experience
We assess everything from checkout to order updates, tracking visibility, packaging quality, and service touchpoints, and benchmark your performance against 1,500+ leading brands, using millions of parcelLab data points and our PPX Maturity framework.
Step 3
We present your findings in a live demo
We walk you through your audit, highlighting key insights, friction points, missed opportunities, and standout moments across the journey. Our team will help you turn these findings into actionable next steps to optimize your PPX and boost customer satisfaction.
Step 4
You receive a personalized report
Your audit includes a tailored, data-backed report with clear recommendations—perfect for internal alignment, next-step planning, and securing stakeholder buy-in.
Post-purchase experience gaps are costing you, right now
Frustrated customers don’t come back. They don’t recommend your brand. And they rarely forgive a poor experience.
Our consultancy-grade post-purchase experience (PPX) audit—the only one of its kind—uncovers the issues already impacting your customers and your bottom line.
While consultancy firms charge thousands for CX analysis, parcelLab provides unrivalled, contextual insights without the hefty price tag—using millions of data points, 550+ carrier partnerships, and benchmarks from over 1,500 global brands.
The gaps are real. The cost is ongoing. Let us help you fix it.
Get started
Ready to see what your customers see?
parcelLab’s post purchase audit gives you the clarity and confidence to deliver a seamless post-purchase experience—every time.
Get your free assessment
Gain unparalleled insight into your retail customer experience, post-purchase gaps, and growth opportunities.
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What people say about our PPX audits
Real insights. Real impact. See what impact our audits have, and how brands are using them to optimize their post-purchase experience and drive customer loyalty.
parcelLab user
Double Good
“We had very little visibility into the delivery experience our customers are having. Not only has parcelLab cut down our WISMO tickets almost in half, but our customers love the more frequent communications and new track and trace page.”
Juan Pedros, Agora Shipping
Validated reviewer via G2
“With the help of parcelLab, our shipment tracking and customer communication issues have been addressed. The audit centralization of shipment tracking data has enhanced customer expectation management and reduced support inquiries. The notifications and tracking pages with branded content have improved our brand image and customer engagement. This has helped to reduce the time spent on solving problems from customers thereby increasing our ability to serve the customers in a proactive manner hence increasing the level of satisfaction from the customers hence improving the retention level of the customers.
Mark Dunlap
Global Head of Solutions Consulting
“Brands are often surprised by how many gaps they uncover – especially in areas they assumed were seamless. What feels smooth internally can look very different to a customer.”
Mystery shopper
parcelLab
“Split shipments, unclear tracking, and inconsistent returns are common friction points. Once retailers see the full journey, they realize how much is being left on the table.”
Experience your brand like your customers do
