Magic Moments: Experience Report

Unlock all Moment Insights

Narvar Experience Score

REI

27/50

Industry Average

34/50

Your Narvar Experience Score is based on our audit of the
6 Key Moments throughout your customer journey

MOMENT 1: INSIGHTS

The moment before clicking ‘buy’…or abandoning the bag

RECOMMENDATIONS

Use the returns process as a platform for building engagement and loyalty with the customer. Create digitalised, omnichannel returns experiences that makes things simple for customers through elegant, design-thinking led interfaces  and processes.

The ability to track the process and progress of a return (and refund) is also important as it reduces instances of expensive WISMO calls and empowers consumers through self-service capabilities.

Don't charge customers to return an item, a 'no questions asked' return policy encourages repeat purchases.

CUSTOMER INSIGHT

Returns may be seen as a necessary evil by some retailers, but if done right they are a driver for customer loyalty. In fact, 95% of consumers who are satisfied with their returns process say they’ll purchase with that retailer again. Returners are also likely to be the best customers, 82% of those who return goods are repeat customers. A significant portion of consumers say that restocking fees (fees charged when an item is returned to the seller) (84%) or return shipping fees (74%) will prevent them from making a purchase. On the other hand, 72% state that a ‘no questions asked’ return policy would make them more likely to buy at a retailer.

MOMENT 1: SCORE
REI

3 / 12

Industry Leader
Patagonia

11/12

See the Scoring Criteria
WHO'S DOING IT BEST?

Patagonia

Patagonia offer a branded online experience making it simple for customers to either return or exchange their item. They offer FREE returns and exchanges and keep the customer updated on the progress of their return/refund with timely updates via the communication channel of their choice (SMS, Facebook Messenger or Email).

Unlock all 6 key moments to reveal
how you can improve your customer journey.

Unlock all Moment Insights

Unlock all 6 key moments to reveal
how you can improve your customer journey.

Unlock all Moment Insights

Unlock all 6 key moments to reveal
how you can improve your customer journey.

Unlock all Moment Insights

Unlock all 6 key moments to reveal
how you can improve your customer journey.

Unlock all Moment Insights

Unlock all 6 key moments to reveal
how you can improve your customer journey.

Unlock all Moment Insights

Unlock all 6 key moments to reveal
how you can improve your customer journey.

Unlock all Moment Insights

Unlock all 6 key moments to reveal
how you can improve your customer journey.

Unlock all Moment Insights

Unlock all 6 key moments to reveal
how you can improve your customer journey.

Unlock all Moment Insights

Unlock all 6 key moments to reveal
how you can improve your customer journey.

Unlock all Moment Insights

Unlock all 6 key moments to reveal
how you can improve your customer journey.

Unlock all Moment Insights
MOMENT 6: INSIGHTS

The moment before clicking ‘buy’…or abandoning the bag

RECOMMENDATIONS

Use the returns process as a platform for building engagement and loyalty with the customer. Create digitalised, omnichannel returns experiences that makes things simple for customers through elegant, design-thinking led interfaces  and processes.

The ability to track the process and progress of a return (and refund) is also important as it reduces instances of expensive WISMO calls and empowers consumers through self-service capabilities.

Don't charge customers to return an item, a 'no questions asked' return policy encourages repeat purchases.

CUSTOMER INSIGHT

Returns may be seen as a necessary evil by some retailers, but if done right they are a driver for customer loyalty. In fact, 95% of consumers who are satisfied with their returns process say they’ll purchase with that retailer again. Returners are also likely to be the best customers, 82% of those who return goods are repeat customers. A significant portion of consumers say that restocking fees (fees charged when an item is returned to the seller) (84%) or return shipping fees (74%) will prevent them from making a purchase. On the other hand, 72% state that a ‘no questions asked’ return policy would make them more likely to buy at a retailer.

MOMENT 6: SCORE
REI

3 / 12

Industry Leader
Patagonia

11/12

See the Scoring Criteria
WHO'S DOING IT BEST?

Patagonia

Patagonia offer a branded online experience making it simple for customers to either return or exchange their item. They offer FREE returns and exchanges and keep the customer updated on the progress of their return/refund with timely updates via the communication channel of their choice (SMS, Facebook Messenger or Email).