Étude annuelle UPS Pulse of Online Shopper 2017 [intégrale]

Digital Evolution
Volume 1
UPS Pulse of
the Online
Shopper™
U.S. Study
June 2017
START

UPS Pulse of the Online Shopper™ 2©2017 United Parcel Service of America, Inc.
Search Dynamics
Methodology
Key Takeaways
Research and
Purchase Insights
Volume 1
Digital
Evolution
The Digital
Experience
Introduction
Foreword
The retail industry is undergoing an evolution driven by rapidly changing consumer
preferences and disruptive technologies. As a result, consumers are seeing an
unprecedented customization and personalization of the shopping experience.
The convergence of e-commerce and the brick-and-mortar world is causing a major shift in
the way retailers market, sell and deliver products. Both domestic and international retailers
are competing for U.S. consumers who are more global, mobile and marketplace driven.
E-commerce growth, last year, continued at a double-digit rate. Digital channels are
accelerating the pace of online research and purchasing, with mobile retail spending
increasing at an impressive rate. To succeed in this dynamic marketplace, retailers are
compelled to understand consumer expectations, shopping behaviors and channel
preferences better than ever before.
We are proud to sponsor the sixth annual UPS Pulse of the Online Shopper™ study. This
research explores what motivates today’s shoppers and provides insights to help retailers
meet escalating challenges and capitalize on unparalleled opportunities. Findings from this
year’s survey will be presented in a five-volume monthly series of white papers, with the first
volume addressing the retail industry’s digital evolution.
We hope this series of white papers will provide insight to aid retailers in navigating the
changing retail landscape. UPS is here to partner with you on your journey.
Sean Flaherty
Vice President
UPS Global Retail Strategy

Global, Mobile and Marketplace Driven
The 2017 UPS Pulse of the Online Shopper™ survey reveals a changing retail
landscape where online shoppers purchase more from international retailers, shop
more on mobile devices and rely more on marketplaces. These behavioral shifts are
driven by the desire for better prices, unique products and increased convenience.
The sixth annual study conducted by UPS and fielded by comScore, Inc. will be
presented as a five-volume series. To be notified of future volume releases, visit
ups.com/insideretail and sign up. Digital Evolution is the first installment in the
five-volume series.
1. Digital Evolution
E-commerce continues double-digit growth, with
online shoppers planning to use all digital devices
more in the future.
2. A Mobile Mindset
Shoppers have become more comfortable using
their mobile devices to research and buy online,
leading them to spend more time and money in the
m-commerce market.
3. Channel Dynamics
Today’s shoppers are empowered with more retail
choices for direct-to-consumer purchasing across
online and brick-and-mortar channels.
4. The Savvy Shoppers
There’s a new crop of shoppers born from
technology, who have honed their online shopping
skills and learned how to find the best prices from
every corner of the world.
5. Retail Fundamentals
Delivering a stellar customer experience from
point of sale to post-purchase across all channels is
required to thrive in the competitive world of retail.
About the Study
The sixth annual UPS Pulse of the
Online Shopper™ study analyzes
consumer shopping behaviors
from pre-purchase to post-
delivery. The study, fielded in
Q1, 2017 is based on the input
of over 5,189 qualified comScore
panelists who made at least two
online purchases in a typical
three-month period. Here’s the
breakdown of respondents based
on shopping frequency:
UPS worked with Astound
Commerce, Inc., to develop
questions, conduct analysis and
define retailer recommendations.
20% 2–3 purchases
40% 4–6 purchases
40% 7+ purchases
Search Dynamics
Methodology
Key Takeaways
Research and
Purchase Insights
Volume 1
Digital
Evolution
The Digital
Experience
Introduction

Digital Evolution
As consumers embrace new technologies, their shopping behavior and expectations
are evolving. While total discretionary retail was up 4% over the past year, e-commerce
grew 13% with an impressive 45% increase reported for mobile retail spending.1
It’s not surprising that online shopper satisfaction has risen faster for smartphones
compared to other digital channels. Shoppers have learned the ropes and their comfort
levels have grown along with their digital skills. They gravitate to single-channel
searching and appreciate the convenience of having access to their smartphones at all
times. Digital researching and purchasing have experienced significant growth over the
past 2 years, putting brick-and-mortar retailers in a more precarious position.
1. www.comscore.com/Insights: comScore Insights Report, February 13, 2017
Search Dynamics
Methodology
Key Takeaways
Research and
Purchase Insights
Volume 1
Digital
Evolution
The Digital
Experience
Introduction

The Digital Experience
An excellent customer experience throughout all
channels is a must for retail organizations. Since 2015,
shopper satisfaction has increased across all retail
channels and devices, with smartphones and tablets
seeing the greatest gain. Although shoppers expect
to use all digital devices more in the future, the
accelerated satisfaction of smartphones not only
suggests that they will likely give a greater share of
their time and wallet to this preferred device, but
points to mobile’s staying power among consumers.
5
Search Dynamics
Introduction
Methodology
Key Takeaways
Research and
Purchase Insights
Volume 1
Digital
Evolution
The Digital
Experience
©2017 United Parcel Service of America, Inc.UPS Pulse of the Online Shopper™ 5

Online Purchasing Grows among Avid Shoppers
Online Purchases Made in the Last Three Months
(Excluding Groceries)
All Online Shoppers Millennials Non-Millennials
+5 points*
+2 points*
+8 points*
2014 2015 2016 2017
52%
44% 47%49%
2014 2015 2016 2017
53%51% 51%
54%
2014 2015 2016 2017
*2014–2017
47% 48% 51% 52%
Brick-and-mortar stores face additional challenges as online purchases
once again experience year-over-year growth at their expense. Avid
online shoppers indicate that a majority of their purchases are made
online. Heavy shoppers (or those defined for this study as making nine
or more purchases in the past three months) are the front-runners
when it comes to the percentage of purchasing made online, outpacing
their moderate-and-light shopping counterparts. It’s interesting to note
that age and place of residency appear to make little difference in regard
to online purchasing.
Search Dynamics
Introduction
Methodology
Key Takeaways
Research and
Purchase Insights
Volume 1
Digital
Evolution
The Digital
Experience

Usage of smartphones has seen steady increases since 2015 reaching
8 in 10 online shoppers this year. Coupled with this growth comes a
significant rise in purchasing power as almost half of smartphone users
report using their smartphones to purchase online. Though desktop
and tablet usage for purchasing is declining, it is the acceleration of
smartphones that marks an important shift. Retailers must ensure their
mobile efforts are in place to take advantage of this evolving trend.
Smartphone Purchasing Trend Warrants Retailer Attention
Devices Used to Purchase Online
(Among device users)
Desktop Smartphone Tablet
39%
2015 2017
46%46%48%
2015 2017
41%
93%
2015 2017
96%
41%
Search Dynamics
Introduction
Methodology
Key Takeaways
Research and
Purchase Insights
Volume 1
Digital
Evolution
The Digital
Experience

All Devices Drive Digital Growth
Percent Who Project “More”
Frequent Shopping By Channel
In Store
Smartphone
Desktop or Laptop
Computer
Tablet
30%
24%
18%
9%
Although the greatest gains in online shopping are expected to come
from smartphones, digital growth will still be fueled across the board.
Based on projections in this year’s survey, online shoppers plan to shop
more frequently on all devices. It remains to be seen if “more” shopping
translates into increased purchasing, as eMarketer predicts a slight
decline in e-commerce growth with 2017 projections of 22.9% down
from 23.7% in 2016.
Search Dynamics
Introduction
Methodology
Key Takeaways
Research and
Purchase Insights
Volume 1
Digital
Evolution
The Digital
Experience

Device and Channel Satisfaction
86% 2017
84% 2015
Desktop
+2 points
Desktop shopping satisfaction still remains the highest
85% 2017
83% 2015
+2 points
73% 2017
65% 2015
Smartphone
+8 points
Smartphone shopping satisfaction has the highest
growth rate among devices
78% 2017
74% 2015
Tablet
+4 points
Tablet shopping satisfaction up
65% 2017
62% 2015
Store
+3 points
Store efforts to improve the customer experience
may have contributed to a surprising satisfaction gain
Online
Satisfaction attributable to better customer experiences
across devices continues to drive satisfaction higher
More than 9 out of 10 shoppers still use computers to purchase online.
They are shifting away from PCs because they value the ability of their
smartphones to quickly handle shopping needs. Convenience and
accessibility drive smartphone usage, while the multipurpose nature
of this device and its “always on” power result in significant gains in
satisfaction scores.
In response to the heightened consumer interest in purchasing via
smartphone, retailers are investing in delivering a more consistent and
compelling mobile shopping experience. This includes developing
user-friendly apps, improving mobile sites with better imagery and
interfaces, and enabling quicker transactions.
Smartphones Gain Ground
Search Dynamics
Introduction
Methodology
Key Takeaways
Research and
Purchase Insights
Volume 1
Digital
Evolution
The Digital
Experience

Search Dynamics
Search Dynamics
Efficiency is the driving force in search activities.
This explains why more shoppers prefer to begin
their searches at robust marketplaces, and why
single-channel browsing and buying behavior
is on the upswing.
UPS Pulse of the Online Shopper™
The Digital
Experience
Introduction
Methodology
Key Takeaways
Research and
Purchase Insights
Volume 1
Digital
Evolution
Search Dynamics
©2017 United Parcel Service of America, Inc. 10

