Brands are upping their game on returns
Many brands are now “upping their game and taking steps to improve customer experience by providing effective returns messages”, according to new research from ReBOUND. The “Great Returns Race” from ReBOUND measures brands on a quarterly base on core returns metrics.
ReBOUND said that the key findings for the first quarter (Q1) in 2017 – which measured more than 200 brands – include:
• ASOS, Charles Tyrwhitt and Clarks remain consistently strong but Lands’End has been knocked off the podium by Adidas as the clear winners
• 20% of retailers still don’t state their refund promise anywhere on their site (4% rise on the last quarter) • 12% of brands still don’t offer a choice of local return method to their customers
• 78% of brands offer free returns in the UK, and 55% of brands offer free returns in at least one international market
• There are now 17 brands sharing ‘leading’ status, which is more than triple the number this time last year.
Graham Best, CEO of ReBOUND, commented: “Returns have long been perceived as a headache for brands rather than a opportunity to really impress their customers, build trust and loyalty, and subsequently encourage repeat purchases and growth overseas. This report shows exactly which brands are making the most of this opportunity and exactly how they’re doing it.
“This isn’t just about comparing the biggest names in fashion either – surprisingly many sportswear brands are beginning to dominate the leading pack. For successful e-commerce brands it’s all about enhancing the customer experience and if they aren’t happy with large aspects of the buying process, including returns, customers are ripe for the picking from the many competitors in the market.”
The Q1 2017 Benchmark is available to download for free at http://www.reboundreturns.com/quarter-1-2017
