UPS Customer Experience Study

UPS commissioned a study by comScore polling more than 3,100 online shoppers to gain insight into the consumer online shopping experience.

Unlike most customer experience surveys, the study evaluates consumer shopping habits and preferences from pre-purchase to post-delivery, including areas such as free shipping and returns.

Consumers want more control over the online shopping experience

Today’s online consumers want ease and control in their online customer experience, especially around areas such as flexible shipping options and returns.