While only 18% of retail leaders believe the post-purchase process can be significantly improved, 83% of consumers think there is room for improvement, according survey results from Sorted.
"The notion that 'the customer is always right' is a guiding principle in the retail sector, and this data suggests that our industry could - and should - be doing more," says Carmen Carey, CEO of Sorted. "It's becoming increasingly evident that the post-purchase experience shouldn't be a secondary concern. From preventing potential lost sales and maintaining brand credibility, to delivering a seamless and personalized experience for each customer, focusing on post-purchase experiences is key. Customers see the value in this aspect of the journey, and so should retailers. It makes a big difference.”
From Business Leader:
- The survey revealed that 93% of consumers consider the post-purchase experience to be important. However, only 40% of retailers believe that the post-purchase experience is fully optimized, indicating that retailers need to invest more into their delivery experiences.
- Although both consumers and retail leaders agree on the overall importance of the post-purchase experience – with 93% and 74% respectively acknowledging its significance – the existence of a 20% disparity underscores that retailers still have a considerable distance to cover in order to fulfil customer expectations.
- 79% of consumers admit they wouldn’t purchase from a brand again after a bad post-purchase experience.