Post purchase: Are the UK’s top retailers up to scratch?

What is the state of UK online retail after the most turbulent 24 months in history? Are the largest online retailers creating the experiences their customers expect?

We looked at the post-purchase experience offered by the UK’s top 200 online retailers, such as & Other Stories, Bose and Zara. Download the report to discover how they perform!

  • The post-purchase performance of UK’s top 200 online retailers
  • What the findings mean for this sector
  • How UK retailers can improve post-purchase experience and increase customer loyalty
  • parcelLab’s selected UK top performers
UK OXM report cover

Key findings

person delivering packages

79% of retailers still ignore their customers and fail to take control of communication after dispatch

person tracking order on branded page

81% of online retailers fail to send branded or personalised shipping communication

person looking at last mile tracking page

Only 28% of online retailers host a branded tracking page

person standing next hourglass

70% of delayed orders were not communicated at all

christoph wagner test manager lidl

Stuart Hill,
FARFETCH’s
SVP of Logistics

“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.”

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 personalized, 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.