ParcelLab – Operations Experience 2021: How does UK retail measure up?

With online sales continuing to boom with the undeniable shift to ecommerce seen during the pandemic, post-purchase experiences are becoming increasingly important in ensuring retailers not only convert a sale, but close the loyalty loop so that shopper returns, improving loyalty and driving up customer life-time value.

The latest report from the leading operations experience platform, parcelLab, delivers unique and original insight from extensive, in-depth research conducted among the UK’s top 150 retail brands.

Combines over 10,000 data points, it explores and benchmarks how the leading retailers perform across check-out, delivery and returns, and offers best practice and advice for retailers and brands on how they can understand, review and learn to leverage the largest untapped revenue channel.  It explores:

  1. 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?
  2. Delivery: 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?
  3. 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.

Download the full report: here

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