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No Fault Found Electronic Product Returns Survey Results

Welcome to the first major research project since 2011 on the subject of no fault found returns of electronic products.

When you download the survey, you’ll discover exactly why 41 percent of consumers have returned a non-defective device in the past 12 months and how companies can slash return rates.

In fact, according to the last report on the topic by Accenture, a massive 68% of all consumer electronics product returns fall under the NFF umbrella – situations when an item is sent back despite functioning properly.

This translates to over $17 billion in lost annual revenues for brick-and-mortar and online retailers.

The survey provides a full breakdown of the categories most affected by no fault found (NFF) product returns, including small home appliances such as coffee machines, entertainment products, small gadgets, phones and tablets, large white goods and home office products.

It also addresses the customer pain points that result in 65 percent of respondents returning non-defective electronics soon after purchase, unpacking consumers’ frustration during unboxing, installation, and first use and explaining the reasons for their dissatisfaction.

  • 54 percent of consumers agreed that they would return a product if they found it difficult to install.
  • Nearly 70 percent said they would return a product if they found it hard to operate.
  • Only 16 percent claimed they’d had the ability to “try before they buy” either physically in the store or virtually via video or augmented reality.

You’ll discover why instructions, product manuals and still images fail to prevent NFF product returns.

And with the rising popularity of YouTube unboxing videos, you’ll see why 45 percent say visual channels like expert-led video streaming and augmented reality demos would avoid the need to send back an electronic product.

A year after its investigation into consumer preferences for self-installation, TechSee polled more than 3,000 consumers for the study, interviewing men and women aged 18 to 60 of varying incomes, educational levels, and geographic locations across the US.

Enter your details and get your hands on this groundbreaking survey.

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