UPS Pulse of the Online Shopper™ A customer experience study

Sponsored By: UPS

In a world of constant connectivity, amidst the frenetic pace of technological change for both consumers and retailers, today’s “flex shopper” has been born. This flex shopper is ruthlessly efficient, switching channels and devices to best suit personal convenience when evaluating and purchasing products. Information and control are paramount and retailers must offer near-perfect shopping experiences across every channel and device to thrive.

To provide perspective for retailers on consumer behavior in today’s fluid shopping culture, UPS commissioned this research with comScore for the third consecutive year. The opportunity and the challenges are here in equal measure for today’s retailer. Consumers continue to gravitate to Internet channels as desktop retail e-commerce reached $211 billion in 2013, up +13% year/year. Mobile or m-commerce is growing and now accounts for 11% of retail e-commerce as of 1Q14.1