77% of consumers say they’ve received poor service from a retailer. And when shoppers feel they get poor service, they complain, abandon carts, and spread bad word-of-mouth.
90% of online shoppers stop purchasing or purchase less frequently due to poor customer service.
The Content of the”UPS Pulse of the Online Shopper 2019” Report:
Foreword by Kevin Warren
What’s the most important part of online shopping? Research.
Customers expect a better online experience with personal engagement.
The fulfillment of the online shopping experience depends on shipping, tracking and receiving.
Keep consumers coming back with a full-service returns policy.
Engagement is the cornerstone of customer loyalty and it’s necessary for satisfactory customer experience.
Learn more about how these insights can help your business.
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Data in this report is based on an online survey conducted on 18,000 consumers in 10 languages across 15 countries between Dec. 2018 and Jan. 2019 to investigate more about consumer buying habits. All participants in the survey made at least 2 online orders that required delivery in the 3 months prior to taking the survey.
The survey is split into two main parts:
The B2C study that is based on at least 1,000 surveys from each participating nation/territory. The B2C survey evaluated more than 4,000 responses from Asia/Pacific; 7,000 from the Americas; and 6,000 from Europe.
The B2B study was conducted online in 10 languages across 14 countries/territories and evaluated 240 responses from Asia/Pacific; 287 from the Americas; and 370 from Europe.
United Parcel Service (NYSE: UPS) is a global leader in logistics, offering a broad range of solutions including the transportation of packages and freight, the facilitation of international trade, and the deployment of advanced technology to manage the world of business more efficiently. Headquartered in Atlanta, UPS serves more than 220 countries and territories worldwide.