Search Dynamics
Shoppers are showing a greater preference for single-channel versus
multi-channel shopping. This reverses the upward trend of multi-
channel shopping which grew from 36% in 2015 to 38% in 2016.
This could be attributed in part to the fact that online shoppers have
become more seasoned at searching and finding what they need via a
single channel. By understanding the distinct strengths and limitations
of each channel, they can make informed choices while having a more
efficient shopping experience.
Multi-Channel Shopping Declines
43%
21%
14%
8%
7%
7%
Online-only
shopping remains
the largest channel
while multi-channel
shopping slightly
declined.
36%
Search in Store,
Buy Online
Research Online
and in Store,
Buy Online
Research Online
and in Store,
Buy in Store
Search Online,
Buy in Store
64%
Multi-Channel Net Single-Channel Net
Search and
Buy Online
+2 pts since 2016-2 pts since 2016
Search and Buy in Store
Frequency of Purchases by Method
Online inﬂuences
79% of purchases.
The Digital
Experience
Introduction
Methodology
Key Takeaways
Research and
Purchase Insights
Volume 1
Digital
Evolution
Search Dynamics

Search Dynamics
Most Product Searches Begin at a Marketplace
2016
2016
2017
2017
Retailers Channels
Search Engines
Where Product Searches Begin
29%
15%
31%
15%
13%12% 4%Store AppWebsite
9%
Marketplaces
2017
2016
38%
35%
Other29%Amazon
8% Other27% Amazon
13%14% StoreWebsite 4%App
In their quest for efficiency, serious shoppers want to find the most
information on the greatest number of products in the least amount of
time. Marketplaces in general have positioned themselves as the first
stop for heavy shoppers, who are doing more shopping online. The
number of product searches beginning on marketplaces has gained
three points since 2016, with retailer channels losing two points.
This shift has challenged retailers to rethink their value proposition in
the fight to capture a greater share of online shoppers’ searches and
subsequently, their wallets.
The Digital
Experience
Introduction
Methodology
Key Takeaways
Research and
Purchase Insights
Volume 1
Digital
Evolution
Search Dynamics

Research and Purchase Insights
Research and
Purchase Insights
Online shoppers accelerated their interest
in both researching and purchasing online,
resulting in net gains that bode well for future
growth. New online purchasing patterns
across multiple digital devices are emerging
and being led by younger shoppers.
The Digital
Experience
Search Dynamics
Introduction
Methodology
Key Takeaways
Volume 1
Digital
Evolution
Research and
Purchase Insights

Digital Research a Clear Winner
Tablet
Smartphone
Devices Used to Research and Complete Online Purchases
Research PurchaseResearch Purchase
76%
Millennials
46%
Non-Millennials
66%
Millennials
34%
Non-Millennials
48%44%
2016 2017
59%56%
20172016
39%44%
20172016
53%58%
20172016
Top Important Factors When Searching
for and Selecting Products Online
75%77%79%81%
Detailed Product
Information
Product
Selection
Shipping
Fees
Product
Prices
Desktop
or Laptop
Computer
Research Purchase
93%95%
20172016
93%95%
20172016
When researching products among multi-channel retailers, online access
is preferred by 83% of shoppers. Digital channels are the clear winners
given their ability to quickly find relevant products in the most efficient
manner. Product research using a smartphone was up three points, with
76% of millennials researching on their smartphone.
While online purchasing still faces some “touch-and-feel” hurdles and
immediacy concerns, 59% of shoppers prefer to buy through digital
channels. Technology is making advancements that will likely drive these
online purchasing numbers up in the coming years. Again, led by millennials,
purchasing via smartphones showed a four point gain over 2016.
The Digital
Experience
Search Dynamics
Introduction
Methodology
Key Takeaways
Volume 1
Digital
Evolution
Research and
Purchase Insights

Purchasing Channel Patterns Shift
Devices used to purchase varies
by generation. Millennials are
more likely to have purchased on
a PC and Smartphone while older
shoppers tend to be PC only.
Devices Used to Purchase
Smartphone
20172015
5%4%
PC &
Tablet
20172015
6%10%
PC, Smartphone
& Tablet
20172015
11%11%
PC &
Smartphone
20172015
13%
20%
PC
20172015
57% 53%
31%
Millennials
Shoppers don’t want to be limited when it comes to the devices they
use when purchasing. At a quick glance, it might be easy to conclude that
the PC alone dominates online purchasing, although its usage declined
four points since 2015. However, it’s important not to miss the emerging
trend of shoppers opting to use a desktop and smartphone to purchase.
With its seven point jump in just two years, the PC and smartphone duo
is quickly becoming a purchasing channel pattern of choice. Generational
differences may play a role in future patterns, with millennials being
comfortable purchasing on all digital devices.
The Digital
Experience
Search Dynamics
Introduction
Methodology
Key Takeaways
Volume 1
Digital
Evolution
Research and
Purchase Insights

The Digital
Experience
Search Dynamics
Introduction
Methodology
Research and
Purchase Insights
Volume 1
Digital
Evolution
Key Takeaways
Understand Customer
Preferences
Learn what motivates
today’s tech-savvy
consumers who are in
more control of their
online experience.
Know Shopping
Patterns
Determine how and
where your shoppers
are researching so you
can optimize their
experience.
Make Strategic
Investments
Explore and identify
the channels where
your visitors and
shoppers choose to do
business with you and
invest accordingly.
Monitor Customer
Satisfaction
Continually evaluate
how well each channel
is performing and
make improvements to
ensure you are meeting
shopper expectations.
Deliver a Consistent
Experience
Ensure parity across all
retail channels to provide
brand consistency
and build customer
satisfaction.
Key Takeaways
The following insights will help retailers successfully address the dynamic online
shopping experience and future shopper demands:

Methodology
Online panelists were sent emails inviting them to participate in this survey. Each
participant completed a custom online survey designed by comScore in conjunction
with UPS. Data collection occurred between January 10 and February 28, 2017. A total
of 5,189 respondents were surveyed with a gender and age balancing taking place and
purchase behavior quotas as defined below.
For more information, please contact:
Andrea Ivory
andreaivory@ups.com
Sarah Barker
comScore Research Lead
sbarker@comscore.com
20% 2–3 purchases in the past 3 months
40% 7+ purchases in the past 3 months
The Digital
Experience
Search Dynamics
Introduction
Key Takeaways
Research and
Purchase Insights
Volume 1
Digital
Evolution
Methodology

A Mobile Mindset
Volume 2
UPS Pulse of
the Online
Shopper™
START
U.S. Study
July 2017

The sixth annual study conducted by UPS and fielded by comScore, Inc. will be
presented as a five-volume series. To be notified of future volume releases, visit
ups.com/insideretail and sign up. A Mobile Mindset is the second installment in the
five-volume series.
more in the future.
2. A Mobile Mindset
leading them to spend more time and money in the
m-commerce market.
3. Channel Dynamics
About the Study
20% 2–3 purchases
40% 4–6 purchases
40% 7+ purchases
Smartphone
Dynamics
The Utility of
Smartphones
The Evolving
Store Experience
Key Takeaways
Methodology
UPS Pulse of the Online Shopper™ ©2017 United Parcel Service of America, Inc.
Volume 2
A Mobile
Mindset
2
Introduction

A Mobile Mindset
Mobile matters more than ever for consumers and retailers as it’s projected to become a $250 billion
market by 2020, with U.S. mobile retail sales accounting for 48.5% of retail e-commerce sales.1
As of
November, 2016, more users are accessing the Internet from mobile devices than desktop computers2
which is an unprecedented shift already having a significant impact on shopping.
In terms of discretionary spending, mobile commerce (m-commerce) growth is far outpacing
e-commerce & brick-and-mortar.3
Over the past five years shoppers have simply become more
comfortable using their mobile devices to research and buy online resulting in more time and money
channeled via m-commerce. The projections for continued growth in m-commerce make it essential
that retailers of all sizes be properly positioned to provide an optimal experience via mobile devices.
1. Mobile business Insights, Mobile Business Trends: Retail 2017, 2018 and Beyond, 12/6/16
2. Techcrunch.com, Mobile Internet use passes desktop for the first time, 1/1/16
3. eMarketer.com, US Retail Mcommerce Sales reporting, 1/1/16
Smartphone
Dynamics
The Utility of
Smartphones
The Evolving
Store Experience
Key Takeaways
Methodology
Volume 2
A Mobile
Mindset
3
Introduction

Smartphone Dynamics
Smartphone
Dynamics
Mobile users realize the value of “always
on” devices and are making the most of
their capabilities. Preference and usage of
smartphones for researching and purchasing
are the result of vast improvements in the
user experience—rewarding retailers with
increased customer satisfaction and loyalty.
The Utility of
Smartphones
The Evolving
Store Experience
Key Takeaways
Methodology
Volume 2
A Mobile
Mindset
Introduction
Smartphone
Dynamics

Smartphone Dynamics
Almost Half of Smartphone Users Purchase Online
Smartphone Users Who Have
Purchased on Phone
48%
Percentage of Online Purchases
Made on Smartphones
17%
42% 10%2014 2014
2017 2017
10%66%
Millennials
47%
Gen Xers
22%
Baby Boomers Seniors
1%29%
Millennials
17%
Gen Xers
6%
Smartphones continue to drive the ascent of m-commerce and in
making an important impact on digital spend. This year’s research
reveals that nearly half of smartphone users (48%) are purchasing
online with their device. In addition, 17% of online retail purchases
are made on smartphones, a seven point increase over 2014. As
in 2016, younger generations are driving this change in purchasing
behavior, with two out of three Millennials indicating they have used
their smartphone to make a purchase online. Shoppers who use
retailer apps are making 25% of their online purchases with their
smartphone. Smartphone purchasers made 45% of online purchases
via their phones.
The Utility of
Smartphones
The Evolving
Store Experience
Key Takeaways
Methodology
Volume 2
A Mobile
Mindset
5
Introduction
Smartphone
Dynamics

