Consumer Attitudes & Behavior

RESTON, Va., and ATLANTA — A simple and convenient returns policy is an important factor in the decision to make a purchase online, a new study form comScore and UPS found. According to the Online Shopping Customer Experience Study, 63% of online shoppers look at a retailer’s return policy before making a purchase. Nearly half said they would shop more often and recommend a retailer with a lenient returns policy, indicating its value in driving customer loyalty.

Reston, Va. -- A significant 63% of online shoppers look at a retailer's return policy before making a purchase, and nearly half said that they would shop more often and recommend a retailer with a lenient returns policy, according to a new study by comScore. The report, commissioned by UPS, evaluates consumer shopping habits from pre-purchase to post-delivery. It is based on a comScore survey of more than 3,100 U.S. online shoppers.

Chelmsford, Mass. -- Kronos Inc. said Thursday that its Retail Labor Index for May, which characterizes the current state of the demand and supply sides of the labor market within the U.S. retail sector, rose to 4.1%. (This index is defined as the ratio of hires to applications within a given month, expressed as a percentage. A level of 3.0% means that for every 100 applications received, three hires occurred).

The May reading of the Retail Labor Index reflected a moderate decline in hiring outpaced by a sharp drop in applications.


FORT WORTH, Texas -- Pier 1 reported that same-store sales rose 7.2% in the first quarter, helped by strong holiday assortments. First-quarter revenue was up 8% to $361 million, beating Wall Street's estimate of $360.7 million.

President and CEO Alex Smith said Thursday that the shoppers have been buying the retailer's Easter, spring, Mother's Day and Memorial Day products.

The trend of improving delinquency rates within Target’s credit card portfolio just keeps getting better, and in May the percentage of customers past due on their accounts sank to another new low.

Target’s more selective granting of credit and shoppers more judicious use of their cards sent the number of accounts 60 and 90 day past due down to 2.6% and 1.8%, respectively. Those figures are represented continued improvement from comparable April numbers of 2.7% and 1.9% that also set a new low and were a marked improvement from earlier in the year.

New York -- With only a few exceptions, retailers are posting solid gains in May, with such chains as Target, TJX, Ross and TJX Cos. beating Wall Street forecasts for the month. The Thomson Reuters Same-Store Index, which tracks the stores that release monthly sales reports, is expected to rise 3.6% in May.

"Analysts are taking a careful approach to May same-store sales given the cautious tone issued by most retailers on second-quarter earnings guidance," said Ken Perkins of Retail Metrics, in a research report.

New York -- J.C. Penney appears to be relenting a bit on the strict non-promotional strategy launched by CEO Ron Johnson.

In a report on CNBC.com, Deutsche Bank analyst Charles Grom said the chain has added five "Best Price Friday" events to its calendar. The first took place the Friday of Memorial Day weekend, and another is scheduled for Black Friday in November. Others may occur at peak sales times, according to Grom.

New York -- A survey released Wednesday by Harris Interactive found that spending can be impacted by concern for the environment. While that has remained constant among many age groups, more young adults ages 18-to-24 say they are taking the environment into consideration when making purchases.