This website uses cookies. Continued browsing of this site implies consent for the use of these cookies. Find out more here >>

Post & Parcel

powered by Triangle.

News

“Returns process remains flawed”

Monday, January 9th, 2017

New research commissioned by cloud-based solutions provider Voxware has indicated that 96.8% of consumers agree that how well an online retailer handles returns influences whether they will decide to order items from them again in the future.

The Voxware survey (which draw on responses from a group of more than 500 consumers) also found that 24.0% stated that a retailer has sent them an incorrect item for a second time after returning an item that was sent in error, and 60.3% of those who received an incorrect order twice said they are unlikely to shop with that retailer again for future purchases.

Retailers should note that 45.5% said they are likely or very likely to share their negative experiences about a product and/or retailer online if a delivery is late or the wrong item is received.

Commenting on the findings, Keith Phillips, President and CEO, Voxware, said: “Companies that want to deliver a superior customer experience and achieve greater brand loyalty must understand the importance of both inbound and outbound distribution operations in the customer decision-making process.

“Unfortunately, despite the overwhelming evidence that the returns process affects future buying decisions, this research exposes the gaps many companies still have in their distribution operations. By failing to close these gaps with technology solutions that deliver essential supply chain information exactly when and where it is needed, companies will continue to disappoint customers with late and incorrect orders.”

Source: Voxware

Tags:

Leave a Comment

You must be logged in to post a comment.

"Returns process remains flawed"

New Directory Members

Metafour Ltd

Our NetCourier software solutions are suitable for sameday, overnight, international Couriers, Storage Facilities and Corporate Mailrooms. Our solutions are the result of over 35 years of methodical re-investment in technology.

Sign-up

Post & Parcel Newsletters (Help)
  •  Daily newsletter


  •  Weekly newsletter


Latest Issue

About Post & Parcel

Post & Parcel is your key to the global mail and express industry. Every week Post & Parcel features the latest news, analysis of trends, insightful viewpoints, and exclusive interviews with leading industry experts.

Advertise with us

Advertise with us
We provide brands with an exciting range of advertising opportunities to reach the influential Post & Parcel audience. With campaigns suitable for every budget you can achieve your marketing objectives with Post & Parcel.