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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.
