eCommerce Shipping Experience Study 2025 Report

This document is a report detailing the eCommerce Shipping Experience Study conducted in 2025 by parcelLab and ShipStation. The study analyzes how major online retailers in the U.S. manage the post-purchase journey, focusing on aspects such as order processing, shipping, returns, and customer service. The report aims to establish benchmarks that retailers can use to assess and improve their post-purchase experiences. It outlines the methodology used for the study, which involved placing real orders with 57 of the largest U.S. retailers and evaluating their performance across various metrics. Key findings reveal insights into shipping costs, delivery options, and customer communication practices. The report highlights areas where retailers excel and identifies opportunities for improvement to enhance customer satisfaction and loyalty. It emphasizes the importance of a positive post-purchase experience in driving repeat business and reducing service inquiries.