Smartphone Dynamics
59%
of Smartphone Users
use Smartphone to
Research
Smartphone Research and Purchase Behavior
48%
of Smartphone Users
use Smartphone to
Purchase
of Smartphone
Purchasers
Research on
Smartphones
91%
76%
Millennials
46%
Non-Millennials
66%
Millennials
34%
Non-Millennials
The percentage of smartphone users who research using their
smartphones increased to 59%, up 3 points from 2016. Among
smartphone purchasers, who exhibit a greater dependency on
the phone than general users, the percentage grew to 91%. The
convenience factor comes into play for mobile’s “on the go” users
who seek efficiency and access at every turn with smartphones
serving as the conduit to a more efficient researching experience.
Purchasing via smartphone has also increased, moving four points up
among smartphone users. Millennials, as well as the heavy and urban
shopper categories, demonstrated the strongest propensity for making
purchases with their phones.
Research and Purchasing via Smartphone Increases
The Utility of
Smartphones
The Evolving
Store Experience
Key Takeaways
Methodology
Volume 2
A Mobile
Mindset
6
Introduction
Smartphone
Dynamics

Smartphone Dynamics
The upward trend for smartphone usage remains strong, led by younger
generations. However, smartphone satisfaction is higher among Baby
Boomers and Generation Xers than their Millennial counterparts. The
significant increases in both smartphone usage and satisfaction over the
past few years bode well for future growth across the entire population.
Smartphone Usage Outlook Remains Strong
Smartphone Usage
(General use)
Smartphone Satisfaction
2014 2017
67%
79%
2015*
*Question added to survey in 2015.
2017
65%
73%
47%91%
Millennials
85%
Gen Xers
66%
64%71%
Millennials
75%
Gen Xers
78%
The Utility of
Smartphones
The Evolving
Store Experience
Key Takeaways
Methodology
Volume 2
A Mobile
Mindset
7
Introduction
Smartphone
Dynamics

Smartphone Dynamics
47%92%
Millennials
82%
Gen Xers
66%
Top 5 App Features
(Based on Importance)
50%
Mobile Coupons
50%High-Quality
Product Images 48%Product Search
that Provides
Relevant Results
49%Product Reviews
47%Access to Loyalty
Points/Status
Smartphone App Usage
4 in 5 Smartphone Users
Shop Using Retail Apps
1 in 3 Smartphone Users
Often/Always Use Retail Apps
It’s insightful that four in five smartphone users have accessed a retailer
using a smartphone app instead of a web browser. However, it’s the
one in three smartphone users who often/always use these apps that
should pique the attention of retailers who may be on the fence about
the role apps can play in bolstering their business.
In addition to speed, app users prefer product information, imagery
and peer reviews to be available as part of an improved experience.
They place a similar value on high-quality images, mobile coupons,
product reviews, relevant product search and access to loyalty points
within the app.
Smartphone Users Embrace Retail Apps
The Utility of
Smartphones
The Evolving
Store Experience
Key Takeaways
Methodology
Volume 2
A Mobile
Mindset
8
Introduction
Smartphone
Dynamics

Smartphone Dynamics
51%
53%
35%
40%
18%
20%
10%
11%
It’s faster
Better user experience
I am rewarded for using the app with
free shipping / product discounts
The retailer’s website recommends
using the app for a better experience
Reasons for
Using
Retailers’ Apps
Smartphone Purchasers
Smartphone Users
Smartphone Users
Smartphone Users
Smartphone Users
Retail apps continue to attract the attention of smartphone users for
the efficient experiences they deliver. Online shoppers choose to use
the app over the website because it’s faster, provides a better user
experience and is easy to access via their phone. Retailers should also
note that smartphone app users value saving money and gravitate to
apps that offer rewards such as free shipping and product discounts.
Speed and User Experience Drive Apps Usage
The Utility of
Smartphones
The Evolving
Store Experience
Key Takeaways
Methodology
Volume 2
A Mobile
Mindset
9
Introduction
Smartphone
Dynamics

Smartphone Dynamics
48%
37%
29%
17%
15%
7%
6%
2%
I like using the website better
I'm concerned about security
Apps take up too much space on my mobile device
I shop with several retailers, do not want to download a separate app for each one
I'm not very comfortable with the technology
I'm concerned the app does not offer the complete store experience
I tried but it didn't work or it was hard to use
The retailers that I buy from do not have apps
37% of smartphone users who don't use
retailer's apps report not doing so because
of security concerns, up 6 points from 2016.
Reasons for
Not Using
Retailers’ Apps
Almost half of smartphone users who don’t use retailers’ apps say
they prefer using websites and 37% indicate they have concerns about
security. The percentage of those expressing security concerns rose 6
points since last year. A higher percentage of Non-Millennials say they
prefer using the website (49% vs. 43%), are concerned about security
(38% vs. 31%), and are not very comfortable with the technology (16%
vs. 7%). Millennials more than any other age group are more concerned
about the amount of space an app takes up (38%).
App Security a Rising Concern
The Utility of
Smartphones
The Evolving
Store Experience
Key Takeaways
Methodology
Volume 2
A Mobile
Mindset
10
Introduction
Smartphone
Dynamics

The Utility of Smartphones
The Utility of
Smartphones
Smartphones have proven their utility across
the entire shopping journey from accessing
product information and offers, to purchasing
across digital channels and in stores.
Smartphone
Dynamics
The Evolving
Store Experience
Key Takeaways
Methodology
Volume 2
A Mobile
Mindset
Introduction
The Utility of
Smartphones
UPS Pulse of the Online Shopper™ ©2017 United Parcel Service of America, Inc. 11

Online Shoppers are “on the go” and it's more convenient
Reasons to Shop on Smartphones
Online Shoppers have them with them in the store
Retailer apps make it fast and easy to shop
Smartphone Users
Smartphone Users
Smartphone Users
23%
24%
17%
29%
24%
33%
Mobile-ready shoppers cite convenience and immediate access as two
important reasons why they choose to use their smartphones versus
other devices. Nearly a quarter of smartphone users say their “on the
go” lifestyle makes it more convenient to shop via phone. In addition,
the ubiquitous nature of smartphones among shoppers further enables
the increase of usage in the physical store.
Shoppers Prefer Convenience of Smartphones
Smartphone
Dynamics
The Evolving
Store Experience
Key Takeaways
Methodology
Volume 2
A Mobile
Mindset
12
Introduction
The Utility of
Smartphones

Tracked delivery of an order + 3 points*
Located stores or store-related information
Compared prices among retailers
Used a retailer’s mobile app + 4 points*
Searched for a retail coupon
Researched products prior to visiting a store + 4 points*
Clicked on a retailer’s ad and subsequently visited their online store
Purchased products on your mobile device
+ 8 points*
+ 5 points*
+ 5 points*
Checked store inventory + 4 points*
75%
75%
70%
68%
68%
68%
65%
65%
61%
*Compared to 2016 data
Shopper Mobile Device Usage
(% Ever)
Mobile users are open to incorporating their devices into all aspects
of shopping and express an interest in many pre- and post-purchase
tasks. As a result, mobile device usage throughout the shopping
experience has grown over the past year. Tracking an order delivery
and locating stores or store-related information are the top mobile
activities reported by shoppers. The latter shows the greatest year-over-
year increase at eight points. Purchasing on mobile devices also rose,
increasing five points over 2016 to 65%.
Mobile Device Usage is Multidimensional
Smartphone
Dynamics
The Evolving
Store Experience
Key Takeaways
Methodology
Volume 2
A Mobile
Mindset
13
Introduction
The Utility of
Smartphones

The smartphone now plays an unprecedented role in-store as the
shopper’s trusted assistant with Millennials leading the charge. Product
information, price and promotion are prominent in the minds of mobile
users shopping in physical stores, with 70% indicating they use their
phones to access product reviews and compare prices. This behavior is
entrenched for these shoppers and that usage should see continued
growth in the coming year.
Role of Mobile Devices Growing in Stores
Smartphone In-Store Usage
Look up product reviews
Compare prices
Access coupon sites or apps for in-store redemption
Take advantage of a promotion received on a mobile device while shopping
Search for specific products and alternatives
Check retailer loyalty point status
Check in-stock status at another location or online
Place an order to be shipped to you
Often /
Most of the Time Ever Never
28%
26%
27%
25%
22%
22%
20%
24%
20%
20%
Search for a different online retailer
Look for other locations for the same retailer
30%
30%
31%
34%
34%
36%
40%
40%
35%
35%
70%
70%
69%
66%
66%
64%
60%
60%
65%
65%
Smartphone
Dynamics
The Evolving
Store Experience
Key Takeaways
Methodology
Volume 2
A Mobile
Mindset
14
Introduction
The Utility of
Smartphones

Smartphone In-Store Usage
Among Millennials
84% 16%
84% 16%
82% 18%
81% 19%
81% 19%
74% 26%
74% 26%
76% 24%
41%
38%
37%
36%
33%
31%
80% 20%
30%
36%
79% 21%
30%
30%
Often /
Most of the Time Ever Never
Look up product reviews
Compare prices
Access coupon sites or apps for in-store redemption
Take advantage of a promotion received on a mobile device while shopping
Search for specific products and alternatives
Check retailer loyalty point status
Check in-stock status at another location or online
Place an order to be shipped to you
Search for a different online retailer
Look for other locations for the same retailer
Millennials once again take in-store mobile usage to unprecedented
levels. Beyond reviews, their high frequency of usage reveals their
shopper-savvy nature with price comparison, coupon consumption
and the hunt for promotions key activities for 1 in 3 Millennials often
or most of the time.
Millennials Lead the Way
Smartphone
Dynamics
The Evolving
Store Experience
Key Takeaways
Methodology
Volume 2
A Mobile
Mindset
15
Introduction
The Utility of
Smartphones

