German shipping study 2023
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Research summary
Shipping is a critical touchpoint in the customer journey, and how you manage it can make or break your brand’s reputation. Our 2023 shipping study provides in-depth analysis and insights into the current state of shipping, highlighting what top brands are doing to meet and exceed customer expectations.
In this study, you’ll discover
- Key shipping trends and customer expectations in 2023
- Benchmarks for delivery speed, communication, and transparency
- How leading brands are optimizing their shipping processes
- Insights into the impact of shipping on customer loyalty and satisfaction
Customers expect proactive updates on their orders, yet many retailers fail to provide clear, timely communication—turning what should be a positive experience into frustration.
Despite growing expectations for fast and transparent shipping, many retailers still struggle with post-purchase communication. The data highlights where brands are losing customer trust—and where they can improve.
Key stats that matter
Nearly half of German online retailers stop communicating with customers after shipping confirmation
More than one in four orders arrive late
Nearly half of retailers redirect tracking links to carriers instead of keeping customers on their own website
