The state of UK online retail in 2021

How does your post-sales experience measure up against brands such as ASOS, Look Fantastic and Zara?
Get an in-depth analysis of the post-sales experiences provided by UK retailers to establish best practices, common mistakes, and opportunities to outperform competitors
us operations experience study 2021 holding smartphome

Key findings

Analysis of the checkout, shipping, delivery and returns processes of the UK’s top 150 retailers
has revealed some shocking insights that brands can learn from:

Free shipping comes with barriers

Just 17% of retailers offer free delivery with no restrictions. A further 62% offer it with a minimum order value but this can be up to £200 for some retailers. When charged, average delivery cost is £3.92.

‘Buy now, pay later’ popularity continues to grow

41% of the retailers have partnered with a ‘buy now, pay later’ provider. Klarna remains as the most popular. With some retailers taking up to 40 days to refund, these services where you only pay for what you keep are incredibly popular with consumers.

Customers are left in the dark during delivery

87% of retailers stop communicating with their customers after checkout. This means that the majority of UK consumers are left hoping the carrier will communicate with them about their order. For 17% of the orders this didn’t happen.

Returns options are lacking

43% of the retailers offer 3 or more returns options. Returns flexibility is vital for customer satisfaction: the more offered, the better. One customer’s convenient drop-off will be different to another’s, so we would expect more retailers to offer 3 or more.

Stuart Hill
SVP of Logistics

farfetch SVP of Logistics Stuart Hill

“Any retailer, in any market, wants to make sure that the post-sales experience is as great as it can be. So any improvement will increase the percentage of returning customers. 

When there are specialists like parcelLab in the market that can solve that problem using minimal resources, it makes sense to partner externally on this and offer customers an immediate benefit.”

Discover your next competitive advantage

Get best practices from ASOS, Look Fantastic, Bose and Zara straight to your inbox, and uncover new opportunities to gain an advantage over your competitors.

Why parcelLab?

Our platform is the central data hub for brands to build and manage all branded customer communication. Our technology enables brands to take their approach to the next level by orchestrating all post-sales processes and data sources in one hyper personalised, seamless, end-to-end experience. The fully customizable platform adapts to your brand’s needs and allows for true differentiation with customer-centricity at the heart of it.  

For brands, that means more chances to create relationships that last. And for the people that buy from you, it means turning mundane operational moments into moments of joy.

Be different & define your own outstanding customer experience.