The highs and lows:
Investigating the shopping experiences Germany’s Top 100 retailers
In this study, we explored the strengths and areas of improvement for Germany’s top 100 online shops.
We investigated the standard of checkout, shipping and returns.
Checkout
We analyzed which shipping options are available, how high the delivery charges are and how shipping times are communicated.
Shipping
How do retailers communicate with their customers? We looked at the parcel tracking & shipping notifications in detail.
Return
How are returns processed and when is the money refunded? There are big differences between the retailers in service quality.
Of the brands we studied:
%
do not take sustainability measures
%
do not communicate during returns
%
still use the carrier track & trace page
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And while you’re here…
Check out more research from our team
The Essential Guide For E-Commerce Retailers 2019
UK E-Commerce Fashion Study 2020
The Impact Of Covid-19 On Customer Experience In Retail
The Essential Guide For E-Commerce Retailers 2019
UK E-Commerce Fashion Study 2020