New UPS research looking at what consumers want from their online shopping experience reveals that those in Asia Pacific seek visibility throughout the purchase and delivery cycle. Customized shipping options and fuss-free returns policies are also appreciated, although the study also highlights that regional satisfaction with returns is low.
The UPS Pulse of the Online Shopper study looks closely at consumer online shopping behavior. Conducted in Australia, China, Hong Kong and South Korea, as well as 11 other markets across the Americas, Europe and India, the study tracks evolving trends and demands from e-commerce customers.
“Consumers in Asia Pacific are increasingly knowledgeable about the options available to them when shopping online, and this is driving a demand for complete clarity and access to information throughout the purchase journey, as well as greater flexibility in both the shopping and shipping process,” said Sylvie Van den Kerkhof, vice president of marketing, UPS Asia Pacific.
“As consumers are presented with more outlets to buy online and competition increases, expectations are becoming more refined and retailers need to be agile enough to stay ahead of the trends. The ability to offer incentives not just in the form of a unique product offering, but also in the shipping and delivery experience will be crucial to success in the evolving e-commerce landscape.”
According to the survey, consumers value free shipping, with high delivery costs being the most common reason for an abandoned shopping cart. Asia Pacific shoppers will often take actions to reduce shipping costs, with 37% indicating that they are willing to add items to their cart to qualify for free shipping, and 27% saying they would purchase an alternative product priced above the retailer’s free-shipping threshold.
In addition to being a key part of the pre-purchase routine, a good returns policy can also encourage customer loyalty. And with just 5% of Asia Pacific shoppers saying they are “very satisfied” with the returns process, there is huge potential for retailers with a good returns policy to rise above the competition.
The popularity of alternative delivery locations in Asia Pacific is a continuing trend, with the study finding that only 36% of the region’s consumers prioritize receiving their package in-person at their home – compared with 62% in Europe – while 19% are happy to have the package left on their doorstep or porch.