A hefty majority, 93%, of U.S. and U.K. consumers want flexible, extensive return policies, according to a Loop survey on brand loyalty.
The survey polled 2,000 online shoppers regarding post-purchase preferences and priorities, according to a press release.
The report revealed consumers aren’t just looking for free returns anymore; what they want is a quality experience that shows that brands care about them. Specifically, consumers are looking for easy, seamless returns, personalized experiences and product quality guarantees.
“Consumers continue to say they want ‘flexible’ and ‘extensive’ return options,” Tasha Reasor, SVP of marketing at Loop, said in the release.
Additional insights include:
- A majority (75%) of consumers today expect retailers to suggest new products based on past purchases and interactions. Furthermore, 82% of consumers are highly incentivized to buy again when offered by post-purchase coupons, discounts or enrollment into a loyalty program, which help to further build that personal connection between brand and shopper.
- Product quality questions are always on the front of consumers’ minds when making online purchases. So much so, that a staggering 93% of consumers say that they are more likely to purchase from retailers who offer quality guarantees or warranties, and 25% expect some level of quality assurance. With 92% of consumers regularly checking a retailers’ return policy before purchase — a percentage up nine points year-over-year — highlighting warranties in return policies can catch consumers’ attention from the get-go.
