Posts Tagged ‘return’

Most product returns aren’t due to problems

Saturday, June 28th, 2008

According to a study by Accenture in the US, reported by the PC World site, only 5% of electroninc products returned to retailers were due to them malfunctioning.  The study suggested that 27 percent of returns were due to buyers remorse, however a massive 68 were due to the products failing to meet there expectations.  This was either due to the customer thinking it was defective when it wasn’t or not behaving as expected.  With return rates at between 11 and 20 percent this represents a massive number of items returned as they do not provide a satisfactory user experience.   This may also be partly due to the way electronic products are bought.  Often the customer purchases online or in store without first interacting with the product. This may result in users being less forgiving if they experience difficulty as they have already paid for the product.

Most Returned Products Work Fine, Study Says