The research indicates that a single negative experience after checkout can cause shoppers to stop shopping with a brand—while 97% say it’s the retailer’s responsibility to solve shipping issues
, /PRNewswire/ — Route, the leading post purchase experience platform known for its shipping protection, package tracking, and instant issue resolution, today released its inaugural State of Ecommerce Report. This 2024 report provides a comprehensive look at how post purchase interactions—from delivery reliability to return policies—are influencing consumer loyalty and shaping the future of ecommerce.
In an era where customer expectations are at an all-time high, Route’s latest report underscores the critical importance of easy, convenient, customer-focused post purchase experiences. Today’s consumers, especially Gen Z, expect swift issue resolution, transparency, and reliability—qualities that can make or break brand loyalty. The report reveals that negative experiences, like lost packages or complicated returns, have the potential to end customer relationships, even if the issue is beyond the brand’s control.
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