Research

Post-purchase experience: Are the UK’s top retailers up to scratch?

We looked at the post-purchase experience offered by the UK’s top 200 online retailers, such as & Other Stories, Bose and Zara.

What is the state of UK online retail after the most turbulent 24 months in history? Are the largest online retailers creating the experiences their customers expect?

 

We looked at the post-purchase experience offered by the UK’s top 200 online retailers, such as & Other Stories, Bose and Zara. Download the report to discover how they perform!

 

The post-purchase performance of UK’s top 200 online retailers

  • What the findings mean for this sector
  • How UK retailers can improve post-purchase experience and increase customer loyalty
  • parcelLab’s selected UK top performers

Key findings

81% of online retailers fail to send branded or personalised shipping communication

Only 28% of online retailers host a branded tracking page

70% of delayed orders were not communicated at all