German eCommerce customer perspective study 2024
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Research summary
Our comprehensive analysis reveals what online shoppers in Germany expect from shipping and returns. With in-depth analysis of over 1,000 online shoppers in Germany, our research highlights critical areas for improvement and provides practical solutions for online retailers. Understand how sustainable practices and smart technologies can improve the customer experience and drive lasting customer satisfaction.
In this study, you’ll discover
- Customer expectations: Key insights into shipping and returns preferences
- Optimization potential: Practical solutions to increase satisfaction
- Sustainable innovation: Trends in green shipping options
- Technology Focus: The impact of real-time tracking and intelligent technologies
Customers expect transparency at every stage of their order journey. Poor communication and unexpected delays don’t just frustrate shoppers—they drive them away.
Retailers who fail to provide proactive communication risk losing customer trust. From shipping delays to unclear return policies, these pain points drive frustration and churn.
Key stats that matter
More than half of online shoppers have experienced late deliveries
Over a third of customers are frustrated by missing or delayed shipping updates
Six in ten customers contact customer service after a negative delivery experience
