{"id":11199,"date":"2017-10-30T11:50:42","date_gmt":"2017-10-30T08:50:42","guid":{"rendered":"https:\/\/www.gpec.ro\/blog\/?p=11199"},"modified":"2017-10-30T11:54:57","modified_gmt":"2017-10-30T08:54:57","slug":"raport-european-customer-pulse-2017-returnari-omnichannel-livrari","status":"publish","type":"post","link":"https:\/\/www.gpec.ro\/blog\/raport-european-customer-pulse-2017-returnari-omnichannel-livrari","title":{"rendered":"RAPORT > European Customer Pulse 2017: 43% dintre clien\u021bi au returnat cel pu\u021bin un produs \u00eentr-o perioad\u0103 de 1 an"},"content":{"rendered":"<div class=\"fcbkbttn_buttons_block\" id=\"fcbkbttn_left\"><div class=\"fcbkbttn_like \"><div class=\"fb-like fb-like-button_count\" data-href=\"https:\/\/www.gpec.ro\/blog\/raport-european-customer-pulse-2017-returnari-omnichannel-livrari\" data-colorscheme=\"light\" data-layout=\"button_count\" data-action=\"like\"  data-size=\"small\"><\/div><\/div><\/div><p><a href=\"https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2017\/10\/cover-Customer-Pulse-2017-European-Comparison.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"alignright size-medium wp-image-11197\" src=\"https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2017\/10\/cover-Customer-Pulse-2017-European-Comparison-300x181.jpg\" alt=\"\" width=\"300\" height=\"181\" srcset=\"https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2017\/10\/cover-Customer-Pulse-2017-European-Comparison-300x181.jpg 300w, https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2017\/10\/cover-Customer-Pulse-2017-European-Comparison.jpg 550w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/a>Procedura de returnare joac\u0103 un rol foarte important \u00een comer\u021bul omni-channel. \u00cen Europa, 70% dintre cump\u0103r\u0103tori spun c\u0103 u\u0219urin\u021ba de a returna produse este crucial\u0103 \u00een alegerea unui magazin online, potrivit raportului\u00a0<strong>\u201cJDA &amp; <\/strong>Centiro<strong> Customer Pulse 2017\u201d<\/strong> realizat de JDA Software Group \u0219i Centiro.<\/p>\n<p>Cercetarea a fost realizat\u0103 online, pe 8.238 de consumatori\u00a0 din Fran\u021ba, Germania, Marea Britanie \u0219i Suedia.<\/p>\n<p>Cele mai importante constat\u0103ri:<\/p>\n<ul>\n<li>45% dintre cump\u0103r\u0103tori au \u00eent\u00e2mpinat probleme din cauza unui produs neconform, \u00een ultimele 12 luni<\/li>\n<li>24% dintre clien\u021bii europeni au f\u0103cut cump\u0103r\u0103turi suplimentare \u00een magzinul fizic, c\u00e2nd \u0219i-au ridicat produsele comandate online (Click &amp; Collect)<\/li>\n<li><strong>43% dintre responden\u021bi au returnat produse \u00een ultimele 12 luni<\/strong>, deoarece produsele nu le-au \u00eemplinit a\u0219tept\u0103rile<\/li>\n<\/ul>\n<p>Cercetarea arat\u0103 o cre\u0219tere de 8% \u00een problemele cu produsele comandate online, fa\u021b\u0103 de aceea\u0219i perioad\u0103 a anului anterior.<br \/>\n<!--more--><\/p>\n<p>C\u00e2t despre rezolvarea problemelor, mai mult de jum\u0103tate (57%) dintre consumatorii europeni spun c\u0103 au avut o <strong>experien\u021b\u0103 bun\u0103<\/strong>. Totu\u0219i, este de remarcat faptul c\u0103 unii clien\u021bi din Fran\u021ba \u0219i Suedia au avut o experien\u021b\u0103 mai proast\u0103 per total, comparativ cu cei din Marea Britanie \u0219i Germania.<\/p>\n<div id='gallery-1' class='gallery galleryid-11199 gallery-columns-3 gallery-size-thumbnail'><figure class='gallery-item'>\n\t\t\t<div class='gallery-icon portrait'>\n\t\t\t\t<a href='https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2017\/10\/3-Customer-Pulse-2017-European-Comparison.jpg'><img loading=\"lazy\" decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2017\/10\/3-Customer-Pulse-2017-European-Comparison-150x150.jpg\" class=\"attachment-thumbnail size-thumbnail\" alt=\"\" \/><\/a>\n\t\t\t<\/div><\/figure><figure class='gallery-item'>\n\t\t\t<div class='gallery-icon landscape'>\n\t\t\t\t<a href='https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2017\/10\/2-Customer-Pulse-2017-European-Comparison.jpg'><img