Discover what keeps online shoppers happy and coming back

Get a better understanding of what drives consumer behavior—and how you can improve online sales—in our latest comScore study.

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.

Key findings include:

  • 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.
  • 88% say they abandoned a shopping cart.  Delivery dates, costs, and comparison shopping are among the main reasons.
  • 59% of smartphone owners use it to shop. Giving online customers more ways to shop increases the likelihood that they will.

Download the full 2013 comScore study to discover more competitive insights.