The IPC Cross-border E-commerce Shopper Survey 2020 provides a comprehensive analysis of the global trends and drivers shaping cross-border e-commerce from the perspective of online consumers. The aim is to inform postal operators of changing customer needs so that they can take informed decisions with regard to their international product portfolio and delivery service specifications.

How does it work?

The Cross-border E-commerce Shopper Survey 2020 was conducted with a total online sample of 33,594 consumers. The target group is frequent cross-border online shoppers, who have made a cross-border online purchase in the last year. In this year’s survey, IPC also included a set of questions to understand the impact COVID-19 has had on e-commerce and delivery.

The 2020 Cross-border E-commerce Shopper Survey took place in 40 countries: Australia, Austria, Belgium, Canada, China, Croatia, Cyprus, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, India, Indonesia, Ireland, Italy, Japan, Latvia, Lithuania, Luxembourg, Mexico, Morocco, the Netherlands, New Zealand, Nigeria, Norway, Poland, Portugal, Russia, Slovenia, South Africa, South Korea, Spain, Sweden, Switzerland, the UK and the USA.

The study covers the following:

    • Frequency of online shopping & reasons for purchasing cross-border
    • Details of most recent cross-border online purchase, including…
      • Country and website of most recent purchase
      • Category, weight and value of goods purchased
      • Parcel packaging and recycling
      • Delivery cost
      • Parcel tracking, signature and delivery provider
      • Customs and returns
      • Satisfaction with multiple delivery elements and Net Promoter Score
    • Consumer preferences related to e-commerce and delivery
      • Delivery preferences
      • Sustainable packaging and delivery
    • Impact of COVID-19 pandemic on consumers


    • A public version with the key findings from the 2020 survey will be available soon.
    • A country-specific report containing graphs and analysis for all questions in the survey, along with comparisons to all the other participating countries. For members only.
    • A report comparing each country’s results to the average along with an analysis at country level. For members only.
    • Focus reports – smaller, detailed reports, each highlighting one of the main topics of the research. For members only
    • Major economies of scale through centralised research commissioned, managed, analysed and reported by IPC based on common methodology and questionnaire translated into the local language by the participating postal operator.

Members can access the country reports as well as the overall report below

Access to the research findings is restricted to IPC members. To access the reports below, please log in to our extranet via the 'Login' box in the top-right corner of this page. If you do not have an account yet, please register here. Should you have any issues logging into your account, registering or accessing the documents, please contact us at [email protected].