Vision - November/December 2008 - (Page 48)

Important (net) Neutral JUST THE STATS THE LATEST INDUSTRY NUMBERS ] • [ Not Important (net) What Happens to Returned Products? CEA’s recent study CE Product Returns: 49% 8% 46% Why They Happen and How to Reduce Product Them provides valuable insight into the Registration nagging issue of product returns. While Rate 29% product returns continue to be an expen- 62% sive issue for manufacturers and retailers 30% Net product alike, there are some recommended steps registration=40% 23% to reduce the ﬁnancial impact: 21% • Have a clearly stated (and visible) returns policy. 14% • Train sales professionals Important (net) to educate consumers on use and necessary acces7% 7% Neutral sories to ensure best performance of the product. Not Important (net) • Provide accurate and easy-to-understand in-store displays, advertising, telephone support and user manuals. • Train sales professionals to ask questions and give product demonstrations during Base: random national sample of 441 their interaction with consumers. U.S. adults that returned/exchanged 2008 2005 Registered product online Filled out reg card and mailed in Other registration method Did not register product a CE product in past 2 years 50% 40% 30% Consumer Awareness of Return Policies Improve 63% net aware in 2008 vs. 70% in 2005 76% 70% 8% 29% 62% Women more aware of stores return policy than men 20% 2008 2005 9% 4% 9% 7% 8 To the manufacturer 40% 30% 20% 10% 0% 10% Important (net) To the store where it was purchased Neutral Shipped back to the online store where it was purchased 0% Not Important (net) Base: random national sample of 2,000 U.S. adults 76% 80% Retailer’s Level of Scrutiny Observed by Consumers During Returns Very high scrutiny 2008 2005 2002 14% 15% 40% 70% 49% 46% 19% 50% Where Do Consumers Return Their Products? 70% 49% 60% 50% 46% 50% 40% High 30% 23% 7% 11% 30% 30% 21% 9% 7% 8%11% 9% 4% 14% 4% 2% Shipped back to the online store where Filled out purchased it was 2008 reg card and 2005 mailedmanufacturer To the in Registered To a retailer di erent product from the online original purchase point Other Don’t know/other registration method www.CE.org 30% 20% 10% 0% 21% 10% Somewhat high, somewhat low 14% 2008 2005 16% Low Registered product online Filled out reg card and mailed in Other registration method Did not register product No scrutiny at all 0% 32% 33% 27% 5% 10% 15% 20% 25% 30% 35% Base: random national sample of 441 U.S. adults that returned/exchanged a CE product in past 2 years Source: CEA Market Research Base: random national sample of 441 U.S. adults that returned/exchanged a CE product in past 2 years 48 November/December 2008 Did not register product 16% 15% 0% To the store where it was purchased 7% 7% 14% 19% 10% 2008 2005 14% 20% 23% 7% 7% http://www.ce.org

Table of Contents Feed for the Digital Edition of Vision - November/December 2008

Vision - November/December 2008 Contents Shapiro's Spectrum In this Issue The Economist C4 Trends Going Global Visionary CES Unveiled Eco-Intelligence Is Vital in a Sustainable Global Market XGP— A Game Changer Enhancing the Tech Experience High-Definition Decade Public-Private Partnerships CEA Newsline Tech Speak Tech Policy Eye on Business Market Insider Just the Stats

Vision - November/December 2008

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