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State of post-sales customer experience 2021

At parcelLab we have analyzed more than 400 retailers in the US, UK, Germany and France and the findings are seriously surprising.

Did you know?

– 87% of retailers still ignore their customers after dispatch
– Only 57% of US retailers offer free returns


In 2020, we analyzed the post-sales experience of more than 400 retailers in the US, UK, Germany and France, and the findings are seriously surprising. Despite the 10x growth of e-commerce in 2020, even the largest online retailers still fail to deliver the experiences their customers expect. Why?

In this webinar we will explore key findings from our Operations Experience study (featuring examples from ASOS, Bose, Walmart and others), as well as discussing the trends and critical points of focus for post-sales experience in 2021.

What you’ll learn

  • How retailers and brands across the world leverage the largest untapped marketing channel
  • Why customer centricity still ends after checkout even for the largest retailers
  • What you can do right now to enhance your operations experience and delight your buyers


Anton Eder Co-Founder & COO parcelLab
Julia Henry US Marketing and Communications Manager parcelLab
Angus Knights Head of Product Success parcelLab
Charlotte Talon Global Marketing Campaign Manager parcelLab

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