How do you compare? Our latest benchmark study, compiled from over 7B+ interactions and 650+ retailers, shows 6 magical moments where you can build a stronger emotional connection across your customer’s shopping journey — and examples of brands that do this best.
high value items faster.
Orders valued at over $500 are returned
are faster in the UK
Packages in the UK are delivered
within 2 days 80% of the time,
compared to only 39% in the US.
Consumers desire timely information – even when there’s a problem.
Delayed package emails have a
63% open rate.
Retailer benchmarks for the shopping journey
Get a detailed look at trends and best-in-class retailer examples of how they engage with consumers at critical points in their shopping journey — from the moment a shopper adds an item to their cart until after they receive
In this report we’ll cover:
- Performance benchmarks and industry trends along the customer journey by country and category.
- Best-in-class examples from live retailers to match each of the six magical moments.
- Actionable steps and recommendations to help you immediately improve your customer experience.
This report analyzes more than 7 billion interactions worldwide and 650+ retailers’ customer purchasing journeys, identifying the touchpoints and brands that are successfully building emotional connections with customers.
Get access to the report
The moment you decide
to add a product to your cart/basket
What type of information do shoppers need to make a decision to buy?
The moment before
abandoning the basket
What can deter shoppers to not click buy?
The moment after purchase when the order is confirmed
& delivery anticipation starts
How can brands & retailers continue to build relationships after a shopper has made a purchase?
The moment the delivery arrives…or is delayed
How can brands & retailers remove friction when shipments don’t go as planned?
The moment a customer decides to initiate a return
What do shoppers demand when it comes to returns?
The moment the
customer decides to
make another purchase
How can brands & retailers turn one-time customers into loyal advocates?
Retention & education are a big focus for us in general, so we take advantage of this additional touchpoint to move that agenda forward.
Senior Product Manager at Dollar Shave Club