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UPS, comScore study shows shoppers want it easy

September 26, 2013

Data released today by UPS and comScore Inc. reveals that online shoppers are looking for more ease and control over their shipping and delivery experiences.

According to the UPS Pulse of the Online Shopper report, which includes data from more than 14,000 frequent online shoppers in the U.S., Canada, Europe, Asia, Australia and Mexico, consumers in the U.S. are most satisfied with online shopping experiences, while those in Asia Pacific find their experiences to be the least satisfying. The flexibility around delivery and returns were among the areas with the least satisfaction across the globe.

U.S. and Canadian shoppers are also more patient than their Asia Pacific counterparts. The study found that North American consumers will trade speed for cost, but in Asia they're less patient — only willing to wait four days for purchases to arrive.

Mobile and social impact

As mobile and social channels continue to change the way consumers shop, the study found creating a mobile app can help prevent comparison shopping in all markets, especially in Mexico and Europe. Global consumers are connected to social media channels and are open to promotions from retailers. Liking a brand through Facebook is most prevalent in Asia and Mexico, but least common in Europe.

The study also found that the majority of shoppers in Asia and Europe prefer to access retailers though mobile or digital channels, while more than one-third of shoppers in Canada and Australia prefer to shop in-store.

Read more about online retailing.