Health & Beauty UK More research

Find out the biggest mistakes UK health & beauty retailers are making

Get an in-depth analysis of the post-sales experiences provided by UK health and beauty retailers to establish best practices, common mistakes, and opportunities to outperform competitors.

Find out the biggest mistakes UK health & beauty retailers are making
 

Key findings

Analysis of the checkout, shipping, delivery and returns processes of
the UK’s top 50 health and beauty retailers has revealed some shocking insights that brands can learn from:

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Shipping options are lacking

42% of the health and beauty retailers offer just one alternative delivery method. This means that almost half of the brands are not giving their customers the choice of delivery options they expect.

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Collection services divide the brands

50% of health and beauty brands offer a pick-up service, either in-store or at a parcel shop. This is far below the industry average where 87% offer this service.

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Tracking links often broken

Only 33% of health and beauty retailers submitted a tracking link that worked immediately. Tracking errors are one of the biggest drivers of WISMO enquiries, so this result is worrying.

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.

Stuart Hill FARFETCH’s SVP of Logistics
Stuart Hill
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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.

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