The Evolving Store Experience
The Evolving
Store Experience
Smartphone technology is having a significant
impact on the in-store experience as more
shoppers become aware of trackers and receive
text messages while shopping. It’s changing the
shopper’s path to purchase and yielding results
for retailers who adopt in-store strategies.
Smartphone
Dynamics
The Utility of
Smartphones
Key Takeaways
Methodology
Volume 2
A Mobile
Mindset
Introduction
The Evolving
Store Experience
16©2017 United Parcel Service of America, Inc.UPS Pulse of the Online Shopper™

Online Shoppers
Aware of In-Store Trackers
Smartphone
Purchasers
Smartphone
Users
50%
53%51%
Smartphone
Users
Receptive to In-Store Messaging
3 in 10
Smartphone
Purchasers
4 in 10
Though usage of mobile marketing may be limited among retailers,
there are opportunities to leverage tactics within the technology as
there is growing acceptance among shoppers. Half of online shoppers
are aware of in-store mobile trackers, and three in ten smartphone
users are receptive to in-store messages. Among smartphone
purchasers, even higher receptiveness to in-store mobile messaging
suggests a positive outlook for shoppers viewing and responding to
targeted messaging.
In-Store Mobile Marketing Opportunities Show Promise
Smartphone
Dynamics
The Utility of
Smartphones
Key Takeaways
Methodology
Volume 2
A Mobile
Mindset
17
Introduction
The Evolving
Store Experience

3 out of 5
smartphone purchasers
have received a retailer
text and responded
by either visiting the
retailer, purchasing a
product or looking for
the product in store.
Visited their
website
Made a purchase
online
Took advantage of
advertised promotion
Made a purchase
in store
Visited their
physical store
Looked for promoted
product in the store
22%
31%
28%
27%
24%
23%
20%
19%
19%
17%
17%
14%
46%
62%Taken an action
from text
Smartphone UsersSmartphone Purchasers
Actions Taken from Retailer Text Messages
(Among those who received an alert)
Retailer Texts Impact Shopper Behavior
It’s clear that retailer text messages to smartphones are effective. In
fact, 46% of smartphone users who received a retailer text message
responded by taking action. Among smartphone purchasers that
number increased to 62%. It’s advisable for retailers of all sizes to
send marketing messages via mobile texts that can drive conversion
and keep their brands top of mind.
Smartphone
Dynamics
The Utility of
Smartphones
Key Takeaways
Methodology
Volume 2
A Mobile
Mindset
18
Introduction
The Evolving
Store Experience

More
Convenient
39%
Reasons for Not Using a Smartphone
to Pay in Store
Reasons for Using Smartphone
to Pay in Store
Security
Concerns
39%
28%of smartphone
users have used
their device to
make an in-store
payment
More Secure
than Credit Cards
23%
Faster on
the Phone
36%
44%
Smartphone
Purchasers
14%
Smartphone
Non-Purchasers
42%
Millennials
19%
Non-Millennials
Not
Interested
28%
Privacy
Concerns
32%
In-store payments are expected to surpass $1 trillion though current
findings reveal usage among online shoppers will remain flat, in-line
with 2016 levels.1
Among smartphone users who do pay via their
phone in-store, convenience and speed are the driving factors.
Usage of in-store payment is highest among Millennials who find
greater interest. Millennial non-users have less concern about security
(29% vs. 43%) and privacy (26% vs. 35%).
In-Store Smartphone Payments Driven by Convenience and Speed
1. www.statista.com: Global mobile payment revenue 2015–2019
Smartphone
Dynamics
The Utility of
Smartphones
Key Takeaways
Methodology
Volume 2
A Mobile
Mindset
19
Introduction
The Evolving
Store Experience

Smartphone
Dynamics
The Utility of
Smartphones
The Evolving
Store Experience
Methodology
Volume 2
A Mobile
Mindset
Introduction
Key Takeaways
Design for the
Mobile Format
Embrace responsive
design to ensure an
optimal customer
experience for
researching, purchasing,
as well as completing
pre- and post-purchase
tasks on mobile devices.
Streamline
Checkout
Create a convenient
mobile checkout process
with a minimal number
of steps including choice
of payment options and
“buy with confidence”
builders along the journey.
Consider a Custom
Mobile App
Explore whether apps
would be an effective
way for your brand to
connect with and serve
more engaged shoppers.
Deliver a Robust
Experience
Offer mobile users an
improved experience
with product information,
imagery, peer reviews,
and rewards such as free
shipping and product
discounts.
Market to
Store Visitors
Develop a mobile
marketing strategy using
targeted messaging to
shoppers who visit your
store to raise brand
awareness and drive sales.
Key Takeaways

Methodology
Andrea Ivory
andreaivory@ups.com
Sarah Barker
Smartphone
Dynamics
The Utility of
Smartphones
The Evolving
Store Experience
Key Takeaways
Volume 2
A Mobile
Mindset
21
Introduction
Methodology

UPS Pulse of
the Online
Shopper™
START
Channel Dynamics
Volume 3
U.S. Study
September 2017

The sixth annual study, conducted by UPS and fielded by comScore, Inc., will be
presented as a five-volume series. Channel Dynamics is the third installment. To
view past volumes or to be notified of future releases visit ups.com/insideretail.
more in the future.
2. A Mobile Mindset
leading them to spend more time and money in
the m-commerce market.
3. Channel Dynamics
About the Study
20% 2–3 purchases
40% 4–6 purchases
40% 7+ purchases
2
Retail is Global
Marketplaces
Make Inroads
The Physical Store
Reinvented
New Store
Technology
Social Media
Engagers
Key Takeaways
Methodology
Volume 3
Channel
Dynamics
Introduction

Channel Dynamics
Global retail brands are making their presence felt online with robust information
and direct-to-consumer purchasing offered across multiple channels. Because today’s
shoppers are empowered with more retail choices — from small neighborhood
merchants to online marketplace giants — delivering an exemplary and consistent
customer experience is essential. In fact, 68% of online shoppers rate their past
experience with a retailer as an important factor when searching for and selecting
products online.
3
Retail is Global
Marketplaces
Make Inroads
The Physical Store
Reinvented
New Store
Technology
Social Media
Engagers
Key Takeaways
Methodology
Volume 3
Channel
Dynamics
Introduction

Retail is Global
Retail is Global
The internet has leveled the playing field,
enabling many retailers to move beyond a U.S.
brick-and-mortar presence and sell globally.
Shoppers are becoming more comfortable
purchasing from international retailers
and are willing to test the waters with less
familiar brands in their search for unique
products and lower prices. Marketplaces
increase exposure for international retailers
and improve opportunities for expanding
their reach into new markets.
Marketplaces
Make Inroads
The Physical Store
Reinvented
New Store
Technology
Social Media
Engagers
Key Takeaways
Methodology
Volume 3
Channel
Dynamics
Introduction
Retail is Global
4UPS Pulse of the Online Shopper™ ©2017 United Parcel Service of America, Inc.

Retail is Global
Online purchases from international retailers are on the upswing. Nearly
half of online shoppers made an international purchase in the past year
with 75% of these shoppers purchasing from a retailer in the Asia Pacific
region. A constant for the past two years, 61% of these shoppers have
indicated they’ve purchased from a retailer in China. Overall, international
purchases have increased seven points over the past two years.
International Purchasing Continues to Rise
Locations of International Retailers
APAC
75%
China
61%
Europe
32%
United
Kingdom
23%
Americas
19%
Canada
15%
Nearly half of online shoppers
have made an international
purchase in the past year.
47%
43%
2017
2016
40% 2015
5
Marketplaces
Make Inroads
The Physical Store
Reinvented
New Store
Technology
Social Media
Engagers
Key Takeaways
Methodology
Volume 3
Channel
Dynamics
Introduction
Retail is Global

Retail is Global
I found a lower price from an international retailer on a U.S. marketplace
Reasons to Shop from International Retailers
Top Considerations when Making International Purchases
I want something unique not found in stores in the U.S.
The price is better internationally
Total cost of the order
including duties and
fees is clearly stated
The brands or products I like are not available in the U.S.
I discovered the retailer on a U.S. marketplace
43%
36%
34%
34%
32%
77% 76% 74%
All prices are stated
in my home currency
Retailer is
reputable
Clear return
policy
66%
Reasonable speed
of delivery
66%
Lower prices and unique products are the leading reasons online
shoppers are buying from international retailers. Over four in 10 online
shoppers report purchasing from an international retailer because they
found a lower price from that retailer on a U.S. marketplace. Shoppers
consider whether the total cost of the order is clearly stated in their
home currency, as well as the retailer’s reputation when they are making
an international purchase. Logistics also factor into the decision with
shoppers seeking a clear return policy and reasonable delivery times.
Price and Products Drive International Purchases
6
Marketplaces
Make Inroads
The Physical Store
Reinvented
New Store
Technology
Social Media
Engagers
Key Takeaways
Methodology
Volume 3
Channel
Dynamics
Introduction
Retail is Global

Marketplaces Make Inroads
Marketplaces
Make Inroads
In the 2017 study, almost all online shoppers
report having made a marketplace purchase.
Given the growing influence of both broad-
based and specialty marketplaces, it’s no
surprise that shoppers more readily start
their searches and make their purchases
via marketplaces.
Retail is Global
The Physical Store
Reinvented
New Store
Technology
Social Media
Engagers
Key Takeaways
Methodology
Volume 3
Channel
Dynamics
Introduction
Marketplaces
Make Inroads

