- Satisfaction with online shopping significantly higher than
in-store experience (77 per cent vs. 59 per cent)
- 40 per cent of online shoppers in Canada are searching on one channel and
purchasing via another, highlighting importance of both on-line and
in-store experiences
- 83 per cent of Canadian shoppers made an online purchase
from an international retailer
- 57 per cent of online shoppers in Canada are interested in shipping to alternate
delivery locations with extended hours for reduced fees
- Behavioural shifts driven by desire for unique products and
competitive prices
MISSISSAUGA, ON, April 11, 2018 /CNW/ - (NYSE:UPS)
Eighty-three per cent of Canadian shoppers made an online purchase
from an international retailer, indicating a need for competitive
prices and priority international shipping, according to a recent
UPS Pulse of the Online Shopper™ study.
While online shoppers still find value in shopping at physical
stores, higher prices and lack of product availability are driving
Canadians to shop internationally, more so than all the other
countries surveyed.
The study, which is based on a comScore survey of more than
18,000 online shoppers worldwide, evaluates consumer shopping
habits from pre-purchase to post-delivery. Conducted in Q1, Q2 and
Q3 2017, it highlights areas of the shopping experience that have
remained constant, areas that have shown significant growth and
areas that may play a role in the future, including technology
driven by the use of robots and chatbots.
While using a single channel is the preferred purchase method
for 60 per cent of Canadians, four out of 10 online shoppers in
Canada are searching on one
channel and purchasing via another, highlighting the importance of
both the online and in-store experiences.
Consumers also expect quick fulfillment of online orders and
speedy delivery. Sixty-three per cent of online shoppers believe
orders placed by 12 p.m. should
qualify for delivery the same day and 61 per cent expect orders
placed by five p.m. to qualify for delivery the next day. Despite
these expectations, online shoppers in Canada are the least likely to pay for premium
shipping options, including same-day, next-day and two-day
shipping.
While an equal number of Canadians (64 per cent) have shipped
back an item to the retailer versus returning it to a physical
store, 51 per cent indicated they found it easier to return
online.
"As the e-commerce momentum continues to build, online retailers
are beginning to realize the importance of building reverse
logistics into their business model," says Gordon Reed, director, industrial engineering,
UPS Canada. "Ease of use and free returns are the driving factors
why consumers are increasingly making the shift to ship returns
more often versus taking them back to the store."
Although Canadian shoppers have become increasingly mobile
driven, smartphones are mainly used as a research and purchasing
tool. Seventy-three per cent of shoppers use their smartphone to
read product details and 41 per cent use their phones to make
purchases.
While the role of technology in retail is growing, 53 per cent
of Canadians still prefer interacting with a person in a retail
store. Thirty-six per cent would not like dealing with a robot
because of the impersonal nature of the interaction. Retailers
looking to retain customers and meet customer demands should work
towards elevating the in-store experience while still empowering
shoppers with the option to purchase online.
A strong indication that Canadians are looking for more
convenience and control comes from the more than one million
consumers who have signed up for UPS My Choice® service,
an online tool where users can re-route their packages, change
delivery details or pay any outstanding fees using a mobile device.
According to the study, 57 per cent of online shoppers in
Canada are interested in shipping
to alternative delivery locations. Consumers using UPS can re-route
their packages to one of more than 1,100 UPS Access
Point® locations in Canada, like The UPS Store®
franchise locations and other neighbourhood businesses, including
local dry cleaners, pharmacies and convenience stores with evening
and weekend hours to accommodate consumer's busy schedules.
For more study findings, please download the UPS Pulse of the
Online Shopper executive summary https://bit.ly/2H9JomZ.
About the UPS Pulse of the Online Shopper™
The UPS
Pulse of the Online Shopper Study evaluates consumer shopping
habits from pre-purchase to post-delivery. The 2018 study was
fielded in Q1, Q2 and Q3 2017 and is based on a comScore survey of
more than 18,000 online shoppers worldwide.
About UPS:
UPS (NYSE: UPS) is a global leader in
logistics, offering a broad range of solutions including
transporting packages and freight; facilitating international
trade, and deploying advanced technology to more efficiently manage
the world of business. Headquartered in Atlanta, UPS serves more than 220 countries
and territories worldwide. The company can be found on the web
at ups.com or pressroom.ups.com and its corporate blog can be
found at longitudes.ups.com. To get UPS news direct,
follow @UPS_Canada on Twitter.
About comScore
comScore is a leading cross-platform
measurement company that measures audiences, brands and consumer
behavior everywhere. comScore completed its merger with Rentrak
Corporation in January 2016, to
create the new model for a dynamic, cross-platform world. Built on
precision and innovation, comScore's data footprint combines
proprietary digital, TV and movie intelligence with vast
demographic details to quantify consumers' multiscreen behavior at
massive scale. This approach helps media companies monetize their
complete audiences and allows marketers to reach these audiences
more effectively. With more than 3,200 clients and a global
footprint in more than 75 countries, comScore is delivering the
future of measurement. Shares of comScore stock are currently
traded on the OTC Market (OTC:SCOR). For more information on
comScore, please visit comscore.com.
SOURCE UPS Canada Ltd.