Purolator Inc.

New Purolator survey provides insights into holiday gift return attitudes of Canadians

76 per cent of Canadians who received gifts this holiday season are very satisfied

62 per cent of Canadians who would not return a gift say they keep them out of guilt

Toronto, ON, January 13, 2014 – Purolator’s second annual Holiday Gift Returns Survey revealed important insights for Canadian retailers. According to the survey, three-quarters (76 per cent) of Canadians surveyed were “very satisfied” with the gifts they received from friends, family and loved ones this holiday season.

In addition, of those Canadians who say they would return their holiday gifts, 75 per cent state they would be more likely to shop online if they could return gifts with free shipping. Forty-one per cent of Canadians who say they would be more likely to shop online if they could return gifts with free shipping also said they have shopped with a particular vendor online because of the offer of free return shipping.

“These survey findings reveal that customers are paying attention to retailer return policies when making shopping decisions,” said Ramsey Mansour, Purolator’s Vice President of Marketing. “They also show that Canadians are great gift givers and gracious receivers when it comes to unwanted gifts.”

Of those Canadians who were unhappy with a holiday gift, 41 per cent said they would not return or exchange it. The majority cited feelings of guilt as the main reason for not returning these unwanted presents (62 per cent). Other reasons include plans to donate unwanted gifts (14 per cent), the intention of regifting unwanted presents (11 per cent) and reluctance to pay for return shipping (11 per cent). Thirty-seven per cent of respondents would not tell the gift giver if they decided to return an unwanted holiday present.

Adults 55 years and older most satisfied with their holiday gifts – and least likely to return them

The survey findings revealed that Canadians aged 55 and older who received gifts this holiday season are the most satisfied with their gifts (85 per cent), followed by respondents aged 35 to 54 (73 per cent) and those aged 18 to 34 (67 per cent).

Mature adults who received gifts this holiday season are also the least likely to return unwanted gifts (54 per cent); 63 per cent of respondents aged 18 to 34 said they would return unwanted gifts while 61 per cent of Canadians aged 35 to 54 would return them.

British Columbians surveyed most likely to return unwanted presents; Quebecers surveyed least likely

When reviewing the results by region, British Columbians surveyed are most likely to return gifts they don’t like (74 per cent), followed by Ontarians surveyed (62 per cent), Albertans surveyed (56 per cent) and Quebecers surveyed (51 per cent). This marks a shift from last year’s survey, in which 75 per cent of respondents in Alberta said they would return unwanted gifts compared to 58 per cent of British Columbians polled.

To learn more about Purolator’s shipping options, visit www.purolator.com to access Purolator E-Ship™ Online or call 1 888-SHIP-123 to schedule a pickup. Canadians can also visit any Purolator Shipping Centre, shipping agent or STAPLES location.

About the survey

From Jan. 3 to 4, 2014, an online survey was conducted among 1,010 randomly selected Canadian adults who are Angus Reid Forum panelists. The margin of error – which measures sampling variability – is +/- 3.1 per cent, 19 times out of 20. The results have been statistically weighted according to education, age, gender and region (and in Quebec, language) Census data to ensure a sample representative of the entire adult population of Canada. Discrepancies in or between totals are due to rounding.

About Purolator

Ranked one of the top 25 brands among Canadian consumers since 2011, Purolator is Canada’s leading integrated freight and parcel solutions provider. Celebrating over 50 years of delivering Canada on time, Purolator continues to expand its reach and renowned service levels and reliability to more people, more businesses and more places across the country and around the world. Purolator is proud of its Canadian heritage and is focused on sustainably positioning itself for future growth and success. Purolator is also committed to contributing to the well-being of the communities it serves and where more than 12,000 of its teammates live, work and play.

Media contact:
Meaghan Moroz
NATIONAL Public Relations

Courtney Reistetter
Manager, Corporate Communications
Purolator Inc.
905 712-1084 ext. 23851
Cell: 1-416-407-5424

Published: January 13, 2014
Topics: Corporate