The post-purchase experience has a significant impact on brand loyalty and repurchase intentions. In fact, research has shown that 85% of online shoppers would not re-order from an online retailer after a poor delivery experience. But what exactly constitutes a good experience, and what makes for a poor one?

To explore this topic further, Flowspace partnered with a team of graduate researchers at USC Dornsife College of Letters, Arts, and Sciences to survey consumers and gain insight into their expectations for the post-purchase experience. The findings of this research have been published into a new report: “Examining Consumer Expectations for the Post Purchase Experience.”

Consumers Expect Communication: The Importance of Updates During the Order Fulfillment Process

One of the key findings of the study is the importance of communication in the post-purchase process. 

More than 80% of respondents expect to receive regular updates about the status of their products, from the time the order is placed until it arrives in their hands. This includes notifications for purchase confirmation, initial shipment notification, and delivery. 

Consumers also want updates about changes in the scheduled arrival time of their orders – be it early or late.

The Post-Purchase Impact on Brand Engagement and Trust

The impact of the post-purchase experience on brand engagement and trust should not be overlooked. 

Research found that 58% of customers would not repurchase due to poor customer service, 53% would not repurchase if they receive the wrong product, 51% would not repurchase if their item arrives damaged, and 30% would not repurchase if their item arrives late.

Attributes that Increase Engagement and Trust

On the other hand, there are specific post-purchase attributes that increase engagement and trust.

The research revealed that 73% of consumers value free shipping, 70% value quick and effective customer service, 70% value fast shipping, and 62% value communication and updates about the shipping timeline.

Key Takeaways

It’s clear that the post-purchase experience plays a critical role in shaping brand loyalty and repurchase intentions. 

Brands must prioritize effective communication, timely delivery, and exceptional customer service to meet consumer expectations and drive repurchase behavior. 

The ability to meet these expectations is made possible by platforms – like Flowspace– that offer real-time visibility into orders and fulfillment activity across stages, from within the warehouse all the way to a customer’s door. Byond boosting customer satisfaction, these tools also build alignment between departments, prioritizing visibility and information-sharing between operations, supply chain and customer success teams. 

By understanding and meeting consumer expectations, brands can build trust and engagement with their customers, ultimately fostering long-term loyalty and success.

Find out how Flowspace unlocks real-time visibility that drives consumer loyalty and repurchase. Get in touch today.

Written By:

Allison Champion

Allison Champion leads marketing communication at Flowspace, where she works to develop content that addresses the unique challenges facing modern brands in omnichannel eCommerce. She has more than a decade of experience in content development and marketing.