German DTC post-purchase experience report 2021
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Research summary
The post-purchase phase is crucial for building lasting relationships with customers, especially in the direct-to-consumer (DTC) space. Our 2021 report provides valuable insights into how German DTC brands are optimizing the post-purchase experience to drive customer satisfaction and loyalty.
In this study, you’ll discover
- Key trends shaping the post-purchase experience in Germany
- How effective communication can enhance customer satisfaction
- The impact of delivery and returns on customer loyalty
- Case studies of German DTC brands leading in post-purchase excellence
DTC brands have full control over the customer journey, yet many still fail to provide transparency and engagement after checkout—leaving customers in the dark when it matters most.
Many DTC brands overlook key touchpoints that influence customer satisfaction, from clear shipping updates to personalized engagement. The data shows where brands are falling short—and where the biggest opportunities lie.
Key stats that matter
More than half of DTC brands in Germany do not provide an estimated delivery date at checkout
Three out of four DTC brands require a minimum order value for free shipping
Nearly nine out of ten DTC brands send generic, non-personalized shipping confirmations
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