comScore U.S. Study: 2013 UPS Pulse Of The Online Shopper™

This year’s study explores what customers expect during their online shopping experience, how mobile and social are changing buying trends and how retailers can benefit by offering an integrated sales experience. For a second year, UPS has worked with comScore to identify what options consumers want before they buy, during check-out and delivery and, if needed, returns.

Shoppers Share…
What Drives a Positive Online Customer Experience

Overall, satisfaction with online shopping is high at 83%. However, it drops below 50% when shoppers are asked about: flexibility to choose delivery date; ability to choose a specified time of day for delivery of purchase; flexibility to re-route packages; and a green shipping option.

Consumers Expect…
Omnichannel Options

Today’s online shoppers are looking for a variety of flexible options from retailers – 62% want to buy items online and make returns in-store, and 44% want the ability to buy online and pick up their purchases in a store.