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UPS releases online shopping behavior report, Asian user satisfaction is only 57% low
Changes in logistics data reflect changes in consumption habits in each region. On April 17, the international express delivery company UPS released the 'Online Shopping Consumer Behavior Survey' report (hereinafter referred to as the 'Report') for the first three quarters of 2017, showing that free delivery is the 'standard configuration' for online shopping in Asia, accounting for 85% , But Asian shoppers are only 57% satisfied with online shopping. Some analysts believe that logistics and distribution affect consumers' online shopping experience, and Asian online shoppers are less satisfied with the improvement of logistics and distribution, indicating that there is still a lot of room for development in Asian online shopping flow. According to a reporter from Beijing Business Daily, the report data is based on more than 3,200 online shoppers from mainland China, Hong Kong Special Administrative Region and Japan who have made at least two online shopping within 3 months. The report shows that in the first three quarters of 2017, only 57% of Asian shoppers were satisfied with the online shopping experience. Since 2015, this data has only increased by 11 percentage points from 46%. In this regard, UPS said that the process of improving customer satisfaction in Asia is very slow. Free delivery, delivery timeliness, return policy and other factors all affect consumers' online shopping experience. Free shipping can bring a competitive advantage to retailers that provide this service. On average, 85% of Asian online shoppers’ orders are entitled to free shipping. Among them, nearly two-thirds of Asian online shoppers said that free delivery is an important factor in the checkout process, and 46% of consumers will therefore purchase more goods to enjoy free delivery services. Online shoppers value the delivery timeliness of express delivery companies. About half of Asian online shoppers have given up shopping because they cannot provide a delivery date or the delivery time is too long. The average delivery wait 11 days will cause consumers to abandon the purchase. The convenience of the return policy also affects sales and customer satisfaction. 67% of Asian consumers have a demand for free shipping returns. In addition, in the past year, 40% of Asian online shoppers have returned online shopping, but only 47% of shoppers are satisfied with the ease of return. Information source: Sina.com
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