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AN E-NEWS BRIEFING ABOUT WEB TECHNOLOGY & INTERNET TRENDS June 12, 2013
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New UPS/comScore Survey: Consumers Want Choices and Convenience When Shopping Online

By CLICK Staff

RESTON, Va. and ATLANTA— comScore, Inc. (NASDAQ: SCOR), a leader in measuring the digital world, and UPS (NYSE: UPS) have just this month released the second UPS Pulse of the Online Shopper: A Customer Experience Study, a report analyzing e-commerce preferences including mobile trends, social media impact and the integrated buying experience of shopping in physical stores and online—also known as "omnichannel" retailing.

Results show consumers want more choices when it comes to shopping online, more control over when their purchases will be delivered and a convenient returns process. These involve both online and in-store services. They're also using social media to shop for the best deals and expect more shipping options.

Earlier this year, comScore asked 3,000 consumers which factors led them to shop more on their computers, smartphones or tablets; to abandon their shopping carts, and to recommend retailers to friends. The study provides new insight to help retailers increase sales—44 percent said they would more likely shop with a retailer if they could buy online and pick up the item in the store and 62 percent want the ability to buy online and return items to a store.

Mobile and social channels continue to change the way consumers shop—46 percent said they are less likely to comparison shop when using a retailer's mobile app, and 47 percent said they want a retailer to send a coupon to their smartphone when they are in-store or nearby. Not surprisingly, 84 percent of online shoppers use at least one social media site.

"Consumers have a growing number of digital touch points, with more ways to stay connected with their favorite online retailers through every phase of the shopping, buying and fulfillment process," said Susan Engleson, comScore senior director. "What will set apart one retailer from another in a competitive marketplace is how well they meet the rapidly evolving needs and expectations of customers."

Learn more from the 2013 Pulse of the Online Shopper Video here.





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