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Research
UK post-purchase experience report 2022
The post-purchase experience drives satisfaction and loyalty. Our report examines how UK retailers use personalized communication, seamless delivery, and returns to build strong customer relationships and increase retention.
March 17, 2022
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Research summary
The post-purchase experience is a vital touchpoint that can significantly impact customer satisfaction and brand loyalty. Our 2022 report examines the practices of UK retailers, highlighting how they are enhancing the post-purchase phase to meet evolving customer expectations.
In this study, you’ll discover
- Key trends in post-purchase experiences across the UK
- How personalized communication can boost customer satisfaction
- The role of delivery and returns in shaping customer perceptions
- Case studies of UK brands leading the way in post-purchase excellence
Shipping and delivery are the most emotional part of the buying journey, yet most retailers fail to engage customers during this critical phase—missing a key opportunity to build trust and loyalty.
Many UK retailers miss key post-purchase touchpoints that influence trust and loyalty. From lack of communication to inconsistent updates, these gaps create frustration for customers.
Key stats that matter
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Nearly eight in ten UK retailers stop communicating with customers after dispatch
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Seven in ten delayed orders were not communicated to customers
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Nearly nine in ten orders arrived on time, but proactive updates about delivery status remain inconsistent across retailers
