Study: The state of UK retail in 2021
parcelLab, the leading Operations Experience Management platform, has released their latest study of the UK’s top 150 retailers. The report analyses the customer experience across checkout, shipping and returns for each of the retailers. Entitled ‘Operations Experience 2021: How does UK retail measure up?’, the report aims to shed light on the state of UK retail in 2021.
After what has no doubt been the most turbulent year in history for e-commerce, the results help brands to identify the key areas of improvement to create the best possible customer experiences online.
You will learn:
– How the UK’s top retailers perform across the entire buying journey
– Which 7 retailers were selected as best-in-class in areas such as ‘Best Brand Experience’ and ‘Best Customer Experience’
– The key areas that retailers need to invest in and improve on to stand out
– How brands can understand, review and learn to leverage their largest untapped revenue channel
Commenting on the report, Tobias Buxhoidt, Co-Founder and CEO of parcelLab, said: “It’s common knowledge that online retailers have invested greatly in customer acquisition but need to put more work into their retention strategies. Loyalty is created across the entire customer journey, from easy checkout to proactive communication during shipping, and fast returns. Not investing in the experience across the entire buying cycle could be costing retailers valuable revenue.
With so many more customers shopping online now as a result of the pandemic, turning them into loyal customers is paramount. Yet what we’re seeing in the results of the study is that the UK’s top retailers are failing to deliver the experience their customers have come to expect. This has to change if they are going to thrive online.”
The ‘Operations Experience 2021: How does UK retail measure up?’ study is available to download in full HERE
