UPS Pulse of the Online Shopper - A Customer Experience Study
In 2012, retail e-Commerce spending in the U.S. surged 15% to reach $186 billion - it was seven times greater than the corresponding growth rate for total U.S. retail spending.
Online retail growth continues to significantly outpace that of overall retail, making a competitive online shopping experience essential for retailers seeking to capture their share of the thriving e-commerce market.
That’s why UPS has commissioned research with comScore for the second consecutive year on what elements of the online shopping customer experience drive brand preference, customer loyalty, and recommendations.
Once again, the UPS Pulse of the Online Shopper study goes beyond topics covered by other studies, which tend to focus on purchase or web usability, and provides
insights from pre-purchase to check-out to post-purchase.
In addition to covering the entire online shopping experience, this year’s study has been expanded to delve deeper into how mobile and social are shaping the online shopping experience. It explores what today’s demanding consumers expect from retailers seeking to provide an integrated omnichannel shopping experience.
Topics addressed in the 2013 study include the following:
- What do consumers want in an online shopping experience?
- How are mobile and social media channels changing consumers’ shopping habits and expectations?
- What do consumers want from retailers in the online check-out and delivery experience?
- How important are returns in the overall online shopping experience?
- How is omnichannel retailing changing consumer purchasing and returns expectations?
- What drives repeat customers and retailer recommendations?
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