Online Shoppers Demand More as E-commerce Spending Increases - Information portal

Online Shoppers Demand More as E-commerce Spending Increases

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26.09.2013 Количество просмотров 523 views
online.jpgAs e-commerce develops, online shoppers are increasingly demanding more from retailers, a recent study indicates.

According to the UPS Pulse of the Online Shopper: A Customer Experience Study, released by comScore, a provider of digital measurement and analytics, and UPS Canada, consumers want more information at the start of the online experience, more options during checkout and delivery and more channels for interacting with their favourite retailers.

The same source indicates that a seamless returns process, free shipping and social and mobile access were also rated among the most important needs of today's online shopper.

Results point out that shoppers have demonstrated a preference for retailers that deliver an integrated and value-added experience across all channels, including in-store, online and via mobile devices. The single most important factor, cited by 65 percent of respondents, was the ability to buy online and make returns in-store, while the second most important factor is availability of in-store pickup (49 percent).

According to data, almost 30 percent of shoppers want to be able to purchase in-store with their mobile device and want a mobile application for their smartphones. Furthermore, about half of consumers using a retailer's mobile application are less likely to comparison shop when using an application versus a browser.

Research unveils that shoppers have also indicated that they want more control over their online shopping experience. Having access to multiple options with regard to shipping and delivery policies was proven to lead to a decrease in cart abandonment upon checkout.

Findings show that 90 percent of online shoppers have indicated they have placed items in their shopping carts and left the site without making a purchase. Online consumers have emphasized that communicating shipping costs and delivery times early in the online shopping experience can help alleviate cart abandonment.

More than three quarters of online shoppers have stated that they have added items to their shopping carts in order to qualify for free shipping, suggesting that retailers' minimum spending thresholds for free shipping are effective at inducing consumers to spend more.

The survey finds that simple return policies drive satisfaction and repeat business, therefore, having a seamless returns process is essential. Almost 50 percent of respondents have returned a product purchased online and 65 percent of consumers have declared they will shop more with a retailer if they offer a hassle-free returns policy.

The study evaluates consumer shopping habits from pre-purchase to post-delivery and is based on a comScore survey of more than 1,000 Canadian online shoppers.

The global study is based on a survey of more than 14,000 frequent online shoppers in the US, Europe (Belgium, Netherlands, France, Germany, Italy and the UK), Asia (China, Hong Kong, Singapore), Australia, Mexico and Canada.
Source:  The Paypers


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