UPS expected holiday shoppers to return millions of packages – through frictionless return policies, retailers can strengthen customer loyalty.
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Retailers have some ground to cover. Narvar, a premium post-purchase experience platform released the findings of its State of Post-Purchase Experience report today. The survey found that 72 percent of polled shoppers value on-time delivery among all other efforts that will build loyalty. A little transparency will go a long way, according to the report: 60 percent of shoppers want an accurate delivery date and 51 percent want to be notified if something goes wrong.
Narvar conducted a survey of more than 1,000 U.S. online shoppers between the ages of 18 and 65 prior to the peak holiday shopping period. The survey set out to analyze how consumers felt about engagement with brands — specifically during the moment between purchase and fulfillment — and key takeaways for retailers.
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