Resource Library- The State of Returns: What Today’s Shoppers Expect

The State of Returns: What Today’s Shoppers Expect

The State of Returns: What Today’s Shoppers Expect

A great returns experience drives customer loyalty.

Consumers demand to be kept in the loop throughout their shopping journey, which includes the returns process. Narvar surveyed nearly 1300 U.S. online shoppers to get a pulse on their attitudes towards their returns experience, and how those influence where they shop.

Download the report to learn about key emerging trends such as:

  1. Year-over-year returns trends. How behaviors and attitudes are shifting—or not—regarding fees, “bracketing” (buying multiple items with the intention to return most of them), and more.
  2. The impact of communication on satisfaction. Understanding the balance of communication vs. effort in consumer perception of the holistic returns experience.
  3. Special persona insights. How luxury shoppers and gift recipients view the returns experience compared to everyone else.
  4. What consumers want next. Gauging the appetite for newer services to make the returns process even easier.
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Access the report