US Operations Experience Study 2021

Discover which US retailers are outperforming their competition

We conducted in-depth analysis of the post-checkout experiences provided by US retailers to establish best practices, common mistakes and opportunities to outperform competitors.

In this study, we shed light on the standard of customer experience by investigating the practices of  Top US Retailers.

Of the retailers we tested:

%

charge for shipping or have an order minimum to receive free shipping

%

send their customers to a carrier or other 3rd party order tracking page.

%

require customers to contact them to start a return.

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What we did:

From July to October 2020, we evaluated the checkout, shipping, delivery and returns processes of the USA’s top retailers.  After placing anonymous test orders with each retailer, we analyzed 10,662 customer experience data points.

2020’s disruption triggered unprecedented growth in e-commerce, causing online retailers extra pressure to improve their customer journey. In particular, the post-purchase experience became more important than ever. However, very few retailers have started taking steps to manage their entire Operations Experience 

Operations experience goes beyond customer communication. It harnesses the power of data to deliver a truly personalized, relevant customer journey.  Retailers that deliver an Operations Experience enjoy maximized customer loyalty, prolonged brand engagement and increased revenue. 

And while you’re here…

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