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FedEx survey highlights evolving consumer demands for flexible return options

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FedEx survey highlights evolving consumer demands for flexible return options
Policy
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John Dietrich FedEx Executive Leadership Executive Vice President and CFO | FedEx

FedEx Corporation has published its second annual FedEx Returns Survey, conducted in collaboration with Morning Consult. The survey explores changing consumer expectations that are influencing the returns process in e-commerce.

The survey reveals varying preferences for returning online purchases based on income and generational differences. A significant portion of higher-income earners (66%) and baby boomers (59%) prefer in-store returns. In contrast, 20% of Gen Z and millennials favor home pickup, with 19% of millennials also choosing mailbox drop-offs. Jason Brenner, senior vice president at FedEx, commented on these findings: “Consumers are making it clear that flexibility and convenience are essential when it comes to returns.”

Consumer opinions on the ease of returns show a division. While 51% believe that returns have improved, 32% remain neutral, and 17% feel the process is more challenging. Optimism is highest among millennials (56%) and high-income groups (58%), while Gen X (21%), Gen Z (18%), and lower-income consumers (18%) express doubts.

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Return policies play a crucial role in shopping decisions, with two-thirds of respondents considering them before purchasing. Nearly 30% say return policies impact their decision to complete a transaction.

The survey was conducted between December 14 and December 20, 2024, gathering insights from 2,200 U.S. consumers and 1,000 U.S. business shippers.

FedEx Corp., known for its extensive transportation and e-commerce services worldwide, remains committed to innovation in customer service.

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