97%Purchased from a Marketplace
44%65%
Speed of delivery
45%
Total cost of the order
including shipping
costs and/or taxes
55%
Free and discounted
shipping
Better prices
46%
63%
90%
eBay
Amazon
Walmart/Jet
Top Reasons for Purchasing at Marketplace Instead of Retailer
Online shoppers
purchasing on
marketplaces has
increased 12 points
since last year.
The number of online shoppers who made marketplace purchases
rose 12 points since last year, reaching an almost universal penetration
rate of 97%. While the outlook for future marketplace purchasing is
favorable, sellers should heed the warning that they will be held to
the same standards as traditional retailers. These include an optimal
customer experience and customer service, product quality and a
flexible return policy. When asked why they shopped at a marketplace
instead of a retailer, more than one-in-three shoppers indicated broader
selection and in-stock products as the key reasons.
Marketplace Purchasing Surges
8
Retail is Global
The Physical Store
Reinvented
New Store
Technology
Social Media
Engagers
Key Takeaways
Methodology
Volume 3
Channel
Dynamics
Introduction
Marketplaces
Make Inroads

Future Online
Marketplace
Research
Behavior Future Online
Marketplace
Purchase
Behavior
Less
3%
Same
68%
More
29%
Less
3%
Same
67%
More
30%
Research Products on Marketplace “More” Purchase Products on Marketplace “More”
37%
Millennials
25%
Non-Millennials
37%
Millennials
25%
Non-Millennials
39%
Smartphone
Purchasers
25%
Smartphone
Non-Purchasers
39%
Smartphone
Purchasers
25%
Smartphone
Non-Purchasers
Growth for future marketplace purchasing appears to be inevitable
with online shoppers indicating “more” researching and buying via
this channel. Online shoppers gravitate to their broad assortment of
products and shopping conveniences. Millennials and smartphone
purchasers show a stronger tendency for increased researching and
purchasing on marketplaces.
Marketplace Influence Projected to Grow
9
Retail is Global
The Physical Store
Reinvented
New Store
Technology
Social Media
Engagers
Key Takeaways
Methodology
Volume 3
Channel
Dynamics
Introduction
Marketplaces
Make Inroads

The Physical Store Reinvented
The Physical Store
Reinvented
Consumer behavior continues to move toward digital
shopping, with the average percentage of purchases
made in physical stores down 3 points since 2014.
Retailers recognize they must think more about
the customer experience, which means clearly
understanding shopper expectations for visiting
and ideally buying in a store.
Retail is Global
Marketplaces
Make Inroads
New Store
Technology
Social Media
Engagers
Key Takeaways
Methodology
Volume 3
Channel
Dynamics
Introduction
The Physical Store
Reinvented

In-Store Shopping Still Has a Role
Touch
And Feel
Product
Solve
Immediate
Problems
Superior
Customer
Service
Unique
Products
Innovative
Shopping
Environment
59%
54% 52%
44%
29%
Factors in Deciding to
Go to Store vs. Shop Online
(% Important)
What Keeps Shoppers
Coming Back
Only go to the physical store when they
need something urgently
Having unique shopping experiences
is a reason to visit a retail store
33%
33%
Like to browse online and go to the store
to see, touch and try on merchandise
35%
Shopping in store still is a major part of
my shopping routine
42%
(% Agree)
Stores Serve Tactile and Urgent Needs
It’s clear that the physical store still has a role to play in the retail
experience. Although in-store shopping has decreased 3 points from
2016, 42% of online shoppers agree that shopping in store is still a
major part of their shopping routine. Plus, more than a third agree that
they like to browse online and then go to a store to see, touch and try
on merchandise. In fact, the need to actually touch a product is the
most important reason why online shoppers decide to visit a physical
store. Yet, 33% of shoppers surveyed agree they only go to a physical
store when they have an urgent need.
11
Retail is Global
Marketplaces
Make Inroads
New Store
Technology
Social Media
Engagers
Key Takeaways
Methodology
Volume 3
Channel
Dynamics
Introduction
The Physical Store
Reinvented

Unique Products
30%
Top Reasons for Purchasing at Retailer
Instead of Marketplace
Better Sales
45%
Favorite Store
29%
Know Product Quality
37%
Know Their Products Fit Me
29%
Shoppers Seek out Favorite Retailers Particularly When the Price is Right
Among avid shoppers, 45% of the survey respondents report
purchasing from a retailer based on better sales. Females (50%) versus
males (40%) indicated better sales were the primary driver to shop with
a retailer. Overall, knowing the product quality is the second highest
reason for a retailer purchase followed by unique products at 30%.
12
Retail is Global
Marketplaces
Make Inroads
New Store
Technology
Social Media
Engagers
Key Takeaways
Methodology
Volume 3
Channel
Dynamics
Introduction
The Physical Store
Reinvented

Appeal of Retail Store Experiences
Special member-only
reception events with
advanced preview of
new products
In-store events
(e.g., fashion shows,
celebrity appearances,
new product
introductions, etc.)
Pop-up
stores
Event-driven retail
environments
(e.g., Lollapalooza,
Coachella, etc.)
25%
23%
21%
20%
TODAY
ONLY
The in-store experience is a key element in the mix of tactics to draw
traffic and keep shoppers coming back. Shoppers value in-store
concepts that offer exciting, interactive and educational experiences.
Retailers of all sizes should be open-minded and creative in their
thinking as online shoppers are adaptable and enjoy testing new
in-store concepts. Appealing concepts include pop-up stores and
a variety of events such as fashion shows, private trunk shows and
special member-only receptions to preview new products.
New Retail Concepts Generate Interest
13
Retail is Global
Marketplaces
Make Inroads
New Store
Technology
Social Media
Engagers
Key Takeaways
Methodology
Volume 3
Channel
Dynamics
Introduction
The Physical Store
Reinvented

65%
57%
57%
56%
48%
44%
Ability to quickly and accurately get checked out
Knowledge of the inventory
Willingness to help or go the extra mile
Processing returns
Number of associates on the sales floor to service the customers
Ability to service shoppers who bought online and are picking up in store
36%
find the ability
of associates to
search inventory
with mobile
scanners
appealing
Importance of In-Store
Associate Interactions
Online shoppers have high expectations for the associates that serve
them. If they have taken the time to make the trip to a brick-and-
mortar store, online shoppers expect store associates to help provide
an efficient experience with 65% citing the importance of a quick and
accurate check-out. An in-store associate’s product knowledge and
willingness to go the extra mile are also important for ensuring
a positive customer experience. In addition, the usage of mobile
scanners by associates to search for inventory was appealing to over
one-third of online shoppers.
In-Store Associates Make Positive Impact
14
Retail is Global
Marketplaces
Make Inroads
New Store
Technology
Social Media
Engagers
Key Takeaways
Methodology
Volume 3
Channel
Dynamics
Introduction
The Physical Store
Reinvented

New Store Technology
New Store
Technology
By embracing technology, retail stores
hope to elevate the in-store shopping
experience and reverse declining sales.
Retailers can and must differentiate their
store experiences and a series of new
technologies are now under evaluation.
From robots to virtual reality, these
capabilities may entice shoppers to
once again visit nearby retailers.
Retail is Global
Marketplaces
Make Inroads
The Physical Store
Reinvented
Social Media
Engagers
Key Takeaways
Methodology
Volume 3
Channel
Dynamics
Introduction
New Store
Technology

(% Agree)
Robots could be a
valuable tool for
in-store customer
service
Robots could serve
an important role
in assisting
shoppers in the
buying process
Robots could be
a valuable tool
for product
recommendations
Robots could/should
be part of today’s
retail shopping
experience
(% Agree)
1 in 3 are Open to Robot Assistance in Some Roles
Almost 3 in 5 Prefer Human Interaction
I prefer interacting
with a person in a
retail store
I would not want
robots in retail
stores since they
will be replacing
people in the
workforce
I would not like
interacting with a
robot as they are
cold/impersonal
I am uncomfortable
interacting with a
robot
71% of online
shoppers agree with
at least one of the four
negative statements
about having robots
in retail stores.
58% 51% 41% 36%
21% 20% 18% 18%
While 21% of online shoppers agree that robots could be valuable
assisting customers in a store, the majority (58%) prefer to interact
with a person. Half of shoppers expressed concern that robots would
be replacing people in the workforce. Plus, 36% of online shoppers
indicate that they are uncomfortable interacting with a robot. Of the
shoppers open to robot assistance, 18% said they could or should be
part of the retail shopping experience.
Limited Support for Robot Assistance
16
Retail is Global
Marketplaces
Make Inroads
The Physical Store
Reinvented
Social Media
Engagers
Key Takeaways
Methodology
Volume 3
Channel
Dynamics
Introduction
New Store
Technology

Appeal of Virtual-Reality Scenarios
42%
40%
39%
35%
35%
31%
29%
Seeing products brought to life (product demos)
Browsing in a store
Virtually try on products (e.g., glasses, clothing, etc.)
Beauty simulations that show how you look in a variety of products
Watching video or viewing other retailer content (e.g., reviews, etc.)
Interacting with associates
Visualizing furniture and décor in your home
Shoppers find the use of virtual reality appealing for a variety of
purposes. Virtual reality has the ability to bring an image, product or
store to life, helping shoppers visualize how they will look wearing an
item of clothing or how a piece of furniture will look in their home.
Watching product demonstrations and browsing through a store are
two of the top ranking virtual-reality scenarios with each appealing to
40% of shoppers.
The Appeal of Virtual Reality
17
Retail is Global
Marketplaces
Make Inroads
The Physical Store
Reinvented
Social Media
Engagers
Key Takeaways
Methodology
Volume 3
Channel
Dynamics
Introduction
New Store
Technology

