Improving the Online Shopping Customer Experience


The following are the Internet Marketing Cliff Notes from a webinar put on by ComScore and UPS on August 21, 2012. You can download the slides by clicking the following link: UPS Comscore Webinar: Improving the Online Shopping Experience

  • Online retail up 15% in 2012 – $80B
  • 8.7% of all consumer spending goes to online retail
  • Apparel is top category
  • According to the Online Shopping Customer Experience Survey conducted by ComScore and commissioned by UPS, 55% of consumers would cancel transaction if there is no free shipping once they get to the end of their purchase process.
  • Nearly three-quarters of shoppers surveyed want to see free shipping as an option at checkout
  • Mobile or Tablet purchases constitutes 9% of all e-commerce dollars
  • 60% of online orders are over $50
  • It is important to show the shipping costs as early in the shopping process as possible to avoid shopping cart abandonment
  • 42% of shoppers surveyed abandoned their cart because of the estimated delivery date – in addition to shipping costs, show the estimated delivery date as early in the shopping process as possible.
  • 60% of shoppers look at the return policy before making a purchase.