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Research
German eCommerce study 2023
Retail success in Germany goes beyond products—it’s about exceptional experiences. Our report reveals strategies from top retailers, covering logistics, engagement, and best practices to drive long-term customer loyalty.
December 4, 2023
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Research summary
In a rapidly evolving retail landscape, staying ahead of the competition requires more than just good products. Our report dives into the practices and strategies of Germany’s leading retailers, revealing the secrets behind their sustained success and customer loyalty.
In this study, you’ll discover
- Proven strategies for exceptional customer experience
- How leading retailers optimize their supply chain and logistics
- Insights into innovative approaches to customer engagement
- Case studies that showcase real-world success stories
More than half of all shoppers consider the time between purchase and delivery to be the most emotional part of the shopping experience. A seamless post-purchase journey fosters customer satisfaction, reduces service inquiries, and drives repeat business.
Despite the growing focus on customer experience, many retailers still fall short in key areas like communication, sustainability, and refund processing. The data highlights where brands are excelling—and where opportunities for improvement remain.
Key stats that matter
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Nearly half of major online retailers in Germany stop communicating with customers after shipping confirmation
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Six in ten packages are overpackaged, with excessive materials relative to the product size
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Few retailers process refunds within 48 hours, with most taking significantly longer
