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Global Consumer Online Shopping Expectations

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2 of 11 2015 Report: Global Consumer Online Shopping Expectations Executive Summary The stakes are skyrocketing for retailer and ecommerce executives around the world— who, for years, have been struggling to keep pace with consumer demands—regardless of where, when or how customers are shopping. Technology advancements, while giving retailers and ecommerce companies new ways to reach their customers, have been just as much of a blessing as a curse. Consumers now, more than ever, have the power of choice and the world of online retailers at their fingertips. Winning (and keeping) customers is only getting harder, and one hiccup—an unavailable or slow website, hard-to-find products, or security shortcomings—could send a would-be customer to shop elsewhere and possibly never return. Dyn, a cloud-based Internet Performance company, helps companies control, monitor, and optimize their online infrastructure for an exceptional end-user experience. To further help these companies better serve and understand their online customers, Dyn surveyed more than 1400 consumers across 11 countries in North America, EMEA, and Asia Pacific to understand their shopping preferences, what they're expecting and experiencing, what's holding them back from buying more online and on mobile, and what retailers need to do to turn skeptical consumers into longstanding customers. Survey Findings At A Glance V More than 90% of consumers surveyed said they make at least 25% of their purchases online and at least 85% of global respondents expect to make at least as many or more online purchases in 2015 as they did in 2014. V More than 85% of consumers surveyed globally still cite clear differences in the kind of experiences they have when shopping in stores, online, and on their mobile devices. V 86% of all consumers surveyed agree that the speed and quality of a website's performance affects their trust in that company. V Nearly 65% of all consumers surveyed are not willing to wait more than three seconds for a website to load and of those, half expect websites to load instantly. V More than 85% of all consumers surveyed expect the same quality and speed of performance when shopping on mobile devices as they do when shopping online. V In the past 12 months, 67% of consumers surveyed globally have shopped online with retailers located in other countries.

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