Above All, Customers Want Free Shipping

In a survey entitled, “Pulse of the Online Shopper,” United Parcel Service, Inc. found 93% of online shoppers have taken action to qualify for free shipping on their purchase. Of this variety of actions, 58% admitted to adding more items to the cart, and 50% to agreeing to wait longer for their purchases. Furthermore, more than one-third of customers reported choosing to ship their items to store in order to avoid paying for shipping.

“’I think the key thing that we see is that the cost of delivery still trumps the timing of the delivery. As long as it’s cheap and hopefully free, people are willing to wait for those deliveries,’ says Bala Ganesh, UPS’s retail director.”

The online phenomenon has prompted companies, such as Uber and Amazon, to adopt “quick service” as the focal point of their brand development. However, UPS’s survey maintains that consumers will still choose free over fast. 

Other factors influencing the satisfaction of consumers’ online shopping experiences include “the ease of returns, live chat capabilities and personalization in the checkout process.”


Read more here- “Online Shopping’s Hottest Product Free Shipping,” (Laura Stevens, The Wall Street Journal)

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Olivia is a graduate of Villanova University where she studied Economics and History, minoring in Gender and Women's Studies. She also has experience working with federal legislatures on health care policy, women's issues, and Internet safety.


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