The latest survey of American consumers! This experience is the key to retaining customers

Recently, Shopify's return platform Loop released its latest consumer report "How Returns Affect Customer Retention", which surveyed more than 1,000 American online shopping consumers. The survey found that return policies play an increasingly important role in retaining customers.

In today’s economic environment, consumers are becoming more budget-conscious, with 80% saying they are less confident in spending and are cutting back on non-essential purchases, and are becoming more sensitive to return costs.

The survey shows that 96% of online shoppers will check the return policy before purchasing, and 57% of consumers surveyed are willing to completely abandon a brand if they have a bad experience after purchasing.

87% of respondents said the return experience will directly determine whether a buyer will buy from a seller again. More than half (52%) value product discounts, 41% value coupons for future purchases or in-store credit, and 34% value a convenient return window.

When it comes to returns, every detail counts

Likewise, when sellers offer better return services, buyers are more likely to return.

The survey found that post-sale rewards and environmentally friendly returns can improve customer retention. Today, low prices are no longer the only way for brands to attract customers. Consumers are choosing their favorite brands through shopping experiences.

New report reveals characteristics of American consumers when it comes to returns:

Nearly 45% of respondents said that a product price of $50 or less would prevent them from returning an item because the refund amount would not be worth their time and effort.

More than 42% of respondents would prefer to drop off their returned items with a shipping partner such as UPS or FedEx. Nearly 24% of respondents would choose to have their items picked up at their doorstep, and nearly 18% would prefer to return the product directly to the retailer.

More than 56% of respondents are “somewhat” or “very” concerned about the environmental impact of returns, while only 20% of consumers surveyed do not consider this at all.

More than 35% of respondents chose not to return a product due to potential environmental impact.

In addition to offering a better returns experience, online retailers are also looking to minimize product return rates. A recent Pitney Bowes survey of digital and omnichannel brands found that online return costs account for 21% of retailers’ average order value, with several brands reporting much higher rates.

According to the Pitney Bowes BOX poll, 70% of retailers surveyed said they are actively trying to reduce return costs by addressing shipping and processing costs.

Editor✎ Ashley/

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