Online Shoppers Expectations

ONLINE SHOPPERS EXPECTATIONS DOES IT WORTH IT TO CARE SO MUCH ABOUT ONLINE SHOPPERS BEHAVIOR AND EXPECTATIONS? Well,YES! Global e-commerce sales are growing at more than 19% a year. $572,5 $680,6 O 820,5 O $963,0 900 80 700 600 500 400 300 200 100 GLOBAL E-COMMERCE SALES ARE GROWING AT MORE THAN 19% A YEAR WORLDWIDE RETAIL WEB SALES WILL REACH NEARLY $1 TRILLION BY 2013 PREDICTS GOLDMAN SACHS E-commerce is growing at 19%, the investment bank says. OK, PEOPLE ARE SHOPPING ONLINE. BUT DO THEY ENJOY IT? 80% of online shoppers are satisfied THE OVERALL SATISFACTION OF CONSUMERS Ease of ckeckout Variety of brands and products Number of shipping options offered Generally everything is OK. Particularly everybody has something to complain about. ONLINE SHOPPERS LIST OF EXPECTATIONS DELIVERY Almost 50% of online shoppers would love: flexibility to choose the delivery date ability to chose a specified time of day for delivery 24 HR flexibility to re-route packages shipping SHIPPING More than 50% of online shoppers would love: A retailer who allows me to find out SHIPPING COSTS DELIVERY 3 DATE before I provide my personal data. 2nd and 3rd place don't even matter. RETURNS AND EXCHANGES nearly 2/3 of online shoppers made returns in 2013 nearly 2/3 of them expect free shipping 51% 62% 2012 2013 n=3,128 n=3,043 The online shopper has something to add: TRACKING SERVICES I cannot wait to arrive. e Hey, where are you? 50% enthusiastic online shoppers really want to track their order: e-mail notifications tracking shipment directly on the retailer's website WHAT CAN YOU DO TO CONVINCE YOUR SHOPPERS TO RECOMMEND YOU? 68% 65% 47% 41% 34% 29% 34% 28% 29% 27% 25% 23% 2012 2013 n=3,126 Sources: UPS Study, 2013; comScore; Statista Marketizator THE 3 IN 1 CONVERSION SUITE Marketizator is the latest platform especially built for web performance. With a 3 in 1 approach, it covers the needs of any emarketer regarding AB or MVT testing, real-time interaction, segmentation & surveys. www.marketizator.com facebook.com/marketizator [email protected] Бимюан Free Fast credits/refunds Traking if I return services Free return Buiddiys expected