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What Online Shoppers Really Want
UPS delivery

For me, retail therapy comes in many forms. I love trying on shoes but I also love shopping online – and so do 85 million other people (it was 75 million just last year).

UPS worked with comScore on the second edition of a unique customer experience study that shows online shoppers want more choices and convenience from their favorite retailers. They also want to use their smartphones and tablets to be able to shop anywhere at any time.

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Infographic: The Customer Experience No Longer Ends at Checkout
laptop in cafe

I might be one of the last few people who doesn’t shop online. Forgive me, but I LOVE trying on fabulous shoes. Sometimes all you need is a little retail therapy and sorry – I can’t get that experience over the Internet. I’m definitely in the minority; about 75 million people out there buy something online once every three months.

Today, comScore and UPS released a new study analyzing consumers’ online shopping behaviors. The Online Shopping Customer Experience Study polled more than 3,100 online shoppers to gain insight from pre-purchase to post-delivery. Free shipping and even free returns is a hot topic in the retail industry and the survey confirmed it’s important to online shoppers, but the results also showed it’s not the only driver on the online super highway. In fact, 40% of consumers said they are willing to pay for shipping if it means they can receive their packages faster.

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