Survey: 70% prefer to return/exchange gifts in store versus online
Chicago — Nearly a quarter (21%) of consumers said that they are likely to return or exchange at least one of the presents that they received this holiday season. Additionally, male respondents expressed a greater interest in returning or exchanging gifts (30%) than female respondents (20%) by as much as 10%. That’s according to a survey by Retale, a location-based mobile platform connecting shoppers with their local retailers
Among all survey participants, the overwhelming majority (70%) prefer to return or exchange gifts in-store, while only 9% prefer to do so online. Some 21% of those surveyed had no specific venue preference. In-store returns and exchanges were eight times more preferred than online due to perceived convenience.
When asked to rate convenience for both in-store and online returns and exchanges, in-store was the clear frontrunner, with 62% rating the experience as convenient versus 21% inconvenient.
The online return and exchange experience was viewed less favorably, with 45% calling it convenient versus 38% inconvenient. Relatedly, 85% of those surveyed said that major retailers should allow in-store returns and exchange of gifts that were purchased online.
“Over the years, retailers have taken steps to make the return process as easy as possible, including receipt-free returns and even curb side pick-up,” said Pat Dermody, president of Retale. Retailers have also gotten better at allowing customers to buy online and return in a physical store. They recognize the desire to move seamlessly from one channel to another and most have adjusted their processes to be able to make that happen for customers.”
No comments found