Electronic Shelf Labels You Can Scan
31%
30%
29%
28%
27%
Mobile Charging Station
Smart Mirrors
Associates with Tablets
Wall Tablets for Consumers
Smart Fitting Rooms
Image Search
Appeal of In-Store Technology
Technology’s role in physical stores can be multifaceted. Its ability
to provide information that supports a smarter purchase such as
electronic shelf labels and tablets for product selection appeal to online
shoppers. Self-service opportunities offered through touch-screen
and voice-activated digital signs combined with improved checkout
procedures, such as electronic receipts and associates with tablets,
can lead to faster and more productive store visits. This is beneficial
for online shoppers who value an efficient shopping experience.
In-Store Technology Boosts Efficiency
18
Retail is Global
Marketplaces
Make Inroads
The Physical Store
Reinvented
Social Media
Engagers
Key Takeaways
Methodology
Volume 3
Channel
Dynamics
Introduction
New Store
Technology

Social Media Engagers
Social Media
Engagers
Communication remains the primary role
for social media, and it has also begun to
play a greater role in influencing and driving
purchases with different networks capitalizing
on their unique strengths and audiences.
The across-the-board increase in all social
networks suggests that retailers pay more
attention to ways they can pique their
customers’ interest using this channel.
This is particularly true when Gen Xers
and Millennials comprise the majority
of the shopper base.
Retail is Global
Marketplaces
Make Inroads
The Physical Store
Reinvented
New Store
Technology
Key Takeaways
Methodology
Volume 3
Channel
Dynamics
Introduction
Social Media
Engagers

General use of social media
has remained constant for
the past 3 years.
76%
Social media usage has signiﬁcantly increased with the
exception of Facebook which remains the largest network.
Social Media Usage
68%
49%
34%
29%
25% 25%
16%
69%
53%
39% 36% 34%
30%
25%
Facebook YouTube Twitter Pinterest Instagram LinkedIn Snapchat
2016 2017 2016 2017 2016 2017 2016 2017 2016 2017 2016 2017 2016 2017
47%87%
Millennials
78%
Gen Xers
63%
Three in four online shoppers report using social media which has held
steady for three years. As might be expected, Millennial shoppers are
more engaged in making social media part of their retail experience. Of
the 76% of online shoppers who report using social media, Millennials
represent a higher percentage (87%) than Non-Millennials (69%). The
youngest generation is more open to purchasing on social media
and significantly more comfortable sharing personal information
to personalize their shopping experience. In fact, 41% of Millennials
reported being comfortable sharing personal information to personalize
their shopping experience compared to 24% of Non-Millennials.
Millennials More Engaged with Social Media
20
Retail is Global
Marketplaces
Make Inroads
The Physical Store
Reinvented
New Store
Technology
Key Takeaways
Methodology
Volume 3
Channel
Dynamics
Introduction
Social Media
Engagers

35%
Follow retailers
on social media
Purchased product on
a social media network
Social media inﬂuences
their purchases
30% 19%
54% 49% 32%
Millennials Millennials Millennials
Social Media Shopping Influence
Three-in-ten online shoppers say that social media influences their
purchase decisions, up three points from last year, while two-in-ten
online shoppers have purchased on social media. However, almost
one-in-two Millennials say that social media influences their purchase
decision and almost one-in-three have purchased on a social media
site. While social media purchasing levels are lower than expected,
the number of Millennials who follow retailers on social media, say it
influences their purchasing decisions, and currently purchase products
on social media sites, suggests future revenue may result from the
significant time this group spends on social networks.
Social Media Influence Increases
21
Retail is Global
Marketplaces
Make Inroads
The Physical Store
Reinvented
New Store
Technology
Key Takeaways
Methodology
Volume 3
Channel
Dynamics
Introduction
Social Media
Engagers

Facebook Top Network among Online Shoppers
Facebook
Shopping Trends on Social Media
Pinterest
Search for
retail coupons
Follow to receive promotions
for holiday shopping
Seek customer
service
30%
Facebook
& Twitter
Get inspiration42%43%
51%
Purchase products
26%
Click through to
retailer’s website
39%
Facebook has the largest usage among online shoppers with 69% of
shoppers reporting using the network. A key source for information
and deals, 43% of Facebook users report following retailers for holiday
promotions, while 42% search the network for coupons. Despite
Facebook’s strong position, other social networks such as Pinterest and
Twitter have unique audiences and roles to play in the online journey.
22
Retail is Global
Marketplaces
Make Inroads
The Physical Store
Reinvented
New Store
Technology
Key Takeaways
Methodology
Volume 3
Channel
Dynamics
Introduction
Social Media
Engagers

43%
44%
46%
49%
50%
50%
55%
55%
61%
69%
A product recommendation from a blogger or celebrity personality
Inspiring content (e.g. Videos, blogs, how to guides, tips, trends etc.)
A friend has "liked" a product
A product has received numerous "likes"
Receiving exclusive member discount (only for members of social network)
Referral from a friend
Receiving rewards/loyalty points
Product on daily deal
A unique product
Free shipping available
Importance of Factors Affecting Purchase on Social Media
Free shipping and the possibility of finding a unique product are the
leading reasons online shoppers are enticed to purchase on a social
media site. Daily deals, peer influence, loyalty points and exclusive deals
are also cited as important factors when making a purchase via social
media. Additionally, one in six (16%) social media users say that the
ability to look at a range of products is a reason for making purchases
via social media.
Product is Important to Social Media Purchase
23
Retail is Global
Marketplaces
Make Inroads
The Physical Store
Reinvented
New Store
Technology
Key Takeaways
Methodology
Volume 3
Channel
Dynamics
Introduction
Social Media
Engagers

Focus on
International
Make shipping
internationally a
priority to expand
your customer base.
Test the
Marketplace Waters
Explore selling on
marketplaces after
closely evaluating the
scope of opportunity
for your business.
Elevate the
In-Store Experience
Ensure your physical
store remains relevant
by providing an
inspiring and effective
shopping experience.
Leverage
Associates
Don’t underestimate the
importance of associates
and how they can help
differentiate your brand
by providing efficient,
knowledgeable service
to shoppers.
Embrace New
Technology
Take advantage of
innovative technologies
that to appeal to tech-
savvy shoppers and
enhance the in-store
experience.
Key Takeaways
Retail is Global
Marketplaces
Make Inroads
The Physical Store
Reinvented
New Store
Technology
Social Media
Engagers
Methodology
Volume 3
Channel
Dynamics
Introduction
Key Takeaways

Methodology
Andrea Ivory
andreaivory@ups.com
Sarah Barker
25
Retail is Global
Marketplaces
Make Inroads
The Physical Store
Reinvented
New Store
Technology
Social Media
Engagers
Key Takeaways
Volume 3
Channel
Dynamics
Introduction
Methodology

The Savvy Shoppers
Volume 4
UPS Pulse of
the Online
Shopper™
START
U.S. Study
October 2017

The Product
Rules
Saving Money
Matters
Volume 4
The Savvy
Shoppers
2
Key Takeaways
Customer Profiles
Methodology
Introduction
presented as a five-volume series. The Savvy Shoppers is the fourth installment.
To view past volumes or to be notified of future releases visit ups.com/insideretail.
more in the future.
2. A Mobile Mindset
3. Channel Dynamics
About the Study
20% 2–3 purchases
40% 4–6 purchases
40% 7+ purchases

The Savvy Shoppers
Technology has produced a new crop of shoppers who are savvier in a multitude
of ways. Their desire for unique products determines where they shop and transcends
the size of retailer. This new breed of shoppers value both small merchants and large
marketplaces. They have honed their shopping skills to find the best prices from every
corner of the world. Retailers offering overpriced products or limited selections may fail
to be competitive in today’s market.
The Product
Rules
Saving Money
Matters
Volume 4
The Savvy
Shoppers
3
Key Takeaways
Customer Profiles
Methodology
Introduction

The Product Rules
The Product Rules
Unique products are still important to online shoppers
and impact their choice of channels and merchants.
In fact, 56% of respondents said they shop at small
retailers because they offer unique products,
underscoring that shoppers will go beyond familiar
brands to locate the items they desire. Retailers
should see this as a positive sign with unique
offerings remaining a strong differentiator. Online
channels continue to prove to be a key conduit
as robust search engines optimize exposure to
unique merchandise.
Saving Money
Matters
Volume 4
The Savvy
Shoppers
Key Takeaways
Customer Profiles
Methodology
Introduction
The Product
Rules

The Product Rules
Product depth and breadth is an increasingly important driver as online
shoppers look beyond large e-commerce retailers in search of niche or
hard-to-find products. In fact, offering unique products is the top reason
for shopping at small retailers according to 60% of females and 53% of
males. Among online shoppers who have purchased products on social
media, 61% indicate finding a unique product is important. In addition,
36% of those who have purchased from an international retailer say
they do so to find unique products not found in U.S. stores.
Shoppers Seek Unique Products
Top Reason to Shop at Small Retailers
Unique Products
rate product selection as
important when searching
for products online
+ 3 points since 2016
56%
Reason to Shop at a Marketplace
Broader Selection
37%
50%
34%
2017
2017
2016
2016
77%
Saving Money
Matters
Volume 4
The Savvy
Shoppers
5
Key Takeaways
Customer Profiles
Methodology
Introduction
The Product
Rules

Saving Money Matters
Saving Money
Matters
Shoppers will go to great lengths to get
special perks and free shipping. They will
compare prices among retailers and
across channels. They join membership
programs that provide them with the
best prices and free shipping on all
of their purchases.
The Product
Rules
Volume 4
The Savvy
Shoppers
Key Takeaways
Customer Profiles
Methodology
Introduction
Saving Money
Matters

