Over the past year, many retailers have invested heavily in improving customer experience in an effort to retain customers and keep up with the competition. In 2018, Target and Walmart introduced mobile payment options and brands like Nike opened experimental pop-up shops that bridge the digital and physical gap in an effort to better appeal to shoppers.
As returns rise, the post-purchase stage of the customer lifecycle becomes increasingly important. And in our recent report with WBR Insights1, we revealed that 97% of consumers would be more likely to purchase again from a company that provided a positive returns experience.
But are major retailers living up to consumer expectations? We purchased items from 50 large, omnichannel retailers and returned them, half to physical stores and half through the mail, to see firsthand how retailers are addressing returns. For every return, we evaluated the flexibility of the return policy (return time period, free shipping, etc), the ease of the return process, the speed to customer refund and more.
Download our report to discover how the retailers fared and learn how you can improve your own processes.
1 Retail Returns and the Consumer Experience, WBR Insights & Optoro, 2018