The path to post-purchase

Buying online continues to grow in popularity in the UK, taking up an increasing proportion of overall retail sales, with the total value of weekly purchases hitting £1.2 billion, up £150 million on last year.

Some 80% of people buy online at least once a month, attracted by the wider selection of products, the ability to shop when they want, and the convenience of having their purchases delivered.

In fact, they are demanding more and more from the post-purchase delivery experience, emphasising that the customer journey doesn’t stop until the parcel is in a shopper’s hand, something retailers and brands must recognise as an important channel to build loyalty, retention and increase repeat sales.

Julia Henry, Post-purchase Manager, parcelLab