Every retailer uses a great deal of energy to persuade customers to buy. However, even after the final purchase decision, a lot can still go wrong. As the logistics service provider parcelLab now found out in its “E-Commerce Versandstudie 2018”, most of the 100 largest German online retailers still have potential for optimization in the after-sales management. But there are also positive examples: After an in-depth analysis of the checkout, the shipping process, the delivery and return offerings, the study authors selected Lidl as the overall winner.
According to the study, the Lidl Webshop (see reference) impresses in the field of after-sales with its extreme customer friendliness and a high level of service. In this way, the right information is presented at the right time in a simple and clearly structured manner, without distracting the customer from the essentials. In addition to the friendly customer approach across all contact points, the study authors also praised the communication chain, which has been optimized for mobile use throughout.
Lidl is also demonstrating great customer proximity when it comes to shipping to Packstations: The company warns customers in good time if the parcel threatens to be returned to Lidl for lack of collection. In addition, the retail group convinces with free returns and fair return periods of 90 days. In the opinion of parcelLab co-founder Anton Eder, Lidl is rightly one of the “outstanding role models that other dealers can perfectly orient themselves to” in view of such offers.
The “E-Commerce Versandstudie 2018” by parcelLab is available here.
Image source: Adobe Stock / Monthira