Tag: convenience
Blog posts tagged with "convenience"
No box, no label, no problem
Two-thirds of consumers are willing to drive farther to drop off an online return if it will get them an instant refund.
Returns drop-off: It’s about the journey, not the destination
Three quarters of consumers value a shorter distance to drop off an online return over carrier brand loyalty.
Time is money, get the return picked up
Three-quarters of consumers (74%) would pay $5 for home pickup of online returns, depending on how far the drop-off location is from them.
Siri, remind me to drop off my returns
We delve into which days of the week when shoppers are most likely to drop off online returns.
Wrapped in frustration
Almost three-quarters (71%) of consumers—and 4 out of 5 Millennials— have a reason to pay someone else to wrap their presents for them.
The shippers’ race to a great tracking experience
Our secret shopping data from 2,100 online retailers reveals shockingly low adoption of the tracking features most important to online shoppers, creating opportunity for retailers to set themselves apart with simple—and often free—upgrades.
Consumers’ top tracking priorities
Consumers’ top three priorities from a tracking experience are delivery date information, the ability to see updates without entering log-in information, and the option to get SMS/text updates.
Over the river and through the woods to drop off pants and shirts
70% percent of online retailers offer returns drop-off and the average US consumer is willing to go 8.7 miles for it—but retailers should consider shoppers’ total travel distance.
Defining “fast” and “too far” above the 49th parallel north
The average Canadian consumer typically travels less than 6 km to drop off an online return and is willing to go almost 9 km.
The not-so-distant echo of school bells
It’s that time of year again for many parents in the U.S.
Returnament: Run me my refund
We pit fast store credit against delayed refunds, and fast partial refunds against delayed full refunds.
Returnament: A war of shipping labels
Printed return labels emerge as the friction heroes against QR codes for most consumers
Getting into the online exchange game
56% of consumers want more retailers to offer convenient online exchanges. Of those, more than half say the process is often inconvenient.
Returnament: Home pickup and drop-off locations
When it comes to carrier drop-off locations, the post office wins solidly as “the best balance of friction” against its two biggest competitors.
Let's issue refunds in Bitcoin (and other ways to lower return rates)
Episode 8 - BOXscore Deep Dive Pt. 2
Third party returns pickup is an unproven rookie
Despite being pitched as an ultra-convenient returns option, consumers rank third-party delivery services solidly last out of different methods for initiating a pick-up.
Introducing: Returnament 2022
Amid all-time-high return rates, Pitney Bowes created a competition to find the best balance between returns convenience and just enough friction
Curb (or couch) your enthusiasm?
We ask consumers whether buy-online-pickup-somewhere is eating into the popularity of home delivery
An evolving definition of returns convenience
Forged during the pandemic, consumers’ definition of ‘easy’ returns continues to shift
Scotch tape…and a bottle of scotch
Online shoppers frustrated with gift wrapping yearn to have retailers do it for them
SubSummit Special Edition: The loneliest AI
Chatbots hold great promise for retailers—but what do consumers think?
Mid-term report cards
Halfway to peak 2021 and amid pandemic recovery, we asked consumers to grade their online order experiences by retail category.
Packaging in the age of YouTube
We return to one of our most popular topics—what consumers believe packaging is worth. Gen Zers (among others!) continue to surprise us.
Like having a limb ripped off
We asked consumers how they felt about various returns initiation processes. The responses were mostly metaphorical.
Returns: a convenience wasteland?
More than 3 in 4 consumers said recent online returns experiences were a hassle. We wanted to learn why.
Report card time: how did consumers grade peak season?
Consistently more than half of consumers shopped online each week through peak. While 1 in 4 experienced delivery delays, most seem to have graded retailers on a curve.
How many deliveries are too many?
More than half of consumers have become more aware of the growing mountain of boxes at their doors since the start of the pandemic. Few feel inclined to change it.
“It’s always been a hassle, but now…”
Consumers, delivery tracking…and anger management
Curbside pickup is having a moment
So why do 1 in 4 consumers feel like they're being put to work?
Sad returns: the challenge with in-person drop-off
Among pandemic-weary consumers, nearly half find the process annoying.
Value wins over values
US consumers prefer ecommerce brands who offer easy order experiences over those who focus on values & beliefs (if given the choice).