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Study finds high customer satisfaction among U.S. online shoppers


Reston, Va. -- Online shoppers in the U.S. lead the world in customer satisfaction. According to the latest UPS Pulse of the Online Shopper report released in conjunction with comScore, Inc., shoppers in the U.S. are the most satisfied with online shopping experiences at 83%, while consumers in the Asia Pacific are least satisfied at only 50%.

The flexibility around delivery and returns were among the areas with the least satisfaction across the globe. More than half of consumers around the world said they would shop more with a retailer offering a hassle-free returns policy.

The study also found creating a mobile app can help prevent comparison shopping in all markets, especially in Mexico and Europe, nearly half in the U.S., but not as much in Asia. Global consumers are connected to social media channels and are open to promotions from retailers.

“Liking” a brand through Facebook is most prevalent in Asia (81%) and Mexico (76%), but least common in Europe. The majority of shoppers in Asia and Europe (79%) prefer to gain access to retailers though mobile or digital channels, while more than half of shoppers in Canada and Australia prefer to shop in-store.

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