Online Shopping Customer Experience Study

UPS Pulse of the Online Shopper


Discover What Online Retail Shoppers Value Most

Online 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. The new comScore 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 88% of online shoppers abandoned a full cart in 2013, compared to 81% in 2012. 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
Availability of Green Shipping Options
43%
Flexibility to Re-route Packages
44%
Flexibility to Choose Delivery Date
49%
Availability of Live Customer Service
58%
Ease of Making Returns/Exchanges
62%
Clear Returns Policy
68%
Free/Discounted Shipping
69%
Number of Shipping Options Offered
73%
Online Tracking Ability
76%
Variety of Brands/Products
80%
Ease of Checkout
81%
From a February 2013 comScore survey of more than 3,000 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.

Get Started

See what real online shoppers really want.

Download the comScore White Paper

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