2021 may be remembered as the year when anyone's guess was good enough. It was the year of “are we going back to normal, or not? ...Or is this the ‘new normal?’” The continued effects of the COVID-19 pandemic, rising inflation, and unprecedented supply chain challenges coalesced to impact every part of our lives. How we work. How we go to school. How we socialize. And how we shop.

In the Pitney Bowes 2021-2022 Order Experience Index—the annual insights report powered by BOXtools—we use consumer and industry data to provide valuable insights for every part of the ecommerce order experience.

We think of the online order experience in four parts, from the consumer’s perspective:

• Order (How fast is fast when quoting delivery dates?)
• Delivery (What do consumers expect from a retailer’s tracking platform?)
• Unboxing (Who is the MVP of packaging materials?)
• Returns (Which RMA processes will risk leaving shoppers with a vendetta against your brand?)

Our comprehensive report is for any retailer looking to offer customers the best online order experience in 2022 and beyond.