Omnichannel post-purchase experience
What matters most after consumers click “buy”
From checkout to delivery and returns, what do consumers value most across the post-purchase experience? Explore findings from our latest consumer survey, including where retailers are meeting expectations and where customers say they have unmet needs.
The gap between what consumers value and what retailers provide
Once consumers find an item they want to purchase online, they enter the post purchase phase of their shopping journey. The tools and services a company offers—and what consumers experience throughout this phase—can influence trust and loyalty just as much as the merchandise they buy.
Deloitte conducted a consumer post purchase survey to understand what matters most to consumers after they click “buy” and where the omnichannel services currently available to them fall short of their priorities and needs.
These findings are critical for companies to be aware of because they pinpoint gaps between what consumers value in post-purchase services and what retailers currently provide—helping omnichannel retailers avoid misallocating digital investment to tools customers do not need or will not adopt.
Four components of the post-purchase experience
Brian McCarthy
