The Post-Purchase Experience Report
New research from 200+ consumer brands reveals the gap between what customers expect after purchase — and what brands actually deliver.
- 200+
- Brands surveyed
- 6
- Industries
- Q4 2025
- Research period
- 47
- Pages of data
The numbers behind the experience gap
73%
of consumers expect a digital experience after purchase — only 12% of brands deliver one.
3.2×
higher repeat purchase rate for brands with a structured post-purchase touchpoint.
68%
of retail brands have zero first-party data on the end customer who bought their product.
$0.50
average cost of paper inserts that 89% of consumers throw away within 24 hours of unboxing.
4.7×
more self-service resolution when consumers have access to digital guides vs. paper manuals.
8 chapters of actionable data
The Post-Purchase Experience Gap: Consumer Expectations in 2026
How Brands Currently Manage Post-Purchase Touchpoints
Digital Product Passports: Adoption Rates and Business Impact
Warranty & Registration: The Untapped Engagement Opportunity
Post-Purchase Communication Benchmarks by Industry
Emerging Technologies in Product Experience (QR, NFC, AI)
The Business Case for Post-Purchase Investment: ROI Data
Recommendations and Implementation Roadmap
“Post-purchase is the most underleveraged touchpoint in consumer goods. The brands that figure this out first will own retention for the next decade.”
Industry Expert
VP of Consumer Strategy
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