By Jake Novick, Senior Research Associate, StellaService
On Happy Customer, we’ve frequently documented the importance of speed in both the delivery and the return side of the online shopping experience. We’ve shown data on how some retailers are upgrading their standard shipping service and, on the other side, how Apple had started to use expedited shipping for its returns in recent months. However, until now, we haven’t analyzed the combination of the two. So, which retailers are investing in speed across delivery and returns?
Enter a new StellaService metric called Order Life Cycle.
We define Order Life Cycle, or OLC, as the sum of Total Days to Delivery and the Total Days to Refund Processed for a given order. The impetus for tracking this metric was to get a more holistic view of the fulfillment process from the shopper’s perspective. While many retailers are beginning to understand the value shoppers place on fast shipping with programs imitating Amazon …