More than two in three US online shoppers (67%) find themselves buying more items just to qualify for free shipping, according to a new YouGov report.
This consideration by consumers is further echoed by 89% of online shoppers who consider free shipping to be an important aspect of their purchase consideration.
YouGov’s new report, Unboxing online shopping: What Americans expect from retail & delivery, explores online shopping trends among Americans and provides insight into the importance consumers place on different parts of the online shopping experience.
Key findings from the report include:
- 37% of Americans shop online at least once per week (this increases to 42% among American women)
- 35% of online shoppers expect items to arrive in two days or less, with 92% saying five days or less is a reasonable delivery timeframe
- Nearly half (49%) of US online shoppers are concerned about package theft when buying online (vs 33% who are not concerned)
- The majority of US women who shop online (55%) are unlikely to buy from a retailer that doesn’t offer free returns (vs 49% of men)
- US online shoppers have split opinions on the use of robots delivering packages. 20% of consumers feel positively about the idea, 32% don’t have a strong feeling, and 40% feel negatively about robot deliveries
- 47% of online shoppers do the majority of their shopping online
“We're rapidly approaching the point where most Americans do more than half their shopping online. And with this competition for online shopping dollars, consumer expectations for speed and convenience have shifted,” said Kenton Barello, VP at YouGov America. “YouGov’s research finds that online retailers are in danger of turning customers away if they charge for returns as 53% of online shoppers are unlikely to buy from companies without free returns. Today’s competitive e-commerce market encourages companies to implement fast, flexible, and hassle-free delivery and return policies.”
This report sources insights from YouGov’s research panel of 29+ million consumers globally, including YouGov Surveys: Serviced, which provides rapid answers from the right audience.
YouGov’s report is available for download here.
YouGov is a global research data, and analytics group. Our mission is to offer unparalleled insight into what the world really thinks and does. With operations in the US, the Americas, Europe, the Middle East, India and Asia Pacific, we have one of the world’s largest research networks.
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