Digital Marketing Researches & Reports

UPS Pulse of the Online Shopper: A Customer Experience Study for US, June 2017 | UPS


The continued year over year growth in online shopping has been fueled by new technologies and a new generation of consumers who want greater convenience, value, options and better prices. That affected the online shoppers’ behaviors. In the US, online shoppers are creating a new retail landscape.

Find out insights into the US online shoppers’ behaviors and preferences revealed in 2017 by UPS:

  • 64% of online shoppers in the US said that they search and buy products or services on a single channel, online or in-store, with 43% search and buy online versus only 21% who do so in-stores.
  • Free shipping is the most important option for 74% of US shoppers when checking out for products/services online with 94% of shoppers said that they have taken action to qualify for free shipping.
  • Three-quarters of respondents are willing to pay a premium for expedited shipping.
  • 58% prefer to return items in store versus 42% who prefer to ship items back to retailers.
  • 48% of respondents claimed that they’ve made a purchase on a smartphone with eight in 10 of consumers use a retailer smartphone app.
  • Most of the online shoppers prefer to purchase from a marketplace instead of a retailer to get better prices (65%) and free & discounted shipping (55%).
UPS Pulse of the Online Shopper: A Customer Experience Study for US, June 2017 | UPS 1 | Digital Marketing Community

Shopping Form International Retailers by Online Shoppers in the US in 2017 – UPS


Data were driven from 5,000 US online shoppers. The 2017 study was fielded in Q1 2017.

United Parcel Service (UPS)

Logistics & Courier

United Parcel Service (NYSE: UPS) is a global leader in logistics, offering a broad range of solutions including the transportation of packages and freight, the facilitation of international trade, and the deployment of advanced technology to manage the world of business more efficiently. Headquartered in Atlanta, UPS serves more than 220 countries and territories worldwide.

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