Wrapped in frustration
Almost three-quarters (71%) of consumers—and 4 out of 5 Millennials— have a reason to pay someone else to wrap their presents for them.
The shippers’ race to a great tracking experience
Our secret shopping data from 2,100 online retailers reveals shockingly low adoption of the tracking features most important to online shoppers, creating opportunity for retailers to set themselves apart with simple—and often free—upgrades.
Consumers’ top tracking priorities
Consumers’ top three priorities from a tracking experience are delivery date information, the ability to see updates without entering log-in information, and the option to get SMS/text updates.
Introducing: Returnament 2022
Amid all-time-high return rates, Pitney Bowes created a competition to find the best balance between returns convenience and just enough friction
Mid-term report cards
Halfway to peak 2021 and amid pandemic recovery, we asked consumers to grade their online order experiences by retail category.
Packaging in the age of YouTube
We return to one of our most popular topics—what consumers believe packaging is worth. Gen Zers (among others!) continue to surprise us.
Like having a limb ripped off
We asked consumers how they felt about various returns initiation processes. The responses were mostly metaphorical.
How many deliveries are too many?
More than half of consumers have become more aware of the growing mountain of boxes at their doors since the start of the pandemic. Few feel inclined to change it.
Value wins over values
US consumers prefer ecommerce brands who offer easy order experiences over those who focus on values & beliefs (if given the choice).