Survey: Returns impact online customer retention

A positive post-purchase experience is crucial to both obtaining and retaining digital customers. According to “Consumer Report: How Returns Impact Customer Retention,” a new survey of more than 1,000 U.S. online shoppers from Shopify returns platform Loop, customers pay close attention to a brand’s return policies. Close to six in 10 (57%) surveyed shoppers are willing to abandon a brand entirely when provided a poor post-purchase experience.