Global Study Reveals Online Shoppers Want More ConvenienceConsumers Want Omnichannel Experiences, Flexible Shipping Costs and Convenient Returns
RESTON, VA., and ATLANTA, September 26, 2013 - 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 U.S. are the most satisfied with online shopping experiences at 83%, while consumers in the Asia Pacific are least satisfied at only 50%. 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 U.S., 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%) and Mexico (76%) - but least common in Europe. The majority of shoppers in Asia and Europe (79%) prefer to access retailers though mobile or digital channels, while more than 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.
To read more about the region and country-specific results of the study, please click on the links below.
Americas
Canada
Mexico
Asia
China
Hong Kong
Singapore
Europe
Belgium
France
Germany
Italy
Netherlands
UK
For more information on the report, please contact Susan Engleson at sengleson@comscore.com.
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Global Study Reveals Online Shoppers Want More ConvenienceConsumers Want Omnichannel Experiences, Flexible Shipping Costs and Convenient Returns
