New research commissioned by UPS (NYSE: UPS) into what consumers want from their online shopping experience reveals that those in Asia Pacific seek visibility throughout the purchase cycle and incentives that add value to the shopping process. Customised shipping options and fuss-free returns policies are also appreciated, but the study highlights that regional satisfaction with returns is low.
Now in its seventh year, the UPS Pulse of the Online Shopper™ study sheds light on consumer online shopping behaviour. It also, for the first time, features insights into the buying habits of business purchasers. 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.
Narrowing in on the moments that matter in the purchase journey, the research unearths valuable insights for businesses looking to grow their customer base in Asia Pacific. The findings reveal three overarching factors that impact consumers’ purchasing decisions – visibility across the purchase journey, incentives offered, and ways in which shoppers can customise their purchase and delivery experience.
“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 options 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 off er 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.”
“Better internet connections, increased smartphone use and a new generation of more tech savvy consumers means the e-commerce landscape in the Philippines is becoming increasingly competitive, and this is unlocking new opportunities for online retailers in the Philippines to grow both their domestic and international customer base,” said Chris Buono, UPS Philippines Managing Director.
“The UPS Pulse of the Online Shopper™ study allows retailers to tap in to this growth by offering deeper insight into customer purchasing behaviours across the region. They can then leverage the patterns and trends revealed by the study to ensure overseas customers are receiving the service they expect. This maximises the potential for repeat business and even greater growth opportunities.”
About the UPS Pulse of the Online Shopper™
The UPS Pulse of the Online Shopper™ global study evaluates consumer shopping habits and preferences from pre-purchase to post-delivery. The 2019 study was fielded between December 2018 and January 2019 and is based on a PwC survey of more than 18,000 online shoppers worldwide. In Asia Pacifi c alone, the survey included 4,023 respondents in Australia, China, Hong Kong, and South Korea