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UPS survey finds Asian online shoppers expect free shipping

Apr 10. 2018
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By The Nation

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Online shoppers in Asia remain the least satisfied with all aspects of their shopping experience, compared to other regions, according to the UPS Pulse of the Online Shopper Study.

Free shipping still critical, with online shoppers in Asia paying for shipping only on an average of 15 per cent of orders, the lowest percentage globally.

Ninety per cent would buy from a small retailer, while 55 per cent have purchased from international retailers, most of which (77 per cent) are based in Asia.

As more shoppers in Asia buy online, their rising expectations amid a fiercely competitive retailer landscape are driving demand for free shipping, expedited deliveries, and customer-centric return policies to be offered as the standard. 

Now in its sixth year, the study commissioned by UPS revealed enduring constants as well as emerging trends that are changing consumer behaviour and preferences in China, Hong Kong and Japan, as well in as the United States, Canada, Mexico, Europe and Brazil. 

“Analysing the mindsets and motivations of thousands of shoppers around the world reveals that, far from being a sunk cost, clever shipping and returns solutions are actually an area where retailers can win and retain customers, drive repeat patronage, and encourage shoppers to add more items to their carts – both online and in-store,” said UPS Asia Pacific vice president Sylvie Van den Kerkhof.

“Thailand’s e-commerce market is currently the second largest in Southeast Asia, with a predicted growth of 22 per cent per year until 2020,” said UPS Thailand managing director Russell Reed. 

“It has a unique online retail industry featuring many small and medium-size businesses that use Line, Facebook and Instagram to reach online shoppers. 

“UPS is committed to helping these businesses succeed with services that provide greater flexibility for delivery and returns, as well as greater connectivity to the global marketplace.”

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