Study: Consumers Demand More Flexibility When Shopping Online

Study: Consumers Demand More Flexibility When Shopping Online

Retailers Must Address Buyers' Complex Path to Purchase

RESTON, Va., and ATLANTA, June 11, 2014 (GLOBE NEWSWIRE) -- Online shoppers
want retailers to make it easier to purchase their goods and services.
Consumers also want websites and stores to work better together. For now, they
also prefer to evaluate and purchase products from their desktops rather than
their mobile devices, and when it comes to shipping and returns "free" is a
driving factor to complete the sale.

Today, comScore, Inc. (NASDAQ: SCOR), a leader in measuring the digital world,
and UPS (NYSE: UPS), a global leader in logistics and transportation services,
released these and other findings in the 3^rd annual UPS Pulse of the Online
Shopper™ Study.

Earlier this year, comScore asked 5,800 consumers about their online shopping
experiences. Respondents said they want more options in searching for items,
checking out, enhanced security and alternate delivery locations. For more
information on the study results, please click here.

Mobile experience is lacking

While smartphones play a big role in the online experience, user interfaces
have some catching up to do to win over consumers. Online shoppers who use
multiple devices said they would prefer to shop on a desktop computer over
mobile because larger and clearer images help them comparison shop. Therefore,
it's no surprise that when shopping on mobile devices, 41% of respondents said
they prefer a retailer's full website vs. a mobile website (34%) or mobile app

Social media influences sales

While retailers have had a hard time connecting social media to sales, the
study clearly shows that it does have an impact as one-third of all shoppers
and one-half of Millennials said purchase decisions are influenced by social
media. Consumers also are likely to share their opinions on product and brands
on social media. Satisfied shoppers who share their thoughts via social media
are most likely to post on Facebook (86%) followed by Twitter (34%), Google +
(23%), Pinterest (21%), and Instagram (19%).

Omnichannel drives brand loyalty

The demand for cross-channel convenience is becoming more prevalent for the
savvy shopper. In fact, 40% of purchases are made crossing channels, whether
searching in store and purchasing online or vice versa. "The retailers who
embrace the various channels and options that customers favor will deliver a
positive customer experience and ultimately drive sales and brand loyalty,"
said Susan Engleson, senior director at comScore.

Delivery costs and free shipping trump faster delivery

Free shipping continues to drive purchasing decisions -- 58% have added items
to their shopping carts to qualify for free shipping and 83% are willing to
wait an additional two days for delivery if shipping is free. More than
one-half of online shoppers said they want to see the total purchase cost
early in the checkout process, and the majority prefer seeing the expected
arrival date rather than the number of days it will take for the product to

While consumers prefer most of their packages delivered to their home (74%),
there is a growing trend for alternate delivery options. Only about 43% of
shoppers in the survey were satisfied with the flexibility of changing
delivery days or rerouting packages. "Consumers demand more from their
package delivery experience, and today's online shopper expects us to respond
by creating solutions convenient for them. This is why we've created UPS My
Choice^® and the UPS Access Point™ Network," said Derrick Johnson, UPS vice
president, global segments.

Return policies affect purchase decisions

Consumers now expect free returns with 82% respondents saying they would
complete the purchase if they could return the item to a store or have free
return shipping, and 66% said they view a retailer's returns policy before
making a purchase. The majority of shoppers want retailers to make it easy for
them to return a purchase by including a label in the box. 

About UPS Pulse of the Online Shopper

The study is based on a survey administered by comScore of more than 5,800
U.S. online shoppers and evaluates their habits from pre-purchase to
post-delivery. The study goes beyond other retail industry studies to give a
360° perspective into consumer shopping and discovers today's flex shopper is
all about convenience.

For more information, please contact Susan Engleson at

About comScore
comScore, Inc. (NASDAQ: SCOR) is a global leader in digital measurement and
analytics, delivering insights on web, mobile and TV consumer behavior that
enable clients to maximize the value of their digital investments. For more
information, please visit

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 and its corporate blog can be found at To get UPS
news direct, visit

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CONTACT: Kate Dreyer  
         comScore, Inc.
         Natalie Godwin

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