Repeat Purchase & Post-Purchase Research

Most first-time buyers never come back, and the margin lives in the orders they never place. This recipe finds out why the second order isn't happening. Purchase cohort analysis shows the repeat rate, the typical gap to a second order, and which first products lead somewhere versus nowhere. The support team's structured input surfaces what buyers experience after checkout: delivery, returns, and the gap between the listing and the product in hand. One-time buyers explain why there was no second order, and repeat buyers explain what actually brought them back, which are rarely the same answer. Post-purchase and reorder concepts then get tested head to head with past buyers before the lifecycle programme is rebuilt around them.

Explore

Read the repeat rate, the gap to a second order, and what buyers experience after checkout.

• Analytics Data Analysis
• Sales / Customer Service Survey

Focus

Ask one-time buyers why there was no second order, and repeat buyers what brought them back.

• Customer Survey
• Customer Interviews

Validate

Test post-purchase and reorder concepts head to head with past buyers.

• Preference Test