Loop Returns Report Reveals What Shoppers Value Most In the Post-Purchase Experience

New Loop Report: Let Your Returns Power Customer Loyalty


Leading return management platform, Loop, has unveiled its latest consumer survey titled ‘Let your returns power customer loyalty.

The report offers insights into the post-purchase experience and suggests ways in which brands can utilize these findings to cultivate customer loyalty.

Loop conducted the survey in May 2023 among 2,000 online shoppers from the United States and the United Kingdom. The objective was to discern their preferences and priorities regarding post-purchase interactions, aiding merchants in creating relevant and customer-centric experiences.

The findings indicate a shift in consumer expectations, as they now seek more than just free returns. Instead, they desire a superior experience that demonstrates genuine concern from brands.

Specifically, consumers prioritize hassle-free and seamless returns, personalized experiences, and guarantees of product quality.

“Consumers consistently express their desire for flexible and comprehensive return options. At Loop, we strive to grasp the precise meaning behind these sentiments so that we can assist our merchants in providing the best possible experience for their customers,” said Tasha Reasor, SVP of Marketing at Loop.

“Our latest consumer report empowers brands with actionable insights on prioritizing brand loyalty through effective post-purchase practices.”

Key Takeaways From the Loop Report

Consumers seek seamless and customizable experiences. Shoppers are averse to confusing or complicated returns processes, which may impact their likelihood of making repeat purchases. Approximately 69% of respondents emphasized the importance of an easily understandable returns policy.

The survey also highlighted various preferences for return methods: 47% preferred dropping off packages at a shipping partner, 37% sought to avoid the hassle of repackaging by returning items in-store, and 36% desired the convenience of at-home pickup.

Personalization has become the norm. A significant majority (75%) of consumers now expect retailers to recommend new products based on their previous purchases and interactions. Moreover, 82% of consumers find themselves highly motivated to make repeat purchases when offered post-purchase coupons, discounts, or enrollment into loyalty programs.

These initiatives help foster a stronger personal connection between the brand and the shopper.

Quality guarantees play a crucial role in online shopping. Consumers consistently ponder the quality of products when making online purchases. In fact, a staggering 93% of respondents revealed that they are more likely to buy from retailers who offer quality guarantees or warranties.

Additionally, 25% expect some level of quality assurance. As a testament to this concern, 92% of consumers regularly review retailers’ return policies before making a purchase – a notable increase of nine points compared to the previous year. Emphasizing warranties within return policies can effectively capture consumers’ attention right from the outset.

Reasor concluded, “Brands possess the ability to create customer-centric experiences at their fingertips. While there is no one-size-fits-all approach to returns in today’s landscape, understanding what your shoppers value and devising policies to cater to those values can significantly contribute to building vital relationships with customers, leading to long-term loyalty.”

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