comScore: Online, Mobile Shoppers Demand More

comScore Online, Mobile Shoppers Demand MorecomScore has just published the results of the UPS Pulse of the Online Shopper Study: A Customer Experience Study, which contains key consumer insights into elements of the online shopping experience that drive brand preference, customer loyalty and word-of-mouth recommendations.

The study found online shoppers are increasingly more “demanding” – that is, they are demanding more from retailers.
Consumers want more information at the start of the online experience, more options during checkout and delivery, and more channels for interacting with their favorite retailers.

A seamless returns process, free shipping and social and mobile access were rated among the most important needs of today’s online shopper, comScore reports.

“This study highlights the critical three Cs of today’s retail online customer experience – channels, choices and convenience,” said Nicolas Dorget, vice president of customer solutions at UPS Canada. “Retailers can win shoppers over by providing a consistent and positive omnichannel experience. From mobile apps to social media platforms, today’s consumers value – and even expect – services to work together across the entire shopping continuum from pre-purchase to post-purchase.”

To learn more about the study and review additional findings, click here.