Inside the UK's Top 100 Retailer's Post-Purchase Secrets

In the fast-paced world of e-commerce, the post-purchase experience – from order confirmation to delivery and returns – is where customer loyalty is won or lost. This report reveals how the UK’s top 100 online retailers excel in this crucial phase, providing benchmarks for other retailers to optimize their services.

Key Insights:

• High Rate of Free Returns: 72% of top retailers offer free returns, but nearly 30% do not, deterring customers who value flexibility.
• Customer Service Automation: 66% use chatbots, reflecting a shift towards efficient, automated customer service.
• Tracking and Transparency: 55% of retailers link tracking to the carrier, enhancing customer trust.
• Environmental Impact: 58% of packaging contains plastic, highlighting the need for sustainable practices.
• Communication During Returns: 40% of retailers don’t communicate during returns, leading to dissatisfaction.

Discover actionable strategies and benchmarks that can elevate your customer service, and learn how leading retailers use technology and sustainable practices to deliver exceptional post-purchase experiences.

Ready to redefine your e-commerce success? Download now and put customer experience at the heart of your business.