More Than One-Third of Consumers Were Not Satisfied With Their Holiday Gift Return Experiences

SAN FRANCISCO  (  A new study released today by MarketTools, Inc., the leader in software and services for market research and feedback, revealed that more than one-third of customers who returned gifts they received this past holiday season were not satisfied with their return experiences. According to the study, of those not satisfied with the return process, 32 percent cited the retailer’s return policy as the main source of angst, 23 percent were unhappy with the form of refund the retailer provided, and 22 percent were dissatisfied with long lines.

“The return process is a critical element of the retail experience, and retailers should use this opportunity to gather feedback from their customers to improve the overall customer experience,”  said Justin Schuster, vice president of enterprise products at MarketTools, Inc. “By using a solution such as MarketTools CustomerSat to gather feedback from customers immediately following their return experience, retailers can get the insights they need to improve their return and exchange processes, and ultimately improve customer satisfaction and loyalty.”

The returned gifts fell into the following categories: clothing & shoes (62 percent); toys, games & hobbies (16 percent); consumer electronics (14 percent); and kitchen & bath (13 percent).  Beauty & cosmetics and jewelry & watches tied with 10 percent each.

About the Study

MarketTools conducted the study in late January, 2011 using MarketTools ZoomPanel to survey American adults, age 21 and older. Completed surveys numbered 1641. The study has a confidence level of 95 percent and a margin of error of +/- 5 percent. For complete survey results, please contact Andy Kill of Airfoil Public Relations at or (650) 691-7311.

About MarketTools CustomerSat Software and Services

MarketTools CustomerSat is a Web-based enterprise feedback management (EFM) solution used by the world’s leading businesses to capture, analyze, and act on feedback from customers, employees, and partners. MarketTools EFM consultants are available to help CustomerSat customers get the most out of their investment in EFM, from design of satisfaction programs to advanced analysis of survey results. Through the use of comprehensive analytic tools, action management technology, and the expert knowledge of customer satisfaction consultants, MarketTools helps clients optimize satisfaction and loyalty programs that deliver high-value business impact.

About MarketTools, Inc.

MarketTools is the leading provider of software and services for enterprise feedback management (EFM) and market research. The company is focused on providing leading organizations the actionable customer insights they need to make better business decisions that lead to high-value business impact. As the first company to make online surveys widely available on the Web, MarketTools continues its market-leading position by providing the broadest range of powerful, accurate and integrated customer insight technologies that empower companies to become the most customer-centric organizations in their industries. MarketTools’ premier portfolio of technology-based insight brands includes CustomerSat™, TrueSample®, Zoomerang®, ZoomPanel® and ZoomPanel Tech™.

MarketTools is a privately held company with corporate headquarters in San Francisco and European headquarters in London. For more information, please visit