Proof Point
Touching product, solving immediate problems and superior customer service identified as top factors when deciding to shop online or in-store, according to UPS survey
Importance of Factors in Deciding to Shop Online or In-Store for U.S. online shoppers
2017 (percentage)
| Note: | Data from 2017 UPS Pulse of the Online Shopper’s survey for 5,189 respondents |
Proof Point Findings
- Product Trial – 59% of respondents from UPS survey identified need to touch and feel product as important factor when deciding whether to purchase online or in-store
- Customer Support – Respondents also highlighted importance of customer support, such as solving problems immediately (54%) and better customer service (52%)
- Unique Experiences – Study also found that respondents purchase in-store due to shopping routine while looking for unique products and shopping experiences
- Key Growth Drivers – Include proliferation of online shopping marketplaces, continuously evolving consumer shopping behavior, and rising demand for unique and customer-centric shopping experience
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Market Disruption |
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Business Model and Practices Business Model |
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Sector |
Consumer Non-Durables
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Source |
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Date Last Updated |
March 7, 2018
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