This shopper survey was conducted by Pitney Bowes with Caravan International and included over 8000 online interviews. It focused on six markets: Australia, Canada, China, Mexico, the UK and the US.

Key take-aways:

  • Free shipping is the #1 driver of repeat purchases
  • Consumers will wait even longer if the product is unique or with a good promo
  • Regardless of delivery speed—tracking is critical, and many retailers are leaving this up to carriers to solve
  • Younger consumers are buying online less frequently while older consumers increase the frequency of their e-commerce
  • Subscription services are changing buying behaviours
  • More online purchases end in disappointment - delivery issues plague consumer experience