Home / Knowledge / News / Apparel/Garments / Only 61% UK customers happy with online returns service
Only 61% UK customers happy with online returns service
29
Apr '16
The importance of offering a returns service that meets with customer expectation has been underscored by a new study into customer expectation around online delivery in the UK.

The IMRG Blackbay UK Consumer Home Delivery Review 2016, the eighth in the series, asked 1,000 online shoppers 50 questions to gain a comprehensive view of their developing expectations and perceptions in this key part of the customer experience.

“Overall, UK shoppers are relatively satisfied with the quality of online delivery and we have seen gradual improvements in a number of measures over the eight years we have been tracking progress in this area,” the review said.

“However, we have also recorded a gap developing between customer expectation and customer satisfaction in the area of returns – while 74 per cent consider a good returns service important when selecting the retailers they shop with, only 61 per cent are actually satisfied with the returns service they receive,” it noted.

The ability to drop-off the return or have it collected are important and the solutions to enable this are in place – but the main thing customers want relates to information. Access to real-time tracking, updates on the status of their return and conformation of return are all required to keep customers happy and loyal.

Andrew Starkey, head of e-logistics, IMRG, said, “Customers are also saying they want to be kept informed as to the progress of their delivery so they can plan to be available to receive their orders accordingly.”

“The market continues to advance and improve the service offering for consumers, however there is still a lack of consistency in delivery and returns performance and a general lack of control given to the consumer throughout the parcel journey,” said Nigel Doust, CEO, Blackbay.

Blackbay is a leading provider of mobility enabled solutions for the transport and logistics Industry. IMRG (Interactive Media in Retail Group) has been the voice of e-retail in the UK. (SH)

Fibre2Fashion News Desk – India


Must ReadView All

Pic: Dong Nhat Huy / Shutterstock.com

Apparel/Garments | On 20th Apr 2021

New guidance for Vietnam's apparel and footwear industry

The Australian Human Rights Commission has released new human rights...

Pic: Shutterstock

Textiles | On 20th Apr 2021

Egypt ready for world's largest textile factory by March 2022

Egypt is going full throttle with the construction of a textiles...

Pic: I Love Coffee dot Today / Shutterstock.com

Apparel/Garments | On 20th Apr 2021

COVID-19 lockdown halts garment production in parts of Cambodia

A 14-day lockdown imposed to curb the spread of COVID-19 pandemic has ...

Interviews View All

Textile Industry, Head honchos

Textile Industry
Head honchos

Indian apparel industry looks poised for slow death

International apparel brands, Head honchos

International apparel brands
Head honchos

Launched first collection at onset of Covid

Textile Industry, Head honchos

Textile Industry
Head honchos

Fashion tech has to be lean and very productive

Laxmikant Rathi,

Laxmikant Rathi

With more than 60 years of experience in the textile industry, Ideal...

Bharat Ahuja,

Bharat Ahuja

A mono store brand, <b>Bharat Ahuja's</b> Desire Design Studio has emerged ...

Seema Mishra,

Seema Mishra

Set up in January 2020 by <b>Seema Mishra</b>, the Kasrawad Art Cluster...

Andreas Lukas, Andritz Nonwoven

Andreas Lukas
Andritz Nonwoven

With forces in engineering and process development, Andritz Nonwoven...

Daniel Kaye, RocketLife

Daniel Kaye
RocketLife

<div>RocketLife, an award-winning developer of breakthrough visual...

Robert Brookins, Alexium International

Robert Brookins
Alexium International

Alexium International is a specialty chemical development company...

Sailesh Singhania, Sailesh Singhania Label

Sailesh Singhania
Sailesh Singhania Label

The Sailesh Singhania label was created to promote handwoven sarees and...

Sarah Denise Cordery, Sarah Denise Studio

Sarah Denise Cordery
Sarah Denise Studio

Manchester, England-based Sarah Denise Studio provides relevant fashion...

Sweta Tantia, Tahweave & Garo

Sweta Tantia
Tahweave & Garo

Designer Sweta Tantia owns Garo, a couture indutva or ethnicwear brand,...

Press Release

Press Release

Letter to Editor

Letter to Editor

RSS Feed

RSS Feed

Submit your press release on


editorial@fibre2fashion.com

Letter To Editor






(Max. 8000 char.)

Search Companies





SEARCH

Leave your Comments


April 2021

Subscribe today and get the latest update on Textiles, Fashion, Apparel and so on.


Advanced Search