Operations Experience 2021:

How does UK retail measure up?

Operations Experience 2021:

How does UK retail measure up?

In this study, we researched the UK’s top 150 retail brands to identify how brands can understand, review and learn to leverage the largest untapped revenue channel. We investigated:

Checkout

What is the standard for a good checkout experience? Do brands offer customers flexibility with payment methods, shipping options, guest checkout or free delivery? Take a look. 

Shipping

How do retailers communicate with their customers during delivery? What messages do they send, and when does contact stop? Are they promoting any sustainability measures? Learn from the best and worst examples we found.  

Returns

Do retailers communicate proactively during returns? We investigated the returns processes of the UK’s top retailers, paying attention to how well they communicated and how quickly remittance was received. 

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Of the 150 brands we studied:

%

do not send any tracking information

%

rely on the carrier's track & trace page

%

end communication at dispatch

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This study combines over 10,000 data points and our expert industry knowledge to provide actionable advice on how your brand can deliver the best possible operations experience and utilise your largest untapped revenue channel.

And while you’re here…

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