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Easy returns, inexpensive shipping most important for online shoppers

The study surveyed more than 2,000 consumers across the United States and Canada to determine their online shopping preferences

Tuesday January 15, 2019 8:17 PM, ummid.com News Network

E-Commerce News Today

Mumbai: When it comes to online shopping, buyers value easy returns and inexpensive shipping the most, a new research has shown.

"While there is a lot of exciting innovation taking place in eCommerce today, some of the most impactful efforts are taking place behind the scenes," said Tim Hinckley, Chief Commercial Officer for Radial.

"Our data shows that consumers place the most value in inexpensive shipping and easy returns. Brands that focus their resources on delivering these seemingly-obvious but often overlooked, or challenging to execute, aspects of the consumer journey are the ones who will stand out from the pack", he added.

Radial is a bpost group company, is the leader in omnichannel commerce technology and operations, enabling brands and retailers to profitably exceed retail customer expectations.

The findings are based on the results of Radial's new global consumer insights study, "Cracking the Code: What Online Shoppers Value Most."

The study surveyed more than 2,000 consumers across the United States and Canada to determine their online shopping preferences and what strategies brands can execute to meet customer expectations in the increasingly competitive business of commerce.

The findings showed that consumers have clear and unwavering opinions regarding the services they value, as well as those that would turn them away.

eCommerce is soaring with total U.S. sales predicted to surpass $604.2 billion by the end of the year. Fueling much of this growth is consumers' increasing their online spending, with the number of U.S. and Canadian consumers who reported purchasing at least $100 of goods per month online jumping from 57.8 to 59.8 percent and from 56 to 62.9 percent respectively.

"While marketplaces like Amazon, Alibaba, and eBay have always been popular, loyalty to these platforms also skyrocketed year-over-year in 2018, with 78 percent of Americans (+5.4 percent) and 66.7 percent of Canadians (+8 percent) maintaining a membership to an online marketplace", Radial found in its survey.

"What's more, membership to these platforms remains consistent across age groups, indicating the ageless appeal of the channel", Radial said.

Radial also founf that 51 percent of Americans and 49.3 percent of Canadians avoid purchasing goods from online retailers who do not offer free returns, meaning that these brands have lost half of all prospective customers before the shopping experience even begins.

"Roughly half of all consumers (49.1 percent of Americans and 50.9 percent of Canadians) reported that physically shipping their returns was the single greatest challenge when returning online goods", the survey found.

Clothing and accessories is the largest product category that consumers reported they are hesitant to purchase online in anticipation of returns, with 41.4 percent of Americans and 50.9 percent of Canadians opting not to purchase.

"Customers were relatively cautious with jewelry and luxury items as well, with 30.7 percent of Americans and 32.7 percent of Canadians avoiding such purchases online", the study found.

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