Webinar: What 2,000 French consumers expect from their delivery & return experience to stay loyal to a brand

For 72% of French consumers, a single bad return experience is enough to stop them from buying from the same merchant again. Most won't say a word. They just never come back.

This is the paradox of the post-purchase experience. It has become a decisive factor for loyalty, yet it plays out in a blind spot: no complaints, no customer service tickets, and sometimes not even a blip in your key performance indicators. Just a customer silently drifting away from your brand.

For the first time, a study conducted by Sapio Research for Shipup by ZigZag, surveying 2,000 French consumers, reveals what is really going on in their minds between the moment they place an order and the moment they decide to return—or switch to a competitor. Exclusive data on the French market, unveiled for the first time during this webinar.

On the agenda:

• Why 72% of French people turn away from a brand after a bad return experience;
• The refund timeframe beyond which you lose your customers' trust;
• Why 1 in 2 French people abandon a purchase due to an unclear return policy;
• The real impact of deliveries on your brand relationship: 1 in 3 French people rearrange their day to receive a package and 87% of those expecting a delivery report at least one delay or non-delivery;
• What Gen Z is already setting as the new rules for the post-purchase experience;
• Practical ways to turn delivery and returns into a competitive advantage;

Every delivery and every return leaves an impression on your customers. The real question is: do you know what they take away from it, and how much it’s costing you?

Join us on September 9th at 10:30 AM. Backed by data.

‍