Advertisement

83% Of Shoppers Are Satisfied With Their Online Shopping Experiences

RR UPS imageThe vast majority (83%) of online shoppers say they are satisfied with their online shopping experiences, while 63% say they are happy with their in-store shopping experiences, according to the UPS Pulse of the Online Shopper Study, which was administered by comScore.

Results for the study were collected through a survey of 5,800 U.S. online shoppers between Feb. 27, 2014 and March 9, 2014. The survey was developed to evaluate consumers’ shopping habits from pre-purchase to post-delivery.

Convenience was considered the most important factor for most respondents. Although nearly 90% of retail purchases in the U.S. are transacted in physical stores, more than half (55%) of shoppers said they preferred to buy products online, regardless of how they research products and prices.

Advertisement

During the researching process, consumers rely on detailed information such as item descriptions, ratings/reviews and images. In fact, 43% of mobile users prefer to shop on desktops/laptops over mobile devices because the former produces clearer images. Nearly half (41%) of all respondents said they prefer a retailer’s full website vs. a mobile web site (34%) or mobile app (25%).  

Desktops/laptops are consumers’ preferred buying channel, but respondents use their smartphones for several other shopping-related activities, including tracking deliveries (28%), researching products prior to visiting a store (25%), researching products and alternatives during a store visit (22%) and locating stores or checking inventory levels (22%).

Convenience Trumps All In Product Delivery And Return Experience

Of all online shopping perks, consumers especially enjoy receiving free shipping on purchases. Up to 85% of respondents said they’d be willing to wait five days for their purchases, as long as they received free shipping. As many as 83% of customers say they will wait an additional two days to receive free shipping. Nearly all (93%) of shoppers take action to qualify for free shipping, and the leading action taken is adding more items to the cart (58%).

Online shopping satisfaction is high but online return volume has increased between 2013 and 2014. In fact, 62% respondents have returned or exchanged an item they purchased online, compared to 51% in 2012. To that end, consumers also expect returns to be free, with 82% of respondents saying they would complete a purchase if they could either receive free return shipping or return the item to a store.

Click here to access the complete version of the report. 

Featured Event

Get free access to tactical tips, invaluable insights, and deep-dive conversations that will help you hone your strategies for Q4 and beyond. That way, you can be sure to be on shoppers’ nice lists this holiday season…and all year long.

Advertisement

Advertisement

Access The Media Kit

Interests:

Access Our Editorial Calendar




If you are downloading this on behalf of a client, please provide the company name and website information below: