Convenient Return Process Critical in Retaining Shoppers
According to the fifth annual consumer returns survey commissioned by Newgistics, Inc. and conducted by Harris Interactive, nine out of 10 direct shoppers cited a convenient returns policy as very important, important or somewhat important to encouraging them to shop with a new or unknown online or catalog retailer. 68% said the ability to make a return from home was very important or important when deciding whether to shop with an online or catalog retailer.
The survey revealed that, in 2007, 64 percent of adults report having ever shopped online, an increase of 10 percent since 58 percent in 2006, and 51 percent in 2004.
Retailers that don't offer a hassle-free returns experience for shoppers may find it difficult to retain customers. 69 percent of direct shoppers said they are NOT likely to shop again with a direct retailer if the return process is inconvenient.
Jennifer Melzer, director of customer experience at Road Runner Sports, notes that "Our customers have a lot to do during the holiday season... the least we can do is make the returns process hassle-free for our customers during the holidays and all year long."