UPS Pulse of the Online Shopper™

UPS Pulse of the Online Shopper


Discover What Online Shoppers Value Most

Online and mobile sales are booming, and the competition is fierce. Your strategy must be sound if you want to make a noise in this crowded marketplace. That's why we teamed with comScore to find out exactly what keeps online shoppers clicking all the way to checkout.

Design a Better Customer Experience
Shoppers are discriminating--they have very specific ideas about what they want. Our study shows that a majority of shoppers want more control and flexibility in receiving their purchases.

They want to know what to expect, and they want convenience--easy checkout and easy returns. And if they don't get those things, they're more likely to abandon their shopping cart and leave your site.

comScore reports that roughly half of shoppers abandon a full cart. Whether abandonment is due to comparison shopping, lengthy delivery times, or an unclear returns policy, there's an opportunity here: Improve your customers' experience and give them more reasons to click that button and finalize the sale.

Opportunities to Enhance the Customer Experience
Online shoppers report 83% satisfaction, but there's room for improvement.
Focus Areas

Percent of Respondents Satisfied
How We Can Help
Flexibility to Re-route Packages
43%
Flexibility to Choose Delivery Date
44%
Availability of Live Chat
45%
Ease of Making Returns/Exchanges
58%
Clear and Easy-to-understand Returns Policy
62%
Availability of Free Shipping
63%
Number of Shipping Options Offered
65%
Ability to Track Online Purchases
75%
Variety of Brands/Products
76%
Ease of Checkout
68%
From a February-March 2014 comScore survey of more than 5,900 U.S. online shoppers

Overcome Hesitation and Deliver on Expectations

See all the results and find out what you need to target so you can improve your customers' experience and convince more shoppers to buy, return, and tell their friends.

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See what real online shoppers really want.

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