Improving Product Returns Presents Biggest Opportunity for Retailers Wishing to Increase Online Shopping Satisfaction

 Improving Product Returns Presents Biggest Opportunity for Retailers Wishing
                   to Increase Online Shopping Satisfaction

New Customer Experience Study Provides Insight Into the Factors that Make for
a Happy Online Shopper

PR Newswire

RESTON, Va. and ATLANTA, June 4, 2012

RESTON, Va. and ATLANTA, June 4, 2012 /PRNewswire/ -- While 86 percent of
consumers are satisfied with the overall experience of shopping online,
retailers still have significant opportunity to improve customer satisfaction
and their competitive position by making the process of returning or
exchanging items easier, a new study shows. comScore, Inc. (NASDAQ: SCOR), a
leader in measuring the digital world, and UPS (NYSE: UPS) today released the
Online Shopping Customer Experience Study, a report analyzing consumers'
online shopping behaviors and preferences pertaining to the post-purchase
experience.

(Logo:  http://photos.prnewswire.com/prnh/20080115/COMSCORELOGO)

Drawing its analysis from a February 2012 comScore survey of more than 3,100
U.S. online shoppers and an online focus group held in January 2012, the
report highlights which factors lead consumers to return items, to recommend
online retailers to friends, their requirements for a smooth checkout process,
and which shipping services they find most valuable. To download a copy of the
report, please visit: www.comscore.com/OnlineShoppingExperience.

Convenient Return Process Critical to Customer Satisfaction
Few factors figure more prominently in improving customer satisfaction in
online shopping than an easy-to-understand and convenient returns process. A
significant 63 percent of online shoppers look at a retailer's return policy
before making a purchase. Nearly half said that they would shop more often and
recommend a retailer with a lenient returns policy, indicating its value in
driving customer loyalty. Hassle-free returns and exchanges rank above average
in terms of importance for shoppers but rank low in terms of current customer
satisfaction, showing a significant area of opportunity for retailers.

"The Online Shopping Customer Experience Study provides retailers with the
insights needed to enhance the post-purchase online shopping experience,
focusing on the factors which lead to customer loyalty and growth," said Susan
Kleinman, comScore director. "While free shipping has tended to dominate the
discussion regarding what provides satisfaction to online shoppers, the study
shows there are several other factors critical to a positive online shopping
experience. Retailers need a holistic understanding of these drivers if they
hope to stimulate sales while maintaining healthy margins in this competitive
retail environment."

"This is important intelligence that can be put to use immediately," said Alan
Gershenhorn, UPS's chief sales and marketing officer. "Online retailers of any
size can win more business during this year's holiday season if they prepare
now to offer a better shopping experience.  UPS recognized some time ago that
online customers are expecting speed, convenience and flexibility after they
click to buy.  That's why we've developed solutions such as the industry's
broadest range of return options and UPS My Choice(SM) which lets consumers
control the time and location of delivery."

Two in Five Online Shoppers Abandon Shopping Carts Because of Delivery Timing
Consumers are currently most satisfied with the ease of checking out, the
variety of brands and products available and online delivery tracking ability.
They are least satisfied with the current level of flexibility in choosing
delivery dates.

At least 42 percent of online shoppers reported abandoning their shopping
carts because of delivery timing estimates. While two-thirds of shoppers
choose the most inexpensive shipping option, more than 40 percent expect to
see the availability of 2-3 day delivery and nearly a third want the option to
choose overnight shipping. The need for speed is also important, with 48
percent of online shoppers not willing to wait more than 5 days for packages
to be delivered. A third of shoppers said they most often choose to pay a fee
for faster delivery.

Online shoppers also said they valued having tracking capabilities to know
when their packages would arrive. 46 percent said receiving their orders when
expected would lead them to recommend an online retailer. The ability to
reroute a package and schedule a 2-hour delivery window is also important for
shoppers in the delivery process.

Please follow this link to view an infographic highlighting insights from the
study:
http://www.comscore.com/Press_Events/Press_Releases/2012/6/What_factors_influence_the_online_shopping_experience

Additional Findings Presented at the 2012 Internet Retailer Conference and
Exhibition
Ms. Kleinman will present additional results at the 2012 IRCE in Chicago at
the E-Commerce Technology Theater on Wednesday, June 6, 2012 at 4:30 p.m. For
more information, please visit:
http://irce.internetretailer.com/2012/exhibits/#/e-commerce-tech-theater.

About the Online Shopping Customer Experience Study
The Online Shopping Customer Experience Study, a report commissioned by UPS,
evaluates consumer shopping habits from pre-purchase to post-delivery. The
study is based on a comScore survey of more than 3,100 U.S. online shoppers.
For additional information on the report, please contact Susan Kleinman at
skleinman@comscore.com.

About comScore
comScore, Inc. (NASDAQ: SCOR) is a global leader in measuring the digital
world. For more information, please visit www.comscore.com/companyinfo. Follow
us on Twitter: twitter.com/comScore

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 and its corporate blog can be found at blog.ups.com. To get UPS
news direct, visit pressroom.ups.com/RSS.

SOURCE comScore, Inc.; UPS