Free shipping, easy return policies to attract more Asian shoppers online: survey


Posted at Apr 12 2018 11:49 AM

MANILA - Addressing the demand for increased shipping, faster deliveries and easier return policies could increase online spending in Asia, the most dissatisfied region when it comes to online shopping, a survey said.

A total of 57 percent of online shoppers in Asia are satisfied with their online shopping experience, the lowest percentage worldwide, according to the Pulse of the Online Shopper 2018 survey released in Manila on Tuesday, April 11.

Global logistics firm UPS commissioned the online survey. A total of 18,000 online shoppers worldwide participated in the online survey conducted in 3 tranches last 2017.

In Asia, 85 percent prefer to buy from merchants that offer free shipping. This knowledge could be advantageous for retailers who want to sell in Asia, the survey stated.

“Analyzing 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,” Sylvie Van den Kerkhof, Vice President of Marketing, UPS Asia Pacific said.

The survey also showed 67 percent of the respondents consider free shipping on return when selecting online merchants. Only 47 percent of shoppers are satisfied with the ease of making a return.

“As retailers in the Philippines look toward global markets, they can draw valuable insights from this study to fulfill the dynamic online shopping experience for consumers and their future shopping demands,” said Chris Buono, UPS Philippines Managing Director.

In the Philippines, about 10 million people or roughly a tenth of the population transact online, according to Lazada CEO Inanc Balci. Chinese billionaire and Alibaba owner Jack Ma owns 83 percent of Lazada.

Despite being the most dissatisfied online shoppers, Asia has the highest global number of online shopping using their smartphones at 77 percent compared to 48 percent in the US, the survey showed.