'The Great Returns Race' Benchmark Q3 2016
This returns benchmark produced by ReBOUND highlights the movers and shakers in the return landscape each quarter.
This study hones in on which fashion brands exhibit ‘best practice’ in returns and we continue to monitor the industry trends each quarter.
The latest installment of ‘The Great Returns Race’ has thrown up a whole host of surprises as you will discover throughout this report. But there is still much to be done by even the winning brands as we are yet to see any retailer hit their full potential.
EXECUTIVE SUMMARY BY ReBOUND CEO, GRAHAM BEST
“This benchmark marks the third in-house report of 2016 and we are starting to see significant trends. For example – for the first time ever, over half of the brands are offering free returns in at least one international market.
We need to look beyond the logistics process now and talk global strategy and policy with “Customer Experience” as the focal point of every decision, not just cost. Our job as market leaders is to provide a roadmap for your success and to help you achieve a competitive edge in this critical area.
We are committed to producing this quality of information for you and will be spreading our net to include specific research about UK returns in the near future. The “Great Returns Race” never stands still and as CEO I invite you to join us.”
RETURNS HIGHLIGHTS FROM Q3 2016
- Site navigation has worsened since last quarter (down by 9%), making the number of ‘moves’ to find the returns advice more complicated across all devices
- For the first time, over half (54%) of brands now offer Free returns in at least one international market. (A rise from 49% in Q2)
- 2 brands now offer customers an unlimited timeperiod to return their orders. (Rohan and Lands End)