2026 study report: what 2,000 French consumers expect from their delivery & returns experience to stay loyal to a brand

The research firm Sapio Research surveyed 2,000 French consumers on what really happens after the purchase: delivery, returns, refunds, and more. These moments have become decisive for loyalty, yet they still sit in a blind spot for most brands.

Post-purchase data is everywhere in the UK and the US, but scarce for the French market. Get exclusive figures that show what makes your customers come back, or leave without a word, and what you can do to turn things around.

Inside the report:

Buying and return habits

• The share of purchases made online in France
• The categories most affected by returns
• The behavior gaps between generations

Returns and loyalty

• The impact of a single bad return experience on repeat purchases
• The share of customers who actually trust their returns
• The link between friction and lost customers

Priorities after checkout

• What your customers expect first after buying
• How much the return policy weighs on the purchase decision
• The acceptable refund window, before the relationship starts to break down

Waiting on delivery, a hidden cost

• The time customers really spend waiting for a delivery
• The share of deliveries that arrive late or never show up
• The impact on your customers' daily lives

Package theft

• How often package theft happens in France
• The behavior shifts it triggers
• Who consumers hold responsible

Every delivery, every return leaves a mark in your customers' minds. The problem is that most of them won't say anything: no complaint, no support ticket, just a customer who never comes back. This study puts numbers on what your customers think but never tell you.

The real question: do you know what they take away from it, and how much it's costing you? Step out of the blind spot and get the full study results.