2019 UPS Pulse of the Online Shopper study released

The 2019 UPS Pulse of the Online Shopper study shows that UK shoppers want more transparency on fees, better control of the delivery process and a clearly-stated returns policy.

The Pulse of the Online Shopper study looks at the shopping habits and needs of online shoppers in 15 countries in Europe (to include the UK), the Americas and Asia.

This year the UPS research focused on how different generations are impacting online shopping, offering retailers, wholesalers and manufacturers insights into how they can grow and compete globally.

“Online shoppers in the UK are savvy and sophisticated, with high expectations when it comes to e-commerce,” said Mark Vale, President, UPS UK, Ireland and Nordics. “They educate themselves about their purchasing choices and demand control over delivery and returns options. In order to thrive, businesses need to be alive to this challenging operating environment and ensure they give their customers the flexibility of choice that people now routinely want to see.”

“E-commerce can drive growth for businesses of all sizes, but especially small businesses, who can reach new customers both in their own countries and abroad like never before,” said Abhijit Saha, vice-president of marketing, UPS Europe. “Being successful online isn’t a given, and retailers need to ensure that they are meeting consumer expectations. Customers want visibility, they want to be as informed as possible, and they expect a hassle-free returns experience. These latest findings underscore the challenge: No two online shoppers are the same. The UPS Pulse of the Online Shopper survey is yet another way that UPS is helping to provide its customers with the insights and solutions they need to grow their businesses.”


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