DTC post-purchase study 2021
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Research summary
In the direct-to-consumer (DTC) market, the post-purchase phase is often overlooked, yet it plays a crucial role in building customer loyalty. Our 2021 report highlights the gaps in the DTC post-purchase experience and provides actionable insights to help brands reclaim this vital touchpoint.
In this study, you’ll discover
- The common pitfalls in DTC post-purchase strategies
- How to turn post-purchase interactions into loyalty-building opportunities
- Effective communication strategies to keep customers engaged after purchase
- Case studies of DTC brands successfully enhancing their post-purchase experience
You have your customer’s attention during the post-purchase phase—yet most brands fail to use this moment to build stronger relationships, drive loyalty, and create additional value.
Many DTC brands miss key opportunities to engage customers after checkout. From impersonal shipping updates to third-party tracking, these gaps weaken loyalty. The data highlights where brands can improve.
Key stats that matter
Nearly eight in ten DTC brands send customers to a third-party tracking page instead of keeping them on their own website
Almost all DTC brands miss the opportunity to personalize their shipping confirmations
Only one in five DTC brands provide an order tracking page on their own website
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