Operations Experience
A customer’s perspective
We surveyed 2000+ online shoppers
We combined the survey’s insights and our experience to identify retailers’ key areas of improvement and actionable advice for delivering outstanding Operations Experience.
Participants Demographics
With 51.4% female and 48.6% male participants, the gender is almost equally distributed. The group of >55-year-olds is most strongly represented with 41.3%.
Which phase of the customer journey was examined?
All stages of the customer journey, including checkout, shipping, payment and returns handling were examined.
Who is the study for?
The study is valuable for all online merchants and companies that want to improve their Operations Experience.
Some key findings:
%
Of online shoppers want environmentally friendly packaging
%
Want to be informed proactively in the event of a delivery delay
%
Prefer an enclosed return label
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And while you’re here…
Check out more research from our team
E-Commerce Shipping Study: Germany 2020
UK E-Commerce Fashion Study 2020
The Impact Of Covid-19 On Customer Experience In Retail
E-Commerce Shipping Study: Germany 2020
UK E-Commerce Fashion Study 2020