Latest news with #LindaEllett
Yahoo
11 hours ago
- Business
- Yahoo
Key reasons why online shoppers abandon their orders before checkout
A recent survey indicates that over two-fifths of consumers have abandoned online purchases due to retailers not offering free delivery or returns. The poll, conducted by KPMG, revealed that 42 per cent of consumers view mandatory delivery or return fees as a deal-breaker. Additionally, 13 per cent admitted to purchasing multiple items with the intention of keeping only their preferred choice or the best fit. KPMG noted that these findings underscore the significance of free delivery and returns for online shoppers, while also highlighting the challenges retailers face due to the overuse of these schemes. Serial returners have increasingly strained retailers' return costs, leading to adjustments in postage policies. The survey also found that 13 per cent of shoppers often buy multiple sizes of clothing or footwear online to find the best fit, returning the rest. Another 12 per cent buy multiple items to evaluate their preferences, returning unwanted products, with this practice being most prevalent among 18 to 24-year-olds, where it affects a quarter of those surveyed. Furthermore, 6 per cent of respondents admitted to buying items for temporary use before returning them "as new" after they were finished with them. The survey also found that 14 per cent of consumers said having no drop-off option or returns locker close to their home stopped them from making an online purchase – rising to a quarter of those aged 18 to 24. Linda Ellett, head of consumer, retail and leisure for KPMG UK, said: 'Free delivery or free and convenient returns options remain a key purchasing driver for many consumers shopping online. 'Companies are having to weigh these consumer demands up against the cost of such schemes, including due to a cohort of consumers that are repeat buying with no intention to keep all items – something that is clear in our research. 'Savvy retailers are increasingly utilising purchasing data to categorise customers into those making genuine returns choices versus the unprofitable serial returner cohort. 'And as technology, including AI, evolves further, the ability to target those taking advantage of free returns policies will improve. This will help retailers reduce the risk of losing those who could become a lifetime shopper and are just gradually becoming accustomed to the brand's sizing and fit.' One Poll surveyed 3,000 UK consumers online between March 5-11. Sign in to access your portfolio
The Independent
11 hours ago
- Business
- The Independent
Key reasons why online shoppers abandon their orders before checkout
A recent survey indicates that over two-fifths of consumers have abandoned online purchases due to retailers not offering free delivery or returns. The poll, conducted by KPMG, revealed that 42 per cent of consumers view mandatory delivery or return fees as a deal-breaker. Additionally, 13 per cent admitted to purchasing multiple items with the intention of keeping only their preferred choice or the best fit. KPMG noted that these findings underscore the significance of free delivery and returns for online shoppers, while also highlighting the challenges retailers face due to the overuse of these schemes. Serial returners have increasingly strained retailers' return costs, leading to adjustments in postage policies. The survey also found that 13 per cent of shoppers often buy multiple sizes of clothing or footwear online to find the best fit, returning the rest. Another 12 per cent buy multiple items to evaluate their preferences, returning unwanted products, with this practice being most prevalent among 18 to 24-year-olds, where it affects a quarter of those surveyed. Furthermore, 6 per cent of respondents admitted to buying items for temporary use before returning them "as new" after they were finished with them. The survey also found that 14 per cent of consumers said having no drop-off option or returns locker close to their home stopped them from making an online purchase – rising to a quarter of those aged 18 to 24. Linda Ellett, head of consumer, retail and leisure for KPMG UK, said: 'Free delivery or free and convenient returns options remain a key purchasing driver for many consumers shopping online. 'Companies are having to weigh these consumer demands up against the cost of such schemes, including due to a cohort of consumers that are repeat buying with no intention to keep all items – something that is clear in our research. 'Savvy retailers are increasingly utilising purchasing data to categorise customers into those making genuine returns choices versus the unprofitable serial returner cohort. 'And as technology, including AI, evolves further, the ability to target those taking advantage of free returns policies will improve. This will help retailers reduce the risk of losing those who could become a lifetime shopper and are just gradually becoming accustomed to the brand's sizing and fit.' One Poll surveyed 3,000 UK consumers online between March 5-11.
