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Change in delivery return options selection during coronavirus in the UK 2020

The comparative results of surveys conducted in May 2020 and August 2020 revealed that in the United Kingdom (UK), the most preferred option when returning items purchased online was collection from home with 36 percent. This option was followed by dropping the product off at a Post Office with 26 percent of the respondents in June opting for this. Dropping items off at a Royal Mail Customer Service Point and, into a Parcel Postbox were somewhat unpopular among online shoppers as approximately 7 percent of the customers chose them.

Change in customer preference of different delivery return options during COVID-19 pandemic in the United Kingdom (UK) from May to August 2020

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Release date

October 2020


United Kingdom

Survey time period

May 2020 to August 2020

Number of respondents

500 respondents

Age group

18 years and older

Special properties

Shoppers who purchased or returned online

Method of interview

Online survey

Supplementary notes

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