The 2013 UPS Pulse of the Online Shopper™ Survey

Discover What Keeps Online Shoppers Happy

Download: The UPS Pulse of the Online Shopper

Online sales are booming and the competition is fierce. Your strategy must be sound if you want to stand out in the crowded marketplace.

That's why we teamed up with comScore to find out exactly what keeps online shoppers satisfied--and where improvements in the customer experience can be made. We asked real online shoppers in Canada what they value the most; use our findings to understand your customers better and keep them coming back for more.


Multiple Channels

Our respondents want an integrated, omnichannel experience.

65% think being able to buy online and return in-store is the most important factor.


More Choices

52% think tracking is essential to the delivery experience.

And 76% of those respondents want e-mail notifications.


Added Convenience

73% review returns policies before they buy.

Don't risk losing customers--be sure yours is clear, easy to find, and flexible.

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The UPS Pulse of the Online Shopper Infographic

Channels, choices, convenience: take a by-the-numbers look at results from our survey of more than 1,000 online shoppers.