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The State of Global Online Shopping: An SAP Customer Experience Study

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SAP Customer Experience recently commissioned a survey of over 20,000 consumers in 24 countries including the United States, Brazil, United Kingdom, Australia and China.

The Global Consumer Propensity Study was aimed at gauging consumer attitudes towards online shopping, and to identity key trends broken down by market. Enjoy!

For more from SAP Customer Experience, please visit us at: https://cx.sap.com/en/

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The State of Global Online Shopping: An SAP Customer Experience Study

  1. 1. What Drives Purchases? Retailers are Missing the Mark on Personalization Of Global Consumers Findings by Country Chinese shoppers are the least likely to abandon a cart due to high shipping costs (24%) U.K. shoppers are among the most likely to abandon a cart due to a tedious checkout process (32%) Korean shoppers are the most forgetful – 26% abandon their carts due to forgetting about the items in them Additional expenses outside purchase costs are driving shoppers to think twice 52% are willing to abandon their shopping cart if the shipping costs are too high 28% will drop their cart if their discount code or intended promotion expires Proactivity resonates with Indian shoppers. 31% will check out if reminded by the brand that they have an open cart 1 in 5 U.S. shoppers will finalize their cart if the brand demonstrates a clear understanding of their purchase history Australians value responsiveness. 31% will check out if the retailer provides additional information if requested on an item Cost is the most significant influence on shoppers finalizing their cart 55% of shoppers will check out after being notified about a discount or a limited promotion Shoppers are also more likely to finalize their cart if there’s a discount tied to purchasing another product (36%) Online shoppers are not seeing relevant product recommendations The countries most likely to regularly see relevant product recommendations are Thailand (47%), Colombia (43%) and Germany (34%) U.K. shoppers are the most likely to have never seen a relevant product recommendation online (15%) Three out of four do not regularly see product recommendations that interest them Improve Shopping Through Integrated Experiences Over half of Thai shoppers (51%) believe that online retailers should have virtual / augmented reality technologies so that they can picture how the product will look like in real life 49% of Brazilian shoppers believe 24/7 customer service access – either in person or through chatbots – would improve online experiences U.S. shoppers are among the least likely to desire a personalized concierge or delivery service, with only 10% stating it would improve experiences Online consumers see the integration of online and in-store as the best way to improve shopping experiences 47% say that offering comparison tools for prices and specificiations would make online purchasing experience more positive 41% stated they would like online market places to have a physical storefront Of Global Consumers Findings by Country Of Global Consumers Findings by Country Why Are Shoppers Abandoning Carts? Of Global Consumers Findings by Country SAP Customer Experience SAP Customer Experience SAP Customer Experience recently commissioned a survey of over 20,000 consumers in 24 countries including the United States, Brazil, United Kingdom, Australia and China. The Global Consumer Propensity Study was aimed at gauging consumer attitudes towards online shopping, and to identity key trends broken down by market. Here’s what we found: The State of Global Online Shopping: An SAP Customer Experience Study

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