In this eBook, Radial examines the online shopping priorities of more than 2,000 consumers across the United States and Canada. The study explores where opportunities exist, where retailers have room for improvement, and how they can execute strategies that are in line with customer expectations in the ever-changing business of commerce.
As eCommerce sales grow, there has been an inevitable side effect, consumers are demanding more flexibility in how and where they can return merchandise, and expect clear, lenient policies that allow them to return items through any channel. For this report, Radial surveyed more than 2,000 consumers across the United States and Canada, finding 51 percent of Americans and 49.3 percent of Canadians avoid purchasing goods from online retailers who do not offer free returns. Additionally, the study found roughly half of all consumers feel that physically shipping their returns is the single greatest challenge when returning online goods.
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