Research and reports

Discover insights into post-purchase experience, e-commerce shipping and more.

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Consumer Research / USA

US e-commerce returns​ study 2022

Findings from orders with the 200 largest e-commerce retailers in the United States, placed between November 2021 and January 2022. parcelLab partnered with YouGov to gather customer insights and shopper perceptions around returns. Read 

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Returns / UK

Are the UK’s top retailers getting returns experiences right?

This report analyses the returns experiences offered by the UK’s top 200 retailers. We examine cost, returns options, customer communications and much more. Read 

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USA

Gen Z and Millennial Shopping Insights Study

Go behind the scenes with today’s Gen Z and Millennial Shoppers to uncover what drives their purchasing decisions - and their loyalty. Read 

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Returns / German

German E-commerce returns study 2022

Comparison of customer expectations and returns processes and services of 100 of the largest online stores in Germany Read 

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Consumer Research / Global

Why prioritizing customer retention during peak 2022 is vital for business success

The importance of customer retention strategies during peak season and tips on how to implement them successfully Read 

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Fashion / Global

Why style your post-purchase experience?

Discover post-purchase trends, insights and opportunities from the leading apparel e-retailers. Check out our report. Read 

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Where is my Order / Global

How fashion brands can reduce "WISMO" inquiries

A retailer's guide to reducing WISMO customer service enquiries during deliveries. Read 

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Returns / French

How do French online retailers manage returns?

Trends, prospects and opportunities for the 150 largest online retailers operating in France Read 

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Operations Experience / German

Shipping experiences at German online retailers in the health & beauty sector

Operations Experience Management Study 2022 Read 

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Operations Experience / German

OXM 2022: Current trends in the German online fashion industry

How do the biggest German online fashion shops perform in terms of shipping, delivery and returns? Read 

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Operations Experience / UK

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

We looked at the post-purchase experience offered by the UK’s top 200 online retailers, such as & Other Stories, Bose and Zara. Read 

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Operations Experience / USA

Your guide to leveling up your post-purchase strategy 2022

Benchmark your experience against top brands like Apple, Target, and Nordstrom. Read 

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Operations Experience / German

OXM 2022: Current trends in the German post-purchase sector

An analysis of the post-purchase experience of the 100 largest online stores in Germany. Read 

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Consumer Research / German

Customer communication in case of delivery delays

How to keep your customers happy despite long delivery times Read 

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Direct to Consumer / USA

How to turn one-and-done customers into loyalists?

Did you know repeat customers are on average 5 times more profitable than new customers? So how can you build loyalty to create more repeat, multi-time customers? Read 

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Direct to Consumer / German

German DTC Returns Report 2021

Discover how well DTC brands in Germany currently manage their returns. Read 

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Direct to Consumer / German

German DTC Post-Purchase-Experience Report 2021

How good is the customer experience after completing a purchase online with DTC brands in Germany? Read 

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Direct to Consumer / French

Returns management for DTC brands in France

Discover the practices of major DTC brands like Tediber, Sézane as well as tips to improve your return experience. Read 

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Direct to Consumer / German

German DTC Sustainability Report 2021

Many DTC brands advertise with sustainability promises. But how much attention is paid to sustainable aspects? Read 

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Operations Experience / French

French Operations Experience Peak report 2021

Find out how to anticipate customer expectations with proactive communications during the peak season in France. Read 

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Operations Experience / German

German Operations Experience Peak report 2021

Find out how to anticipate customer expectations with proactive communications during peak season in Germany. Read 

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Operations Experience / UK

UK Operations Experience Peak report 2021

Find out how to anticipate customer expectations with proactive communications during peak season in the United Kingdom. Read 

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Operations Experience / USA

US Operations Experience Peak report 2021

Discover what Operations Experience Management is and how it can keep you connected to your customers during the Golden Quarter. Read 

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Direct to Consumer / USA

US DTC Returns Report 2021

How can brands harness returns data into a better experience that recovers revenue and builds lasting customer relationships? Read 

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Direct to Consumer / USA

US DTC Data Report 2021

Discover why a big part of the DTC ethos is owning your customer data to offer a better experience. Read 

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Direct to Consumer / French

Are DTC brands in France eco-friendly?

