nShift: IMRG study finds retailers' delivery and returns propositions are crucial to winning custom
LONDON, Nov. 29, 2023 /PRNewswire/ -- The Delivery Service index (DSi), sponsored by nShift, highlights the role of clear information relating to deliveries and returns and the impact this can have for retailers on increasing new customer conversions. It also found that offering the right mix of delivery options and price points is key to protecting retailer margins without discouraging customers.
- It examines the types of delivery and returns services that retailers are providing, how the information is presented, the areas that could be improved and the impact to both consumers and retailers of getting delivery and returns right.
- With returns, retailers often debate whether they should be free, and previous IMRG research has shown that 70% of customers expect this to be the case.
- From the DSi sample, 42% of merchants offer free returns with pre-paid labels, amplifying the divide in perspective.
- Websites were chosen to represent a broad selection of the market, including all contributors to the IMRG Online Sales Index.