White Paper and Reports

Delivering Excellent Customer Experiences In A Multichannel World

As the number of channels available to consumers has grown to include mobile and internet shopping, the demands on retailers to adjust to their customers’ changing habits and expectations have also increased. A recent report in the Sunday Times* identified five steps in this new ‘retail purchasing pathway’.

  • Discover
  • Evaluate
  • Purchase
  • Experience
  • Loyalty

Download report (4 MB)

Delivering What Customers Want

Are you offering the redelivery options that your customers want?

We asked online shoppers from France, Germany and the UK:

  • What was their proof of delivery preference
  • Were they allowed to receive work place deliveries
  • What they would prefer, if their parcel had to be redelivered

Read our white paper report to find out which redelivery and proof of delivery options online shoppers would like you to offer.

Download Report (1 MB)

Customer Service Expectations

Are your customer service channels up to scratch?.

We asked online shoppers from France, Germany and the UK:

  • What the most popular communication channels are
  • Why your customers are dissatisfied
  • What response times your customers expect

Read our white paper report to discover what customer service channel your customers preffer to use and why.

Download Report (556 KB)

Going The Extra Mile

Reaching International customers.

We asked online shoppers from France, Germany and the UK:

  • Why they purchase from foreign retailers
  • Frequency of making online purchases
  • Countries online purchases have been made from

Read our white paper report to discover how you can improve your international service.

Download Report (1 MB)

Taking The Pain Out Of Returns!

How to banish the returns blues!

We asked online shoppers from France, Germany and the UK:

  • Reasons for returning an item purchased online
  • Return method
  • How easy it was to return an item

Read our white paper report to give you an insight into how you can improve your customers' returns experience.

Click here to view the infographic (1 MB)

Download Report (1 MB)

Making The Final Mile Count

How to wow customers in the final delivery mile!

We asked online shoppers from France, Germany and the UK:

  • How they would like their item delivered
  • Preferred time of day
  • Preferred day of the week

Read our white paper report to discover what your online customers really want from their parcel delivery service and how you can make the final mile count.

Click here to view the infographic (307 KB)

Download Report (417 KB)

Hermes UK

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