A whopping 83% of U.K. consumers believe the online post-purchase experience could be significantly improved, but only 18% of U.K.-based retail leaders agree, according to a new study.
“It’s becoming increasingly evident that the post-purchase experience shouldn’t be a secondary concern,” said Carmen Carey, CEO of Sorted, the U.K.-based delivery software platform that sponsored the study.
The shortcomings are focused on deliveries and returns.
Delivery management platform FarEye’s Last Mile Mandate consumer survey from last fall found U.S. consumers define a positive delivery experience as having fast delivery (36%), low shipping cost (34%), and delivery tracking/visibility (28%).
