UPS study finds online shoppers want omnichannel experiences, flexible shipping costs, convenient returns

RESTON, Va. & ATLANTA–()–comScore, Inc. (NASDAQ: SCOR), a leader in measuring the digital world, and UPS (NYSE: UPS) today released the global study in the UPS Pulse of the Online Shopper™ series, revealing online shoppers are looking for more control over their shipping and delivery experiences. The study includes data from more than 14,000 frequent online shoppers in the U.S., Canada, Europe, Asia, Australia and Mexico.

According to the report, shoppers in the United States are the most satisfied with online shopping experiences at 83 percent, while consumers in the Asia Pacific are least satisfied at only 50 percent. The flexibility around delivery and returns were among the areas with the least satisfaction across the globe.

As mobile and social channels continue to change the way consumers shop, the study found creating a mobile app can help prevent comparison shopping in all markets, especially in Mexico and Europe, nearly half in the United States, but not as much in Asia. Global consumers are connected to social media channels and are open to promotions from retailers.

“Liking” a brand through Facebook is most prevalent in Asia (81 percent) and Mexico (76 percent) – but least common in Europe. The majority of shoppers in Asia and Europe (79 percent) prefer to access retailers though mobile or digital channels, while more than ⅓ of shoppers in Canada and Australia prefer to shop in-store.

Canadian consumers trade speed for cost, as do U.S. shoppers – but in Asia they’re less patient, only willing to wait four days for their purchases to arrive. More than half of consumers around the world said they would shop more with a retailer offering a hassle-free returns policy.

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