New Look a British fashion outlet has been awarded as the UK’s top retailer in terms of a multichannel delivery client-centric approach and a stand-out overall internet shopping and package shipping experience, as stated in accordance to the new analysis of the UK’s hundred biggest online retailers.
Guided by after-purchase communication expert’s parcel Lab, the detailed study evaluated the performance of every retailer by authoring purchases and supervising the service given. Throughout the client’s process from browsing to buying to delivery.
The general image was that client’s centricity ended after checkout, leaving clients to support themselves in the course of shipping. Nevertheless, certain retailers, like New Look, exceptionally stood out as top performers.
Other retailers selected for exclusive praise was, The Fragrance Shop for ‘Best Shipping Process’, ASOS for ‘Best Checkout Experience’, Chain Reaction Cycles for ‘Best Returns’ and Zara for ‘Best Delivery’
“New Look was tagged as a top overall performer because of its multi-channel client-centric approach. It initiates a smooth client experience, including visitors checkout and wishes to list,” parcel Lab founder and CEO Tobias Buxhoidt reported. He continued to express how impressed they were with New Look mobile optimization. He termed the entire browsing, navigating, and contact with New Look as excellent.
Online shoppers also get a post-purchase experience rated as top notch through quick click and collect, next day, evening weekend and selected day delivery choices. Clients can as well purchase a delivery pass costing £19.99, it provides unrestricted next-day delivery, click and collect for the year.
“The fashion retailer also collaborates with a variety of delivery service providers in order to establish a top-in-class service, and communicates excellently with clients all through checkout, delivery, and returns as well as letting clients know at what time their package is delivered as well as their return received,” reported Buxhoidt.
Although openly impressed with New Look, parcel Lab also highlighted two areas subject to improvement.
Buxhoidt explained that incorporating track and trace page to assist in attracting clients back for future purchases. In the meantime developing cross-selling choices to order communication emails, like giving out discounts and proposing complementary purchases, would assist in increasing one on one talks with clients, developer loyalty and more drive sales.”
Even though New Look yielded fairly well overall, the general image among the UK’s top hundred web retailers was one geared towards pointing on client acquisition above retention, and leaving clients on their own the moment they have used their funds. For instance, only 11 clients were found communicating directly to retailers in the shipping process. Only 12 provided free shipping notwithstanding the amount spent. Only 42 gave weekend delivery, and only 25 permitted clients to select a time slot of their choice.
The analysis reveals that the central focus is geared towards perfecting the client’s journey before checking out. While a great number of retailers are well matched in their pre-checkout service offerings, there are still post purchases discrepancies. With lots of client’s service inquiries done after checkout, a well flowing after-purchase experience is important for purposes of client loyalty, retention and repeat purchases.