Operations Experience from a Customer Perspective

We surveyed 2000+ online shoppers and combined their insights and our experience to identify retailers’ key areas of improvement and actionable advice for delivering outstanding Operations Experience.

Participants Demographics

With 51.4% female and 48.6% male participants, the gender is almost equally distributed. The group of >55-year-olds is most strongly represented with 41.3%.

Which phase of the customer journey was examined?

All stages of the customer journey, including checkout, shipping, payment and returns handling were examined.

Who is the study for?

The study is valuable for all online merchants and companies that want to improve their Operations Experience.

42%

of online shoppers want environmentally friendly packaging

68%

want to be informed proactively in the event of a delivery delay

50%

prefer an enclosed label

Research

Comparing Operations Experience in US Retail 2021

Research

Are the UK’s top retailers getting returns experiences right?

Research

Are DTC brands in France eco-friendly?

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Products

platform

Operations Experience from a Customer Perspective

Participants Demographics

Which phase of the customer journey was examined?

Who is the study for?

42%

68%

50%

Comparing Operations Experience in US Retail 2021

Are the UK’s top retailers getting returns experiences right?

Are DTC brands in France eco-friendly?

Products

platform

Share

Operations Experience from a Customer Perspective

Participants Demographics

Which phase of the customer journey was examined?

Who is the study for?

42%

68%

50%

Comparing Operations Experience in US Retail 2021

Are the UK’s top retailers getting returns experiences right?

Are DTC brands in France eco-friendly?