According to the Counterman magazine 2009 Reader Profile, the leading reason for returns at both the jobber and retail levels was when a shop ordered more than the job required. As the chart below illustrates, this occurred more at the jobber level (30 percent) than it did at retail outlets (24 percent).
Other leading reasons for returns included ordering a part in error, warranty, customer cancellation and incorrect catalogs or packaging.
Methodology:
In September 2009, Babcox Research mailed 4,499 questionnaires to jobber and retail subscribers of Counterman magazine. More than 450 surveys were completed and returned for a 10 percent response rate. Both audiences, jobbers and retailers, were sent the same questionnaire. Babcox Research also asks similar questions of independent repair shops in its annual P.A.R.T.S. (Professional Automotive Repair Technician Survey).
For more information about Babcox Research, visit http://www.babcox.com/marketing_research.html.