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ComScore Survey 2013 Whitepaper PDF cover

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You can gain a competitive advantage by understanding what drives consumer behavior and why shoppers choose one retailer over another.

UPS has, for the second consecutive year, commissioned comScore to conduct an independent study to learn what online shoppers expect from retailers. This year’s study was expanded to include not only U.S. shoppers but also shoppers worldwide.

Here are a few key findings:

Easy Returns

74% want a no-hassle returns policy before trying an online retailer.
Returns may be the last step of the purchase process, but it's often the leading concern for online shoppers.

Low-Cost Shipping

88% say they abandoned a shopping cart.
Delivery dates, costs and comparison shopping are among the main reasons.

Mobile Choices

59% of smartphone owners use it to shop.
Giving online customers more ways to shop increases the likelihood that they will.