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.
Report
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.
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