01628 702 965

Mind the customer service expectation gap

November 2021

A recent survey commissioned jointly by Brightpearl and Whistl group company Parcelhubhas revealed a gap between services consumers expect post-purchase, and what e-commerce merchants often provide. But worry not-the right technology can bring the two together. 

Whistl the survey mainly focused on the post-purchase experience, it also found that consumer merchants don't agree on what they think would stop consumers from doing business with a brand. retailers believed pre-purchase issues-like an item is out of stock or website problems-were likely to stop consumers from doing business. But whilst they might prevent an individual purchase, consumers were far more concerned in overall brand relationships about:

The post-buy-button experience was deemed by customers the most important part of the journey, and due to focus/investment should be accorded to it - especially as 49% of customers stated that they have had 1-3 bad experiences directly related to shipping, tracking and delivery in the last twelve months. 

The good news - great tech can bridge the gap. There is no doubt that today's smart technology can bring consumers and merchants, helping e-commerce retailers win and retain customers. 

Every disconnect outlined within the research white paper can be readily overcome by the latest generation of e-commerce Order Management Systems (OMS) and Delivery Management Platforms (DMP). These issues include: 

Such tried and trusted tech can enable e-commerce merchants to meet all the expectations of today's sophisticated, demanding consumer. 

Some of the key callouts from the research include:

  • 97% of consumers say post-purchase issues are important to them - But only 22% of merchants rate their post-purchase experience as the best possible
  • One in three consumers say an SMS text is important to them whilst their delivery is 'in-flight'- but 56% of retailers don't offer that feature. 
  • High other consumer wish list is a nominated safe place delivery option, with preferred neighbour also classed as important - but 62% of merchants don't offer the former. Whilst 71% admit they can't offer the latter. 
  • 96% of consumers consider the ability to return an item to be important when deciding whether to shop with a brand - but only 56% of merchants offer UK returns, and just 25% have an international returns service. 

Find out more about the survey by visiting Parcelhub's Resource Page

Share this article


Contact us to find out more!

We help you find the right solutions, for your business needs.

Call us

01628 702 965

We'll call you

Complete our contact form