Every once in a while we bump into meaningful statistics and surveys that we save or send around internally. This week, we had our intern, Jake, go through and cull the most relevant so that we could share broadly.
_________________________ FACTS that drive SALES __________________________
SHOPPER EXPECTATIONS – Shipping & Returns
- 58% of shoppers want free or discounted shipping
- 59% of merchants pay for returns
- 42% of shoppers want an easy returns and exchange process
- 38% of shoppers want online tracking
FREE SHIPPING – Relaxed expectations
- Only 5% of online shoppers expect a free shipping offer to deliver the product within 2 days
- 95% of online shoppers expect a free shipping offer to deliver the product within 3 to 7 days
- 64% of online shoppers indicate that free shipping greatly impacts their ordering decision
- 93% of online shoppers purchase more products with free shipping
RETURNS IMPACT SALES
- 85% of customers will not shop again if the return process is not convenient
- 95% of customers will shop again if the return process is convenient
- Return rates average from 17% to 25%, Zappos stated return rate is 35%
- 63% of online shoppers check a retailer’s returns policy before making a purchase
- 67% of shoppers buy more with free returns
SHOPPING CART ABANDONMENT – why?
- 61% due to extra costs (shipping, taxes, fees)
- 22% due to failure to mention shipping costs
- 58.6% because they were just browsing/not ready to buy
- 49% of online shoppers abandon purchase due to hidden fees only revealed upon checkout
Sources:
https://www.bigcommerce.com/blog/abandoned-carts/
http://www.internetretailer.com/2012/06/05/take-it-back-please
http://www.alixpartners.com/en/LinkClick.aspx?fileticket=QVocXWXnQMw%3D&tabid=1251
http://blog.compete.com/2010/01/14/can-shipping-costs-affect-online-sales/
http://www.invesp.com/blog/cro/shopping-cart-abandonment-rate-statistics-infographic.html
http://blog.crazyegg.com/2012/08/14/decrease-shopping-cart-abandonment/
http://baymard.com/lists/cart-abandonment-rate
http://www.getelastic.com/8-tips-for-recovering-abandoned-shopping-carts/
USPS presentation at National Postal Forum Conference in San Francisco, March 19, 2013
http://www.slideshare.net/ecommercenews/online-shopping-custexperiencestudy
Jack Ship
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