Return rates in Germany have been high for years - and a trend reversal is not in sight. Every return not only means costs and effort for retailers and manufacturers, but also a growing ecological burden. At the same time, however, returns show where product expectations and actual product perception diverge.
The latest KPMG Consumer Snapshot on the topic of "Returns behaviour in Germany: a question of attitude?" also shows that many consumers are aware of the problem of returns - 59% of respondents feel personally responsible for avoiding returns in the interests of sustainability. How does this sense of responsibility fit in with the reality of the flood of returns?
In the Consumer Snapshot, we analyse the reasons for returns and show which product groups are particularly affected. The study provides concrete ideas on how retailers and manufacturers can take action along the customer journey to reduce returns - without jeopardising the customer experience.
