According to new research I came across the other day, 47% of shoppers in the UK would feel encouraged to purchase from retailers that allow them to shop online and then collect in-store. Many also want to be notified about delivery options and costs early in the buying process. These statistics highlight the importance for brands to ensure their consumers have greater control, when using their services.
The study was conducted by logistics firm UPS and comScore and included responses from over 1,000 UK shoppers as part of a pan-European survey. The poll was aimed at gauging shoppers’ online shopping habits to determine the factors that make them use, or avoid, shopping with different online retailers.
From the study, it is clear that flexibility matters to UK shoppers. 45% of respondents said they would like the option of selecting a delivery date, while 35% wanted more options for collecting items at convenient retail locations.
Three in five UK consumers admit they would purchase more items from a retailer that offers a hassle-free returns policy. Additionally, another 58% would like to be given the option to buy products online and return them in-store.
Returns are a particular area that could encourage sales and drive loyalty, since 58% of respondents say they always take a look at a brand’s return policy before ordering a product. Of those polled, 38% believe that returns and exchanges must be made easier.
Visibility is also important, with 96% saying they want the ability to track any purchases they have made. Another 69% want to receive e-mail alerts about their packages, with 63% saying they would prefer to track them through the brand’s website.