State of Returns: New Expectations
Our fourth annual study on retail returns explores how consumer behavior and expectations have changed in light of the COVID-19 pandemic, in ways that may be long-lasting and influence loyalty.
Download the report to learn:
- How consumers are prioritizing convenience and predictability to fit their new routines.
- What triggered the "loyalty shock" during the pandemic, leading consumers to shop around — and how to retain those newly acquired customers.
- Key elements of the post-COVID playbook to help you formulate an actionable plan for Q4 and beyond.
Key Findings:
- 44% of consumers are more deliberate about what they purchase to avoid having to make a return.
- 28% of shoppers desire a printerless returns option like a mobile QR code — twice as many as last year.
- 41% who chose an alternative drop-off location for their last return like being able to consolidate errands in the same trip.
