This shopper survey was conducted by Pitney Bowes with Caravan International and included over 8000 online interviews. It focused on six markets: Australia, Canada, China, Mexico, the UK and the US.
Key take-aways:
- Free shipping is the #1 driver of repeat purchases
- Consumers will wait even longer if the product is unique or with a good promo
- Regardless of delivery speed—tracking is critical, and many retailers are leaving this up to carriers to solve
- Younger consumers are buying online less frequently while older consumers increase the frequency of their e-commerce
- Subscription services are changing buying behaviours
- More online purchases end in disappointment - delivery issues plague consumer experience
