Infographic: Shipping Matters to Shoppers: Pitney Bowes Research

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Consumers have spoken and shipping
is an important factor when it comes to
their shopping decisions. Retailers will
need to step up their game this holiday
season to accommodate the new set of
buyer expectations. Managing shipping
costs and returns processes will play a
central role to ensuring a satisfying
customer experience. Some recent
findings help pinpoint what it is that
will keep the consumer happy – and
make or break a sale.

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Infographic: Shipping Matters to Shoppers: Pitney Bowes Research

  1. 1. SHIPPING MATTERS to shoppers Consumers have spoken and shipping is an important factor when it comes to their shopping decisions. Retailers will need to step up their game this holiday season to accommodate the new set of buyer expectations. Managing shipping costs and returns processes will play a central role to ensuring a satisfying customer experience. Some recent findings help pinpoint what it is that will keep the consumer happy – and make or break a sale. 73% of Americans made a purchase that required shipping in the last year. 80% of Americans say Among consumers who have shipped a purchase in the last year, shipping options as part of the overall shopping experience is very important to significantly more women than men Shipping options are important as part of the overall shopping experience 47% 34% Compared to three years ago... 47% 49% pay more attention to SHIPPING as part of the overall shopping experience Half of American consumers have abandoned a purchase due to SHIPPING COSTS $20 On average, the threshold for ending a purchase occurred when shipping = $20 or more h h 77% 19% VS FREE SHIPPING is by far more attractive to Americans than fast shipping Interestingly, while free is universally a welcomed benefit, a measurable portion of consumers regard shipping as important enough they would prefer to pay a fee to ensure its delivery 81% of consumers who made a purchase requiring shipping have tracked a package 234567890qwertyu TRACKING How often do you TRACK A PACKAGE 30% 30% yu sil ll wort 890qwei 234567 snrig haaaaa hiyy lrighaaaaa lssc ll psee lsk ind h ysy si 21% OUT FOR DELIVERY 1-2 times www.pb.com 3-5 times 6+ times Pitney Bowes conducted a survey to learn more about consumer shopping and shipping habits leading up to the holiday season. The survey results are based on the findings of a telephone survey conducted with 1,005 adults 18 years of age and older, living in the continental United States. Interviewing for this survey was completed by ORC International in October 2013. Margin of error for total respondents is +/- 3.1% at the 95% confidence level. Visit: pb.com/distribution-solutions ©2013 Pitney Bowes

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