UPS released UPS Pulse of the Online Shopper: A Customer Experience Study for Asia and Australia on September 26, 2013. The survey explored the online shopping behavior and omni-channel retailing.
The overall satisfaction of Singaporeans’ online shopping was 51%, lower than U.S. with 85%, Europe with 78% and China with 60%. Most complained areas of online shopping were delivery dates, lack of convenient locations for collection and return policies.
Singaporeans tended to have the highest carts abandon rate during online shopping, as high as 81%. Further study showed the key reasons for abandoning the carts were high add-up total costs in the carts, long shipping time or not provided shipping service. 55% said shipping time over 8 days would increase the abandon rate.
Besides, as for tracking packages service, 97% Singaporeans regarded it as essential or nice to have.
Right after free or discounted shipping on the ranking of most important aspect, over 60% Singaporeans regarded easy return policies highly to make a purchase.
They survey founded out 65% would use smartphones while about 75% used tablets to purchase during a three-month period.
70% Singaporeans wanted to purchase online then ship back for free or return the product in a physical store. 51% also expressed their wishes for location-based coupons sent to their mobile phones.