FedEx survey highlights evolving consumer demands for flexible return options

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.