Direct to consumer (D2C) often only makes up a tiny percentage of a brand’s overall sales. And so there has been relatively little research on what’s important to a D2C website, compared to the huge amount of content that exists about multi brand retail websites and marketplaces.
With this in mind we decided that we wanted to conduct a significant study of D2C sites, assessing them through the eyes of a consumer,
and focused the criteria both on general customer experience principles as well as how they add value for customers.
This report includes: