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Holiday Survey on Shopping & Returns: What Consumers Expect from Retailers in 2021

Summary

Since the pandemic, massive supply chain delays, labor shortages, and Covid transmission concerns have reinvented holiday shopping (and returns).

Gone are the days of waiting until Black Friday to storm the shelves for gifts. In-store traffic on Black Friday this year dropped 28.3% compared to pre-pandemic levels. Instead, consumers are shopping online weeks in advance and spreading out purchases across different product categories. This new normal means consumers have radically different expectations this year, and they want retailers to oblige.

To find out exactly how shoppers feel and what they expect from retailers, our team at goTRG conducted a 2021 holiday survey. We discovered that retailers with convenient returns options that appeal to evolving consumer demands while delivering seamless service will earn customer favor.

Perhaps easier said than done in some cases, but let’s dive into the details.

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