REPORT > European Customer Pulse 2017: 43% of customers returned items purchased online over 1 year
The returns process has a big part to play in omni-channel retail. Across Europe, 70% of shoppers say the ease of being able to return items factors into which retailer they choose to shop online with, according to the report “JDA & Centiro Customer Pulse 2017” by JDA Software Group and Centiro. The research was done online, on 8,238 consumers across Europe, gathering insights from people of all ages across France, Germany, UK and Sweden. Important findings: 45% of shoppers who experienced issues received either a faulty or incorrect item over the last 12 months 24% European shoppers made additional in-store purchases when picking up Click & Collect orders 43% returned items purchased online over the last 12 months as expectations were not met Research shows an 8% increase in issues relating to online orders over the last 12 months.
Citește articolul...