Find out about the state of sustainable DTC practices in the post-purchase phase and the good practices and opportunities for improvement. Read 

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Direct to Consumer / UK

UK DTC Sustainability Report 2021

Find out how DTC brands must invest in their sustainability efforts during delivery and returns or risk ‘greenwashing’ their customers. Read 

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Direct to Consumer / USA

US DTC Sustainability Report 2021

Discover how DTC brands can improve sustainability through last mile experiences and learn about DTC Industry standards. Read 

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Returns / German

German E-Commerce Returns Study in 2021

A special evaluation of the e-commerce shipping study 2021. Read 

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Direct to Consumer / UK

DTC checkout experience is failing to deliver

Our latest research finds at DTC brands must optimise their pre-purchase customer experience or risk losing sales. Read 

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Direct to Consumer / USA

US DTC Post-Purchase Experience Report 2021

A winning formula for how you can outperform your DTC competitors with Post-Purchase Experience from our team of experts. Read 

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Health & Beauty / UK

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. Read 

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Consumer Research / UK

Consumer Home Delivery Review 2020/21

See how the pandemic affected the way UK customers feel about home delivery. Read 

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Operations Experience / USA

Comparing Operations Experience in US Retail 2021

How does your post-sales experience measure up against brands such as Walmart, Costco, and Amazon? Read 

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Operations Experience / UK

The state of Operations Experience in the UK for online retail 2021

An analysis of the checkout, shipping, delivery and returns processes of the UK’s top 150 retailers. Read 

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Operations Experience / German

German E-Commerce Shipping Study 2021

How do the German top 100 online stores perform in the areas of checkout, shipping & returns? Read 

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Where is my Order / Global

How do you tackle WISMO calls?

A retailer's guide to reducing WISMO customer service enquiries during deliveries. Read 

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Consumer Research / Global

Peak 2020: Meet the "New Customer"

Discover how to create loyal brand ambassadors during a digital peak season. Read 

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Consumer Research / Global

Operations Experience from a Customer Perspective

We surveyed 2000+ online shoppers and combined their insights and our experience to identify retailers’ key areas of improvement and actionable advice for delivering outstanding Operations Experience. Read 

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Fashion / UK

How do UK fashion retailers manage post-checkout experiences?

In this study, we researched the UK’s top 100 retail fashion brands to shed light on the standard of customer experience. Read 

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Operations Experience / UK

We investigated the standard of e-commerce in the UK

With the number of online shoppers growing above all expectations, we created a dedicated and detailed study to investigate the status quo of e-commerce in the UK. Read 

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Whitepaper / Global

The impact of Covid-19 on customer experience in retail

With more people shopping online than ever before, we wanted to know what customers expect and how brands could improve. Read 

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German

German E-Commerce Shipping Study 2020

In this study, we investigated the shopping experiences Germany’s Top 100 retailers. Find out more. Read 

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Returns / Global

Returns in e-commerce

In this whitepaper, you will learn the reasons for high return rates in online retail and how you can minimise them. Read 

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Whitepaper / Global

The essential guide for e-commerce Retailers 2019

Discover trends, tools and innovations that will help you make your shipping a customer experience in 2019. Read 

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Whitepaper / German

Customer Centricity in E-Commerce

Read our whitepaper and discover why customer centricity should not stop at online retailing. Read 

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Operations Experience / German

German E-Commerce Shipping Study 2018

We investigated the Operations Experience of Germany’s top 100 online shops. Read 

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Whitepaper / German

The essential guide for e-commerce Retailers 2018

Discover trends, tools and innovations that will help you make your shipping a customer experience in 2018. Read 

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Whitepaper / German

Increase shipping yield

Despite explosive growth rates in e-commerce, returns keep falling. In this whitepaper, you'll learn how to get the maximum return from your shipping. Read 

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Whitepaper / German

The essential guide for e-commerce Retailers 2017

Discover trends, tools and innovations that will help you make your shipping a customer experience in 2017. Read