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~ Salesupply ~

POST-PURCHASE BENCHMARK UK

HOW THE UK’S TOP 100 RETAILERS

SCORE ON DELIVERY, CUSTOMER

SERVICE AND RETURNS

Text: Ruud den Rooijen // Photos: Salesupply

A vast post-purchase benchmark, carried out by e-commerce customer care – and fulfilment
specialist Salesupply together with post-purchase experience provider parcelLab, highlights
significant gaps in delivery reliability, customer service availability – and performance and
returns management for the top 100 UK retailers.

he UK’s Top 100 Retailers’ Post-Purchase Delivery Performance: Falling Short of Promises
Secrets Report 2024 identifies key areas The study discovered that half of the retailers fail to provide
Twithin the post-purchase journey where essential delivery information on their product pages,
retailers need to improve to enhance customer impacting customer decisions and satisfaction.
satisfaction and retention, with a particular
emphasis on customer service and delivery “Our report underscores the critical need for UK retailers
processes. to enhance their services,” stated Tobi Buxhoidt, Founder
at parcelLab. “Nearly 40% of retailers do not meet their
advertised delivery times, highlighting a gap between
customer expectations and service delivery. Reliable delivery
is crucial for customer satisfaction and retention, and many
retailers are falling short. This is a stark reminder that
timely and dependable delivery is foundational to customer
satisfaction and retention.”

Although more than half (55%) of retailers link their tracking
directly to the carrier which improves transparency and
trust with customers, that means nearly half are missing an
opportunity to enhance customer experience through better
tracking visibility.

The report also found that nearly 20% of retailers always
charge for delivery. Over 80% of retailers provide express
delivery, averaging £6.93, with industries like health,

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