Sandy Springs, Ga. -- Online consumers in the United States are motivated by the ability to conduct transactions across multiple channels with convenience and positive shipping experiences. These are two of the key findings of a new study from UPS and comScore, “Pulse of the Online Shopper.”
The study of more than 3,000 online U.S. shoppers conducted in February 2013 reveals that overall customer satisfaction with e-commerce is high at 83%. Ease of checkout (81%) and variety of brands and products offered (80%) are among the specific areas of e-commerce with which consumers are most satisfied, while satisfaction rates are much lower for ability to choose a specific day for delivery and flexibility to reroute packages (44% each) and green/environmentally friendly shipping (43%).
Shipping is also a dominant theme in driving customer recommendations of online retailers. A leading 68% of respondents have made a positive recommendation of an online retailer based on shipping experience, while the leading drivers of negative recommendations were shipping costs too high based on product price (59%) and expected delivery date (45%) and products arriving damaged due to shipping/packaging (43%).
Looking at aspects driving likelihood for a customer to shop with a particular retailer. The study finds omni-channel convenience issues such as the ability to buy products online and return them at the store (62%), push of location-based coupons to smartphones (47%), ability to pick up online purchases at the store (44%) and availability of tablet-specific apps (41%) as the most important.
Other findings include: