Teleperformance flags fragmented returns processes as driver of retail customer churn

By Public Technologies
  • Teleperformance's retail analysis identifies disconnected returns processes as a driver of customer churn, with refund delays undermining customer confidence.
  • Bain & Company research shows a 5% increase in customer retention can lift profits by 25% to 95%, depending on industry.
  • NRF findings show 76% of consumers are more likely to choose return options offering instant refunds or exchanges.
  • Fraud accounts for 9% of returns, according to NRF; blanket restrictions delay legitimate refunds while only partially addressing fraud.


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