UPS commissioned a recent comScore study that revealed the important role delivery dates, returns, exchanges and package rerouting play in customer satisfaction.
Skyrocketing growth in eCommerce has spurred companies to get-to-market quickly with their websites to capitalize on demand. In the rush, few had the time or money to research what customers wanted from their eCommerce experiences. And with rapid changes in technology platforms, devices and even user aptitude, feedback provided six months ago may no longer apply.
To better understand the mindset and motivations of online purchasers, UPS commissioned a recent comScore study, which polled more than 3,100 online shoppers nationwide for their opinions on the most important factors in their shopping experiences.
The study offers some revealing customer satisfaction insights on a number of different measures, including variety, online tracking, ease of check-out and availability of live customer service. The study also reveals the important role delivery dates, returns, exchanges and package rerouting play in customer satisfaction. In fact, logistics services can directly impact six out of 11 of the factors that affect a customer’s shopping experience.
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