Luxury Goods Series

The Online Purchase Experience Ranking in Paris


The 3rd edition of this report, conducted by Contactlab and published by Exane BNP Paribas, analyzes the customer experience in Paris throughout the online purchasing process.

This year e-commerce site 24 Sèvres hit the Paris market. A digital multi-brand store owned by LVMH, the brand has immediately established itself among the top players thanks to its excellent performance across most of the stages of the customer journey. Our analysists compared the performance of the 34 top fashion & luxury brands, including the 3 biggest e-tailers and the French luxury department store Galeries Lafayette.

Published in collaboration with Exane BNP Paribas, the standard report contains an overview of the results from the study. New this year, the premium version of the report includes an in-depth analysis and additional material.

Fill out the form on the right to download an extract of the premium version, which includes the key findings, some example tables and the full table of contents accessible if you purchase the full version.

Premium version pricing

What’s included Full Pack Bronze Full Pack Silver
Online Purchase Experience Ranking Paris Premium Report:

  • Analysis of 34 fashion & luxury brands:
    • 30 mono-brands
    • 3 e-tailers
    • 1 large luxury department store
  • 12 comparative tables in Excel format analyzing the positioning of the 34 brands:
    • 22 parameters concerning the registration process
    • 23 parameters concerning welcome emails
    • 44 parameters concerning physical touch points
    • 50 parameters concerning digital touch points during purchase and returns

For each of them:

  • Payment method’s benchmarking
  • Online Registration Form
  • Full photographic content of every purchased product, including:
    • Packaging for delivery
    • Internal packaging
    • Wrap/filler
    • Authenticity documents (authenticity, thankyou mail, labels for returns, product care)
    • Eventual Gifts
    • Information about the returns procedure

Chats and emails for pre sale assistance

Analyses of additional brand(s) not included in the panel X
Totale 4.000 euro
On Demand



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