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.
parcellab german ecommerce shipping study 2020 thumbnail

Of the brands we studied:

%

do not take sustainability measures

%

do not communicate during returns

%

still use the carrier track & trace page

Download for free:

And while you’re here…

Check out more research from our team 

parcellab post purchase customer experience logistics infographic 2019

The Essential Guide For E-Commerce Retailers 2019

parcellab uk ecommerce fashion study 2020 thumbnail of woman infront of wall

UK E-Commerce Fashion Study 2020

parcellab impact of covid-19 on customer experience thumbnail of man with mask delivering packages

The Impact Of Covid-19 On Customer Experience In Retail

parcellab post purchase customer experience logistics infographic 2019

The Essential Guide For E-Commerce Retailers 2019

parcellab uk ecommerce fashion study 2020 thumbnail of woman infront of wall

UK E-Commerce Fashion Study 2020

parcellab impact of covid-19 on customer experience thumbnail of man with mask delivering packages

The Impact Of Covid-19 On Customer Experience In Retail