German DTC Post-Purchase-Experience Report 2021

How good is the customer experience after completing a purchase online with DTC brands in Germany?

How good is the customer experience after completing a purchase online at DTC brands in Germany and where is there room for improvement? It is not only the post-purchase communication that influences the customer experience, but also factors such as different delivery options, the use of a guest account or free returns play a major role.

Key findings

For 76% of the DTC brands surveyed, a minimum order value must be reached to take advantage of free shipping.

53% redirect their customers to a third-party tracking site, and 29% do not provide the customer with a tracking link at all.

More than half (53%) do not provide an expected delivery date at checkout, leaving their customers in the dark.

Research

Are the UK’s top retailers getting returns experiences right?

Research

D2C returns study 2023

Research

D2C Post-Purchase Experience Study 2023

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German DTC Post-Purchase-Experience Report 2021

Key findings

For 76% of the DTC brands surveyed, a minimum order value must be reached to take advantage of free shipping.

53% redirect their customers to a third-party tracking site, and 29% do not provide the customer with a tracking link at all.

More than half (53%) do not provide an expected delivery date at checkout, leaving their customers in the dark.

Are the UK’s top retailers getting returns experiences right?

D2C returns study 2023

D2C Post-Purchase Experience Study 2023

Products

platform

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German DTC Post-Purchase-Experience Report 2021

Key findings

For 76% of the DTC brands surveyed, a minimum order value must be reached to take advantage of free shipping.

53% redirect their customers to a third-party tracking site, and 29% do not provide the customer with a tracking link at all.

More than half (53%) do not provide an expected delivery date at checkout, leaving their customers in the dark.

Are the UK’s top retailers getting returns experiences right?

D2C returns study 2023

D2C Post-Purchase Experience​ Study 2023​

D2C Post-Purchase Experience Study 2023