loading=\"lazy\" decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2017\/10\/2-Customer-Pulse-2017-European-Comparison-150x150.jpg\" class=\"attachment-thumbnail size-thumbnail\" alt=\"\" \/><\/a>\n\t\t\t<\/div><\/figure><figure class='gallery-item'>\n\t\t\t<div class='gallery-icon landscape'>\n\t\t\t\t<a href='https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2017\/10\/1-Customer-Pulse-2017-European-Comparison.jpg'><img loading=\"lazy\" decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2017\/10\/1-Customer-Pulse-2017-European-Comparison-150x150.jpg\" class=\"attachment-thumbnail size-thumbnail\" alt=\"\" \/><\/a>\n\t\t\t<\/div><\/figure>\n\t\t<\/div>\n\n<p>\u00cen privin\u021ba op\u021biunilor de livrare, aproape 3 sferturi dintre responden\u021bi\u00a0(70%) au spus c\u0103 au ales \u00een general <strong>livrarea standard<\/strong>. Aceast\u0103 metod\u0103 de livrare este popular\u0103 mai ales \u00een Suedia (76%) \u0219i Germania (75%), dar nu este preferat\u0103 \u00een mod cov\u00e2r\u0219itor \u00een Fran\u021ba (61%).<\/p>\n<p>Observ\u0103m, de asemenea, rolul \u00een schimbare al experien\u021bei clientului, acest lucru \u00eensemn\u00e2nd c\u0103 retailerii trebuie s\u0103 fie \u00een stare s\u0103 ofere o experien\u021b\u0103 de shopping care s\u0103 combine magazinul fizic cu cel online. Acei comercian\u021bi care vor reu\u0219i acest mix vor fi cei care vor putea s\u0103-i fac\u0103 pe clien\u021bi s\u0103 revin\u0103 \u00een magazine pe o perioad\u0103 lung\u0103 de timp.<\/p>\n","protected":false},"excerpt":{"rendered":"<div class=\"fcbkbttn_buttons_block\" id=\"fcbkbttn_left\"><div class=\"fcbkbttn_like \"><div class=\"fb-like fb-like-button_count\" data-href=\"https:\/\/www.gpec.ro\/blog\/raport-european-customer-pulse-2017-returnari-omnichannel-livrari\" data-colorscheme=\"light\" data-layout=\"button_count\" data-action=\"like\"  data-size=\"small\"><\/div><\/div><\/div><p>Procedura de returnare joac\u0103 un rol foarte important \u00een comer\u021bul omni-channel. \u00cen Europa, 70% dintre cump\u0103r\u0103tori spun c\u0103 u\u0219urin\u021ba de a returna produse este crucial\u0103 \u00een alegerea unui magazin online, potrivit raportului\u00a0\u201cJDA &amp; Centiro Customer Pulse 2017\u201d realizat de JDA Software Group \u0219i Centiro. Cercetarea a fost realizat\u0103 online, pe 8.238 de consumatori\u00a0 din Fran\u021ba, Germania, Marea Britanie \u0219i Suedia. Cele mai importante constat\u0103ri: 45% dintre cump\u0103r\u0103tori au \u00eent\u00e2mpinat probleme din cauza unui produs neconform, \u00een ultimele 12 luni 24% dintre clien\u021bii europeni au f\u0103cut cump\u0103r\u0103turi suplimentare \u00een magzinul fizic, c\u00e2nd \u0219i-au ridicat produsele comandate online (Click &amp; Collect) 43% dintre responden\u021bi au returnat produse \u00een ultimele 12 luni, deoarece produsele nu le-au \u00eemplinit a\u0219tept\u0103rile Cercetarea arat\u0103 o cre\u0219tere de 8% \u00een problemele cu produsele comandate online, fa\u021b\u0103 de aceea\u0219i perioad\u0103 a anului anterior.<\/p>\n","protected":false},"author":5,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1,644,43],"tags":[722],"class_list":["post-11199","post","type-post","status-publish","format-standard","hentry","category-comert-electronic","category-e-commerce-in-romania-europa","category-noutati-si-stiri-gpec","tag-customer-journey"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/posts\/11199","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/comments?post=11199"}],"version-history":[{"count":3,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/posts\/11199\/revisions"}],"predecessor-version":[{"id":11203,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/posts\/11199\/revisions\/11203"}],"wp:attachment":[{"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/media?parent=11199"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/categories?post=11199"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/tags?post=11199"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}