DTC checkout experience is failing to deliver

DTC brands have the ability to control their entire customer journey. But are they outperforming the wider e-commerce space? Put simply, no.
Our latest research finds at DTC brands must optimise their pre-purchase customer experience or risk losing sales.
How is DTC checkout experience failing to deliver?

What you’ll learn:

  • The checkout performance of DTC brands
    in the UK
  • What the findings mean for this sector
  • 8 tips on how DTC retailers can improve checkout to avoid cart abandonment

Key findings

The first in a five-part series, this report analyses the checkout processes of the UK’s top 50 DTC retailers and reveals some shocking insights that brands can learn from:

Next-day delivery is not common

Just 38% of the brands offered next-day delivery. With the world returning to normal, the speed of delivery will once again be important to customers. 

Collection services are lacking

Only 10% of the DTC brands offer a collection service, whether from store or from a parcel shop. This is far below industry averages, where 87% offer this service.

‘Buy now, pay later’ is not popular

Just 20% of the DTC retailers offer ‘buy now, pay later’ services at checkout. These payment methods are increasingly popular with consumers so this is surprising.

Delivery passes are non-existent

None of the retailers offer delivery passes – a one-off yearly payment for unlimited free deliveries. These are a great way to build customer loyalty and alleviate shipping costs. 

Stuart Hill
SVP of Logistics
FARFETCH

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.”