Underestimating the Importance of Post-Purchase Customer Care

  • Over a third of consumers feel unvalued by retailers after making a purchase
  • 54% of shoppers expect basic care post-payment
  • 37% of Gen Z consumers want personalized service with data retention
  • Easy returns and refunds process is crucial for customers
  • Poor APEX can lead to customer loss and decreased sales

A new report by Valitor reveals that over a third of consumers feel unvalued by retailers after making a payment. The study highlights the need for better post-purchase customer care, with 54% expecting at least basic care following a transaction. Personalization is key for Gen Z shoppers, while easy returns and refunds are crucial for all. Retailers ignoring the After Payment Emotional Experience (APEX) do so at their own risk.

Factuality Level: 8
Factuality Justification: The article provides accurate and relevant information about a report by Valitor on consumer expectations after making a payment. It presents data from the report in a clear and concise manner, highlighting key findings such as the importance of personalization, easy returns process, and the impact of APEX on customer loyalty. The article also includes a quote from Halldór Lúðvígsson that adds insight into the topic.
Noise Level: 3
Noise Justification: The article provides relevant information about consumer expectations and preferences after making a payment, but it could benefit from more in-depth analysis or data on how retailers can improve their APEX to retain customers and increase sales.
Financial Relevance: Yes
Financial Markets Impacted: The article discusses consumer behavior and expectations in relation to retailers’ after-payment experiences, which can impact companies’ sales and customer loyalty.
Financial Rating Justification: The article is relevant to financial topics as it discusses the importance of customer experience and satisfaction for retailers, which can affect their sales and overall performance. This can have an impact on the financial health of these companies.
Presence Of Extreme Event: No
Nature Of Extreme Event: Other
Impact Rating Of The Extreme Event: Minor
Extreme Rating Justification: There is no extreme event in this article, but the main focus is on retailers’ after-payment experience and customer satisfaction. The impact of this issue can be considered minor as it mainly affects consumer perception and loyalty towards retailers.

Reported publicly: www.retailsector.co.uk