70%
68%
of mobile device users have
compared prices among retailers
of mobile device users have
searched for a retail coupon
85%
Millennials
61%
Non-Millennials
81%
Millennials
58%
Non-Millennials
81%rate product prices
as important when
searching for and selecting
products online
+ 3 points since 2016
Price is important when searching for and selecting product online,
increasing to 81% in this year’s study. Most shoppers believe that a
better price can be found with a little time and the aid of a smartphone.
In fact, a majority of mobile device users, especially millennials, report
comparing prices and searching for retailer coupons in order to secure
a better price.
Better Prices are Top of Mind
The Product
Rules
Volume 4
The Savvy
Shoppers
7
Key Takeaways
Customer Profiles
Methodology
Introduction
Saving Money
Matters

60%
Millennials
47%
Non-Millennials
40%
Millennials
44%
Non-Millennials
42%
Millennials
44%
Non-Millennials
46%
Millennials
33%
Non-Millennials
of Facebook users
follow retailers to
receive promotions
for holiday shopping
of Facebook users
have searched for
retail coupons
43% 42%
38%of social media users
seek out promotions.
of online shoppers who
have purchased products
on social media ﬁnd
daily deals important
55%
More online shoppers are reporting that social media is influencing
their purchase decisions. Almost four of 10 shoppers on social media
are using it to find retail promotions. Among those who have purchased
products on social media, 55% indicate that daily product deals are
important. The same percentage consider rewards and loyalty points
as important factors impacting their purchase. Facebook is the leading
social media network among social-savvy shoppers and purchasers in
searching for and staying informed of retail promotions.
Social Media Users Seek Out Promotions
The Product
Rules
Volume 4
The Savvy
Shoppers
8
Key Takeaways
Customer Profiles
Methodology
Introduction
Saving Money
Matters

The percentage of online
shoppers enrolled in one
or more membership
programs is at its highest
level in 3 years.
65%2017
57%2016
45%2015
VIP
Appealing Membership Program Benefits
85%
61%
61%
53%
52%
50%
35%
33%
33%
32%
Free shipping
Special discounts
Free returns
Expedited shipping
Loyalty points/dollars to use on a future purchase
Percentage off every purchase
Free downloadable or streaming content
Advance notice of sales
Same-day delivery
Free gift
The number of shoppers who have embraced membership programs
is rapidly increasing as they find the inherent savings valuable.
The percentage of online shoppers who have joined one or more
membership programs is at its highest level in three years, up from
45% in 2015 to 65% in 2017. More than eight in 10 online shoppers
indicated free shipping is an appealing element of a membership
rewards program followed by free returns and special discounts each
at 61%. Retailers who decide to subsidize free shipping can reap the
rewards of a more loyal customer following.
Membership Programs Merit Attention
The Product
Rules
Volume 4
The Savvy
Shoppers
9
Key Takeaways
Customer Profiles
Methodology
Introduction
Saving Money
Matters

Add items to cart
with intention of
keeping items
Choose
the slowest
transit time
Search online for
a promo code for
free shipping
Choose
ship-to-store
Join a Loyalty
Program
48% 44% 41% 36% 29%
Actions Taken to Qualify for Free Shipping
of online shoppers rate free shipping options
as important when checking out online.
of online shoppers rate it as the most
important option when checking out online.
74%
36%
The importance of free shipping options at checkout has declined
three points since 2015 from 77% to 74%. However, 79% of shoppers
report that shipping fees are important during the product search
and selection process. Over half of shoppers abandoned their carts
because shipping costs made the total purchase more than expected.
Yet, the percentage of shoppers who ranked free shipping as the most
important option when checking out has declined four points from
40% in 2015 to 36%.
Free Shipping Influences Shopper Behavior
The Product
Rules
Volume 4
The Savvy
Shoppers
10
Key Takeaways
Customer Profiles
Methodology
Introduction
Saving Money
Matters

Customer Profiles
Retailers who understand how their customers
search, shop and buy online can gain a real
competitive edge in today’s fast-moving
marketplace. The UPS Pulse of the Online
Shopper study demonstrates significant
differences in behavior when it comes
to mobile devices, channel preferences
and delivery options. In this section we
outline key differences among Millennials,
Non-Millennials, Smartphone Purchasers
and Urban Shoppers.
The Product
Rules
Saving Money
Matters
Volume 4
The Savvy
Shoppers
Key Takeaways
Methodology
Introduction
Customer Profiles

Customer Profiles
Millennials do more researching and purchasing on smartphones,
making it a way of life. They find it easier and faster to take advantage
of its many capabilities from accessing retailer apps and coupons
to researching prior to store visits. Being socially connected, they
aren’t afraid to contact customer service via social media. They are
active in their in-store usage of mobile, seeking information and
making purchases on their phones. They anticipate shopping more on
marketplaces and utilizing more ship-to-store options. When it comes
to delivery, they more often use two-day and expedited options and
will opt for alternate locations.
Millennials
*of Non-Millennials
Millennials
Make 29% of their online purchases
via a smartphone (vs. 10%*)
Social Media
Returns
Delivery
In Store
Devices
Where They Shop
Mobile
Prefer to use alternate delivery locations
on 49% of their orders (vs. 30%*)
42% have used their smartphone
to purchase in store (vs. 19%*)
84% have compared prices at other
online or physical stores on their
smartphone in store (vs. 60%*)
Among those who have returned an online purchase in the
past year, 52% have returned an item to a store (vs. 41%*)
49% indicate social media “influences
purchase decisions” (vs. 19%*)
37% plan to purchase more on
marketplaces next year (vs. 25%*)
25% will shop at a small retailer due to their
commitment to sustainability, community
or other worthy cause (vs. 19%*)
36% intend to use ship-to-store more
often in the next year (vs. 20%*)
62% have engaged with customer
service via social media (vs. 28%*)
81% have searched for a retail
coupon (vs. 58%*)
82% have used a retailer’s
mobile app (vs. 59%*)
83% have researched products
on a mobile device prior to a
store visit (vs. 58%*)
The Product
Rules
Saving Money
Matters
Volume 4
The Savvy
Shoppers
12
Key Takeaways
Methodology
Introduction
Customer Profiles

Customer Profiles
Non-millennials may be more cautious in their adoption of technology
but all indications suggest heightened interest in online shopping
and smartphones. Overall they are seeking swifter delivery and price
is a factor in making purchases. Marketplaces play an important
role as purchases on these platforms may be the most important
growth seen across the board. There was also growth in Amazon Prime
membership among non-millennials. In addition, they have a willingness
to purchase from both international retailers and small businesses if the
circumstances suit their needs.
Non-Millennials
31% begin their search for a product
on Amazon.com (vs. 25%*)
Delivery
Amazon Factor
Mobile
The percentage who purchased from
an international retailer grew five
points to 41% (vs. 60%*)
The average percentage of packages where
two-day shipping was used for domestic
delivery grew four points to 22% (vs. 25%*)
Purchases made on a combination of
smartphone + PC grew three points to
20% (vs. 31%*)
The average percentage of purchases
made online grew three points to 52%
(vs. 53%*)
Among smartphone users, 46%
research via their device (vs. 76%*) and
34% purchase via their device (vs. 66%*),
both up four points from 2016.
Non-Millennials
Where They Shop
Unique product as reason to shop at smaller
retailers grew eight points to 61% (vs. 48%*)
The percentage of shoppers who purchased
from Amazon grew 25 points to 90% (vs. 80%*)
Importance of same-day delivery
when shopping at physical stores
grew seven points to 31% (vs. 46%*)
*of Millennials
The Product
Rules
Saving Money
Matters
Volume 4
The Savvy
Shoppers
13
Key Takeaways
Methodology
Introduction
Customer Profiles

Customer Profiles
Almost all smartphone purchasers research on their device and have
a great desire to buy from marketplaces. They are inclined to take
advantage of mobile apps and embrace in-store messaging. Choosing
an alternate delivery location is part of their behavior patterns along
with a willingness to pay for expedited shipping. They have a higher
consumption of social media across the board. Lastly, they enjoy a
personalized experience that is more tailored to their needs.
Delivery
Where They Shop
Mobile44% are willing to pay for expedited
shipping when they need it faster
due to personal reasons (vs. 34%*)
Prefer to use alternate delivery
locations on 47% of their orders
(vs. 32%*)
Use alternate delivery locations
on 40% of their orders (vs. 25%*)
39% say they will purchase more
on marketplaces (vs. 25%*)
Smartphone
Purchasers
*of Non-Smartphone Purchasers
Make 53% of their non-grocery purchases
online (vs. 51%*)
91% research on smartphones (vs. 29%*)
96% have used a retailer’s mobile app on
their smartphone (vs. 67%*)
55% always/often use retailer apps (vs. 17%*)
68% have purchased products as a result of
a text message sent by a retailer (vs. 31%*)
42% are receptive to in-store mobile
messaging (vs. 19%*)
The Product
Rules
Saving Money
Matters
Volume 4
The Savvy
Shoppers
14
Key Takeaways
Methodology
Introduction
Customer Profiles

