The Returning Conundrum
Returns is an integral part of the customer proposition.
For customers it is one of the most important factors when considering a purchase or choice of retailer. For the retailer, providing the right level of service is a ‘hygiene’ factor whilst managing the process internally can both make or destroy the brand's relationship with its customers.
This report is done in collaboration with IMRG.
In this document we cover:
- How return rates vary by sector
- Consumer return habits
- How the pandemic has influenced consumer return expectations