UPS PULSE OF THE ONLINE SHOPPER€¦ · would choose cheaper, but slower delivery options 62%...
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Source: UPS Pulse of the Online Shopper, 2019. The study, conducted by PwC, is based on the responses of 18,065 participants worldwide who made at least two online purchases in a typical three-month period. The survey was conducted between December 13, 2018 and January 25, 2019. ©2019 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are registered trademarks of United Parcel Service of America, Inc. All rights reserved. To download the full 2019 UPS Pulse of the Online Shopper research report, visit ups.com/pulse/ca will post a negative review online when they feel they’ve had a poor customer experience 53 % indicated that Amazon is their go-to research source 57 % say that other than price, customer reviews influence their purchase decision 30 % Consumer reviews drive revenue. Make your customer experience a competitive differentiator by providing a loyalty program, post-purchase communications, and by encouraging more reviews. 82 % of global consumers between the ages of 17-24 are open to paying for accelerated delivery options would choose cheaper, but slower delivery options 62 % joined a loyalty program for free shipping 25 % searched online for promo codes 33 % chose the slowest transit time offered because it was free 42 % added items to their carts to reach free shipping threshold 48 % Total cost matters. Speed is negotiable. Be upfront about delivery costs and free shipping qualifications then offer incentives (e.g. discount or giſt card) to entice consumers to choose slower options. Shoppers take a variety of actions in order to obtain free shipping. Are less likely to purchase an item if they will have to pay for returns 69 % Said returns experience affects their likelihood to continue to shop with the retailer 72 % Were dissatisfied with a returns experience because the return policy was unclear, restrictive, or could not be found 31 % Look for a retailer’s returns policy before purchasing 57 % Preferred method of payment wasn’t offered 17 % The desired item was out of stock 34 % Cost of delivery was higher than expected 49 % Return policies are also important to customers: Consumers oſten abandon a shopping cart at the end of the purchase journey because: Customers appreciate transparency upfront. Provide product details, availability, returns policy, and fees early. A Customer Experience Study Serve your customers better by understanding their experience and expectations. Explore the results of the UPS Pulse of the Online Shopper global survey with 18,000 participants in 15 countries. UPS PULSE OF THE ONLINE SHOPPER™ CANADIAN RESULTS
Transcript of UPS PULSE OF THE ONLINE SHOPPER€¦ · would choose cheaper, but slower delivery options 62%...
Source: UPS Pulse of the Online Shopper, 2019. The study, conducted by PwC, is based on the responses of 18,065 participants worldwide who made at least two online purchases in a typical three-month period. The survey was conducted between December 13, 2018 and January 25, 2019. ©2019 United Parcel Service of
America, Inc. UPS, the UPS brandmark and the color brown are registered trademarks of United Parcel Service of America, Inc. All rights reserved.
To download the full 2019 UPS Pulse of the Online Shopper research report, visit ups.com/pulse/ca
will post a negative review online when they feel they’vehad a poor customer experience
53% indicated that Amazon is their go-to research source
57% say that other than price, customer reviews influencetheir purchase decision
30%
Consumer reviews drive revenue.Make your customer experience a competitive differentiator by providing a loyalty program,
post-purchase communications, and by encouraging more reviews.
82%of global consumers between the ages of 17-24 are open to paying for accelerated delivery options
would choose cheaper, but slower delivery
options
62%
joined a loyalty program for free
shipping
25%
searched online for promo codes
33%
chose the slowest transit time offered because it
was free
42%
added items to their carts to reach free shipping threshold
48%
Total cost matters. Speed is negotiable.Be upfront about delivery costs and free shipping qualifications then offer incentives (e.g. discount or gift card) to entice consumers to choose slower options. Shoppers take a variety of actions in order to obtain free shipping.
Are less likely to purchasean item if they will haveto pay for returns
69%
Said returns experience affects their likelihood to continueto shop with the retailer72%
Were dissatisfied with a returns experiencebecause the return policy was unclear,restrictive, or could not be found31%
Look for a retailer’s returns policy before purchasing57%
Preferred method ofpayment wasn’t offered17%
The desired item was out of stock34%
Cost of delivery was higher than expected 49%
Return policies are also important to customers:Consumers often abandon a shopping cartat the end of the purchase journey because:
Customers appreciate transparency upfront.Provide product details, availability, returns policy, and fees early.
A Customer Experience StudyServe your customers better by understanding their experience and expectations. Explore the results of the UPS Pulse of the Online Shopper global survey with 18,000 participants in 15 countries.
UPS PULSE OF THE ONLINE SHOPPER™CANADIAN RESULTS
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