This 43-page report summarises UPS research with 18,000 consumers in 15 countries worldwide. The consumer survey was also supplemented by B2B research with 900 e-commerce decision-makers.

A wide range of topics are covered in this report, including:
- Attitudes to cross-border e-commerce
- Reasons for cart abandonment
- Marketplace usage
- E-commerce loyalty programmes
- Delivery speed preference
- Tracking
- Customer service
- Returns