Inside the UK’s top 100 retailers’ post-purchase secrets
Download the study for exclusive post-purchase insights
Research summary
In the competitive world of eCommerce, the moments after checkout define customer loyalty. From delivery transparency to returns handling, every interaction shapes the overall experience. But how do the UK’s top 100 online retailers perform in these critical areas?
This report examines industry-leading strategies, highlighting where retailers are excelling and where opportunities for improvement remain. Learn how top brands leverage technology, sustainability, and communication to create a seamless post-purchase journey.
In this study, you’ll discover
- How leading retailers approach returns flexibility and its impact on customer retention
- The role of automation and AI-driven customer service in improving efficiency
- How tracking transparency builds trust and enhances the delivery experience
- The growing focus on sustainability in packaging and its effect on brand perception
More than half of all shoppers consider the time between purchase and delivery to be the most emotional part of the shopping experience. Memorable post-purchase experiences lead to more satisfied customers, fewer service inquiries, and higher sales.
Despite the growing emphasis on customer experience, many retailers still fall short in key areas like returns, communication, and delivery accuracy. The data highlights where brands are excelling—and where gaps remain.
Key stats that matter
of top UK retailers offer free returns
of retailers fail to communicate with customers during the returns process
retailers fail to meet their advertised delivery times