Customer Profiles
The urban shopper is an early adopter and tends to lead the way on
many of the topics we address in The UPS Pulse of the Online Shopper
Study. More and faster is the mantra of this customer segment. Their
smartphone usage prior to shopping and reflects their comfort with
these devices, taking advantage of them at every turn. Delivery needs
are also unique to the urban shopper with a higher preference for and
propensity to use alternate delivery locations and same-day delivery.
Urban Adoption
Returns
Delivery
In Store
Mobile
Prefer to have 44% of their
orders delivered to alternate
locations (vs. 34%*/31%**)
45% say physical store same-day
delivery is important (vs. 34%*/31%**)
77% use smartphone in-store to
compare prices (vs. 70%*/60%**)
68% use smartphone in-store to
check in-stock status at another
location or online (vs. 61%*/51%**)
Among those who returned an online
purchase, 49% have returned an item
to the store (vs. 46%*/38%**)
Had 38% of their orders delivered to
alternate locations (vs. 27%*/26%**)
74% purchased products on their
mobile device (vs. 62%*/58%**)
75% have researched products on mobile
device prior to a store visit (vs. 67%*/59%**)
65% research online on their smartphones
(vs. 57%*/39%**)
57% purchase on their smartphones
(vs. 45%*/49%**)
68% have researched products and
alternatives on mobile device during
a store visit (vs. 61%*/51%**)
68% have used a mobile device to contact
customer service (vs. 55%*/48%**)
Urban Shoppers
*of Suburban Shoppers **of Rural Shoppers
The Product
Rules
Saving Money
Matters
Volume 4
The Savvy
Shoppers
15
Key Takeaways
Methodology
Introduction
Customer Profiles

Know
Your Base
Research which
products appeal to
your customers and
creatively merchandise
specialized assortments
to encourage repeat
visits and purchases.
Offer Competitive,
Consistent Pricing
Ensure your product
pricing is competitive
and consistent across
all channels to build
shopper confidence
and improve the
brand experience.
Reward
Loyalty
Retain your best
customers by offering
benefits such as special
discounts, free returns
and free shipping
through brand loyalty or
membership programs.
Evaluate
Free Shipping
Examine the competitive
landscape and financial
impacts of strategically
using free shipping in
different scenarios to
either incent, reward
or retain customers.
Embrace
Social Media
Develop a social media
strategy to engage
shoppers on the most
appropriate channels
and present promotional
opportunities to
drive sales.
Key Takeaways
To attract and influence today’s new breed of savvy shoppers, competitive retailers
are acting on the following imperatives:
The Product
Rules
Saving Money
Matters
Volume 4
The Savvy
Shoppers
Customer Profiles
Methodology
Introduction
Key Takeaways

Methodology
Andrea Ivory
andreaivory@ups.com
Sarah Barker
The Product
Rules
Saving Money
Matters
Volume 4
The Savvy
Shoppers
17
Key Takeaways
Customer Profiles
Introduction
Methodology

Retail Fundamentals
Volume 5
UPS Pulse of
the Online
Shopper™
START
U.S. Study
November 2017

Customer Service
Counts
The Logistically
Minded
New Focus on
Returns
Key Takeaways
Methodology
Volume 5
Retail
Fundamentals
2
Introduction
presented as a five-volume series. Retail Fundamentals is the fifth installment.
To view past volumes visit ups.com/insideretail.
more in the future.
2. A Mobile Mindset
3. Channel Dynamics
About the Study
20% 2–3 purchases
40% 4–6 purchases
40% 7+ purchases

Retail Fundamentals
Exceptional service is a must for an ideal shopping experience. To thrive in today’s
competitive environment, retailers must exceed service standards. Exceptional
service standards include logistics, which play an even greater role in the consumer
experience now as shoppers expect faster shipping, flexible delivery options
including in-store pickup, and traditional in-home delivery. While the ease of online
purchasing is pervasive, an equally efficient returns process plays a critical role in
customer satisfaction. A winning retail model provides outstanding service with
delivery superiority and features choice as the guiding principle throughout the
shopping experience.
Customer Service
Counts
The Logistically
Minded
New Focus on
Returns
Key Takeaways
Methodology
Volume 5
Retail
Fundamentals
3
Introduction

Customer Service Counts
Customer Service
Counts
Top-performing retailers recognize that
customer service matters more than ever and
can differentiate their brand. While online
shoppers continue to gravitate to self-service
options, savvy organizations invest heavily
in training to ensure all customer-facing
employees are prepared to assist consumers
throughout the shopping experience.
The Logistically
Minded
New Focus on
Returns
Key Takeaways
Methodology
Volume 5
Retail
Fundamentals
Introduction
Customer Service
Counts

Technology has enabled consumers to adopt a do-it-yourself approach
to finding answers. Online shoppers gravitate toward service channels
that require less interaction and give them more control. Only 55% of
shoppers report satisfaction with access to customer service
information and with finding contact options, suggesting that there
is still room for improvement.
Self-Service Options Appeal to Shoppers
55% 55% 54% 42%
are satisfied with access
to customer service
information within the
checkout experience
are satisfied with the ability
to find a customer service
phone number or other
contact options during the
search and browse process
are satisfied with
the ability to access
self-service Q&A during the
search and browse process
rate the ability to
contact customer
service in checkout
as important
45%
45%
42%
40%
35%
30%
23%
22%
21%
Importance of
Customer Service
Options When
Shopping Online
Onsite Questions and Answers
Onsite Frequently Asked Questions
Live chat
Call center
Customer service call-back option
Community information (peer provided)
Social media (Facebook, Twitter, etc.)
FAQs via YouTube or other means
Co-browsing (customer service rep shares your desktop)
55% Email
The Logistically
Minded
New Focus on
Returns
Key Takeaways
Methodology
Volume 5
Retail
Fundamentals
5
Introduction
Customer Service
Counts

Interest in New Service Channels is Rising
22% say that access to live chat during
checkout is important
Satisfaction with
access to live chat in
checkout is down:
Live Chat
2016 2017
44%48%
74%
Millennials
47%
Non-Millennials
42%
46%
37%
cite live chat as an important customer
service option when shopping online
are satisfied with the availability of live
chat to ask a question when searching for
and selecting products product online
report the ability to ask questions via
live chat important when searching for
and selecting products online
30%
14%
30%
22%
15%
Facebook
Pinterest
Twitter
Snapchat
Instagram
Social Media
Users of a Given
Network That
Seek Customer
Service
of mobile device users have used
them to contact customer service
57%
79%
Smartphone
Purchasers
40%
Smartphone
Non-Purchasers
More shoppers are taking advantage of new channels to contact
customer service and obtain the information they need. In particular,
live chat has proven to be beneficial for both shoppers and retailers. In
the midst of shopping, a quick answer can give shoppers the confidence
they need to proceed with completing a purchase. Millennials and
smartphone purchasers embrace using mobile devices to contact
customer service. Social media’s role from a service perspective is rising
as three-in-ten Facebook and Twitter users have used these platforms
to contact customer service.
The Logistically
Minded
New Focus on
Returns
Key Takeaways
Methodology
Volume 5
Retail
Fundamentals
6
Introduction
Customer Service
Counts

The Logistically Minded
The Logistically
Minded
For today’s omni-channel shopper, logistics
is about options and speed — and they
want both. The best retail players are
expanding service options and delivery
capabilities to meet customer demands
and be more competitive.
Customer Service
Counts
New Focus on
Returns
Key Takeaways
Methodology
Volume 5
Retail
Fundamentals
7
Introduction
The Logistically
Minded

ability to
reserve online and
purchase in store
is important during
the search and
browse process*
41% 30%
ability to
buy online and pick
up in store is
important during
the search and
browse process*
have made
additional purchases
in store when using
ship-to-store
like to browse
online and buy in
store to get product
immediately
42%44%
Ideal Pickup Experience
71%
61%
55%
53%
46%
38%
22%
Quick service
Easy-to-find counter/location
Separate pickup line
Pickup close to door
Helpful store associates
Knowledgeable store associates
Retailer provides curbside pickup
ability to
pick up at a location
that is convenient
is important during
the search and
browse process*
45%
50%of online shoppers have used
“ship-to-store” while 41% intend to do
so “more” often in the next year
*search and browse
Half of shoppers report having their online purchases shipped to a
retail store for pickup. Speed and convenience are critical for smooth
in-store pickups as 71% of shoppers say quick service is ideal. With
“ship-to-store” deliveries projected to grow, retailers should emphasize
creating an easy, convenient process and consider using technology and
knowledgeable associates to maximize pickup efficiency for customers.
Ideal Store Pickups Offer Quick Service
Customer Service
Counts
New Focus on
Returns
Key Takeaways
Methodology
Volume 5
Retail
Fundamentals
8
Introduction
The Logistically
Minded

TWO DAY
30%on average, of online
orders are delivered to
alternate locations
63% say delivery speed as
important when searching
for and selecting products
77% are willing to pay for
expedited shipping
88%
Millennials
70%
Non-Millennials
64%
Smartphone
Purchasers
64%
Millennials
58%
Urban
Shoppers
of online shoppers are
interested in shipping
to alternate locations
52% Percentage of Orders Where
Two-Day Shipping Was Used
10%
2014
16%
2015
20%
2016
23%
2017
Flexibility and convenience dictate decision-making regarding package
deliveries. Interest in alternate pickup locations is highest among
millennials, smartphone purchasers and urban shoppers who value the
ability to choose delivery options. Delivery speed is important to 63%
of shoppers, with 77% reporting they are willing to pay for expedited
shipping under certain circumstances.
Interest in Alternate Pickup Locations and Fast Delivery Grows
Customer Service
Counts
New Focus on
Returns
Key Takeaways
Methodology
Volume 5
Retail
Fundamentals
9
Introduction
The Logistically
Minded

Étude annuelle UPS Pulse of Online Shopper 2017 [intégrale]

Étude annuelle UPS Pulse of Online Shopper 2017 [intégrale]

Recommandé

Recommandé

Contenu connexe

Tendances

Tendances (20)

Similaire à Étude annuelle UPS Pulse of Online Shopper 2017 [intégrale]

Similaire à Étude annuelle UPS Pulse of Online Shopper 2017 [intégrale] (20)

Plus de Patrick Barrabé® 😊

Plus de Patrick Barrabé® 😊 (20)

Dernier

Dernier (20)

Étude annuelle UPS Pulse of Online Shopper 2017 [intégrale]