Home
Global Supplier Directory
APPLIANCE Engineer
Supplier Solutions
APPLIANCE Line
Whitepaper Library
Calendar of Events
Association Locator
Contents Pages
Market Research
Subscription Center


 
Daily News

Consumers Want More Product Information from Manufacturers and Retailers, Says Survey
Oct 17, 2002
 Printable format
 Email this Article
 Search

A new survey released by the Consumer Electronics Association (CEA) shows that consumers need more information before the sale in order to reduce product returns. On average, 7 percent of products sold to consumers at the retail level, representing U.S. $6.7 billion in manufacturer-to-dealer sales in 2002, are returned to either retailers or manufacturers.

The most common reasons cited for returning these products were that, "the product was broken" or "it did not work like I thought it would." However, with the product defect rate for consumer electronics at less than four percent, many of these returns are not actually due to faulty products, but rather "operator error," meaning that the consumers did not know enough about their product to operate it properly. In the cases where a product actually did fail, nearly half of consumers (48 percent) purchased a replacement product.

According to consumers, getting more information about products, either before purchase or at the point of sale, will help reduce return rates. Of those surveyed, 20 percent said consumers should do more research before making a purchase. Better pre-sale information from sales staff (16 percent) and more informative in-store displays (14 percent) also were cited as ways to reduce returns.

While the majority of buyers are satisfied overall with return processes, a significant number of consumers are expressing frustration with industry polices. Nearly 60 percent of consumers surveyed said they were satisfied with the return process, compared to 78 percent in 2000. Survey respondents cited higher dissatisfaction rates because 1) there is a perceived higher volume of returns; 2) it seems to take longer to get a product returned; and 3) consumers feel returns policies are becoming more restrictive.

By product category, in-car electronics had the highest rate of return (11 percent) with audio products having the lowest rate (5 percent). Eight percent of communications products, seven percent of video products and 6 percent of PC/video game products were returned.

The "Return Rates and Issues" survey was conducted via telephone interview to a representative sample of 1,000 U.S. adults during September 2002. The complete study is available free to CEA member companies. Non-members may purchase the study for $499 by visiting www.eBrain.org or sending an e-mail to info@ebrain.org.

Back to Daily News

 

Daily News

...........................................................

Oct 23, 2014: Whirlpool Corporation to Showcase Resource-Efficient Technologies at Greenbuild

Oct 23, 2014: CWIEME Chicago exhibition had record attendees

Oct 22, 2014: Middleby to add U-Line to residential appliance business

Oct 22, 2014: iRobot's 3Q exceeds expectations, driven by Home Robots growth

Oct 22, 2014: Whirlpool Canada named 2014 Energy Star Manufacturer of the Year

More Daily News>>

RSS Feeds
.........................................................
Appliance Industry
Market Research

...........................................................

September 2014: Appliance Industry Focus: HVAC
June 2014: Appliance Magazine Market Insight: April 2014
May 2014: Appliance Magazine Market Insight: March 2014
April 2014: Appliance Magazine Market Insight: February 2014




 
Contact Us | About Us | Subscriptions | Advertising | Home
UBM Canon © 2014  

Please visit these other UBM Canon sites

UBM Canon Corporate | Design News | Test & Measurement World | Packaging Digest | EDN | Qmed | Plastics Today | Powder Bulk Solids | Canon Trade Shows