Yahoo
18 hours ago
- Business
- Yahoo
Two-fifths of consumers halt online purchase over no free delivery or return
More than two-fifths of consumers have stopped an online purchase because the retailer does not offer free delivery or return, a survey suggests. While 42% consider having to pay for delivery or return a deal-breaker, 13% also admit to buying multiple items with the plan to keep only one they like the most or that fits properly, the poll for KPMG found. KPMG said the findings highlighted the importance of free delivery and free returns to online shoppers but also the challenge posed to retailers from overuse of such schemes. In recent years, serial returners have placed pressure on the cost of returns for some retailers, and even led to resulting changes in postage policies. KPMG found that 13% of people say that when buying clothes or footwear online, they generally buy multiple sizes in order to find what fits best and then return the rest. Some 12% reported generally buying multiple items in one order to see which products they like the most and then returning the rest, with this practice rising to a quarter of those aged 18 to 24. Further, 6% said they buy an item to use or wear and then return 'as new' once finished with it. The survey also found that 14% of consumers said having no drop-off option or returns locker close to their home stopped them from making an online purchase – rising to a quarter of those aged 18 to 24. Linda Ellett, head of consumer, retail and leisure for KPMG UK, said: 'Free delivery or free and convenient returns options remain a key purchasing driver for many consumers shopping online. 'Companies are having to weigh these consumer demands up against the cost of such schemes, including due to a cohort of consumers that are repeat buying with no intention to keep all items – something that is clear in our research. 'Savvy retailers are increasingly utilising purchasing data to categorise customers into those making genuine returns choices versus the unprofitable serial returner cohort. 'And as technology, including AI, evolves further, the ability to target those taking advantage of free returns policies will improve. This will help retailers reduce the risk of losing those who could become a lifetime shopper and are just gradually becoming accustomed to the brand's sizing and fit.' One Poll surveyed 3,000 UK consumers online between March 5-11.
The Independent
20 hours ago
- Business
- The Independent
Two-fifths of consumers halt online purchase over no free delivery or return
More than two-fifths of consumers have stopped an online purchase because the retailer does not offer free delivery or return, a survey suggests. While 42% consider having to pay for delivery or return a deal-breaker, 13% also admit to buying multiple items with the plan to keep only one they like the most or that fits properly, the poll for KPMG found. KPMG said the findings highlighted the importance of free delivery and free returns to online shoppers but also the challenge posed to retailers from overuse of such schemes. In recent years, serial returners have placed pressure on the cost of returns for some retailers, and even led to resulting changes in postage policies. KPMG found that 13% of people say that when buying clothes or footwear online, they generally buy multiple sizes in order to find what fits best and then return the rest. Some 12% reported generally buying multiple items in one order to see which products they like the most and then returning the rest, with this practice rising to a quarter of those aged 18 to 24. Further, 6% said they buy an item to use or wear and then return 'as new' once finished with it. The survey also found that 14% of consumers said having no drop-off option or returns locker close to their home stopped them from making an online purchase – rising to a quarter of those aged 18 to 24. Linda Ellett, head of consumer, retail and leisure for KPMG UK, said: 'Free delivery or free and convenient returns options remain a key purchasing driver for many consumers shopping online. 'Companies are having to weigh these consumer demands up against the cost of such schemes, including due to a cohort of consumers that are repeat buying with no intention to keep all items – something that is clear in our research. 'Savvy retailers are increasingly utilising purchasing data to categorise customers into those making genuine returns choices versus the unprofitable serial returner cohort. 'And as technology, including AI, evolves further, the ability to target those taking advantage of free returns policies will improve. This will help retailers reduce the risk of losing those who could become a lifetime shopper and are just gradually becoming accustomed to the brand's sizing and fit.' One Poll surveyed 3,000 UK consumers online between March 5-11.
Yahoo
20-05-2025
- Business
- Yahoo
Retail sales shoot up in sunniest spring on record
Retail sales rose at their fastest rate for more than a year after warm weather drove Brits to bring forward summer purchases. Total retail sales in the UK increased by seven per cent year on year in April after declining of four per cent in the same month last year, according to new figures from the British Retail Consortium. Food sales rose 8.2 per cent after falling 1.6 per cent last April, while non-food sales – including clothes, toys and DIY goods – rose 6.1 per cent versus a drop of six per cent last year. The proportion of non-food items bought online decreased to 36.4 per cent in April from 36.5 per cent in April 2024, a drop attributed to warm weather encouraging Brits outside and onto the high street. 'The sunniest April on record brought with it a boost to retail sales,' Helen Dickinson, chief executive of the British Retail Consortium, said. 'While the stronger performance was partially a result of Easter falling in April this year, the sunshine prompted strong consumer spending across the board,' she added. Next became the first major retailer to report the sales boost from the warm weather last week, with retail sales in the UK up 5.2 per cent in the first quarter. The FTSE100 giant said 'much of the over-performance' in the first quarter was the result of warmer weather, which 'benefited the sale of summer-weight clothing'. 'In our experience, shops benefit disproportionately from the favourable weather,' Next said. Total UK footfall increased by 7.2 per cent in April year on year, up from a fall of 5.4 per cent in March, according to the BRC. Peel Hunt analysts said they expected the weather to boost retailers B&Q and Dunelm, with a 'clear read-across' for the entire sector. Both are due to report results later in the spring. UK head of consumer, retail & leisure at KPMG, Linda Ellett, said that despite growing retail sales consumers say they are 'still taking steps to manage their household budgets'. 'Retailers will need to focus on how they can continue to unlock spending over the coming months to keep the growth going – including capitalising on purchases related to strong summer holiday demand,' Ellett while retrieving data Sign in to access your portfolio Error while retrieving data Error while retrieving data Error while retrieving data Error while retrieving data
