---
title: State of post-sales customer experience 2021
url: "https://parcellab.com/webinars/state-of-ox-2021/"
type: On-demand webinar
date_published: "2021-04-29T15:33:00+00:00"
date_modified: "2025-03-30T22:04:43+00:00"
description: "At parcelLab, we have analyzed more than 400 retailers in the US, UK, Germany and France and the findings are seriously surprising."
tags:
  - Delivery
  - Returns
  - Customer experience
  - Customer service
  - "eCommerce & digital"
  - Marketing
  - "Ops & logistics"
event_type: on-demand
event_date: "April 29, 2021"
---

## Series summary

The post-sales experience is a critical yet often overlooked part of the customer journey. In 2020, eCommerce grew tenfold, yet even the largest online retailers struggled to meet rising consumer expectations. To better understand these challenges, parcelLab analyzed the post-sales experience of over 400 retailers across the US, UK, Germany, and France. The findings revealed surprising gaps in customer communication, transparency, and engagement after checkout—raising the question: why are brands still falling short?

This webinar dives into the key takeaways from our Operations Experience study, featuring insights from ASOS, Bose, Walmart, and more. Our experts unpack how retailers can transform post-purchase into a powerful engagement and retention tool, rather than just a logistics process.

You’ll discover where even top brands fall short, the biggest trends shaping post-sales strategy, and immediate steps to improve customer satisfaction and operational efficiency. Don’t miss this opportunity to gain fresh perspectives and practical guidance on delivering an outstanding post-purchase experience.

 57  % 

## of US retailers offer free returns

Offering free returns can be a key competitive advantage.