Consumers, retailers at odds on ease of returns

In a fiercely competitive landscape, consumers have high expectations of retailers, both in-store and online. Take the online ordering experience, for example: Forty-seven percent of consumers said the delivery option they want is “sometimes, rarely or never” available. And while 92% said they would like or love to have free one-day delivery, there’s little room for retailer error: 13% of respondents said they would never order from that company again if their order didn’t arrive on time.

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