- Only 18% of retail leaders believe the post purchase could be significantly improved, compared to 80% of consumers
- 79% of consumers admitted they wouldn’t purchase from a brand again after a bad post-purchase experience
While only 18% of retail leaders believe the post purchase process can be significantly improved, a staggering 80% of consumers think there is room for improvement. That’s according to survey results from Sorted, which has shed light on the disparity between consumer expectations and retail leader perceptions regarding the post purchase experience.
The survey, consisting of 1,000 consumers and 250 retail leaders respectively across the UK, revealed that 93% of consumers consider the post purchase experience to be important. However, only 40% of retailers believe that the post purchase experience is fully optimised, indicating a considerable information gap that needs to be addressed.
Although both consumers and retail leaders agree on the overall importance of the post purchase experience – with 93% and 74% respectively acknowledging its significance – the 20% difference highlights a knowledge gap among retail leaders.
Making a difference
Of particular concern is the impact of a poor delivery experience. Seventy nine percent of consumers admitted they would be deterred from purchasing from a brand again if they encountered a subpar post purchase experience. This underscores the critical need for retailers to prioritise and enhance their delivery processes to meet customer expectations.
The survey also revealed that 60% of retail leaders who have invested in improving the PP experience reported seeing an increase in sales and revenue.
“This data clearly shows that retail leaders need to be doing more to bridge the gap between consumer expectations and their own perceptions,” said Carmen Carey, CEO of Sorted. “The impact of the post purchase experience is significant for both consumers and retail leaders. Failure to prioritise and improve this crucial stage of the customer journey can result in lost sales and damage to brand reputation. The survey results emphasise the importance of retailers understanding and meeting consumer expectations. By investing in technologies, systems, and strategies that enhance the post-purchase experience, retailers can foster customer satisfaction, loyalty, and ultimately drive business growth.
About Sorted
In today’s delivery landscape, good experiences simply aren’t good enough. It takes an outstanding delivery experience to differentiate.
Sorted’s Delivery Experience supports retailers in providing exceptional delivery experiences and analysing post-purchase performance. It empowers customers to track deliveries and returns or exchange parcels effortlessly.
Founded more than a decade ago and recognised as one of the fastest growing companies in Europe by the Financial Times, Sorted delivers transformational tech on a global scale. Trusted by leading retailers – such as ASOS and Asda – Sorted helps brands to make five-star delivery experiences their superpower.
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