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1、GLOBAL ONLINESHOPPER SURVEY 2023HOW THE WORLDS E-COMMERCE CUSTOMERS WANT TO SHOPWELCOME TO THE DHL GLOBALONLINESHOPPER SURVEY2023The first ever DHL eCommerce Global Online Shopper Survey is loaded with unmissable information about howshoppers across the world buy online.For ane-commerce business loo

2、king to grow in newmarkets,these are the insights that put success in your grasp.Shoppers surveyed in 23 countries across the globe including Argentina,Australia,Brazil,Canada,China,India,Malaysia,Morocco,Nigeria,South Africa,Thailand,UAE and USA.Plus,there are insights from 10 European countries av

3、ailable in our European Online Shopper Survey 2023 which you can read here.Covers all six major global markets:Europe,North America,Latin America(LATAM),the Middle East and North Africa(MENA),Sub-Saharan Africa(SSA),and Asia Pacific and China(APAC).Over 11,500 active online shoppers surveyed.Broad s

4、pectrum of survey topics covered including:where and why shoppers buy cross-border,what they buy and how often,attitudes to delivery and returns,why sustainability matters and much more.Includes expert tips from DHL eCommerce specialists to help you break into new markets.The Global Online Shopper S

5、urvey 2023 is the first of its kind,following the success ofDHL eCommerces European Online Shopper Survey launched in 2022 and updated this year.Thisis the must-see report from the worlds No.1 e-commerce logistics supplier,and for both start-up and established businesses,itshow your customers think

6、about shopping onlineDHL eCommerce:Global Online Shopper Survey 20232The countries selected for the Global Online Shopper Survey 2023 are all important players in the growth ofe-commerce worldwide.These are some of the most mature or rapidly advancing online shopping economies e-tailers should have

7、in their sightsWHO TOOK PART IN THE GLOBAL SURVEY?RegionCountry“Our survey said.”APACAU52%never use social media to shopCNNo.1 country online shoppers buy fromIN62%would buy more cross-border if prices were presented in RupeesMY57%use TikTok to buy onlineTHMost regular online browsers in the worldEu

8、ropeATMost likely in Europe to redirect deliveriesCZLeast likely in Europe to redirect deliveries!FRHappiest in Europe to print their own returns labelsDEGrowing preference for buy now,pay laterITMore than 1 in 4 shoppers say sustainable deliveries are very importantNLMost likely to buy sports,leisu

9、re and hobby items onlinePL22%still prefer to pay cash on deliveryESHighly likely to choose online retailer based on delivery optionsSELeast likely to be satisfied with delivery of their purchasesUKLeast likely in Europe to choose parcel locker deliveryLATAMAROver-index for spending between$50 250 p

10、er monthMENAMA38%of shoppers buy products from FranceUE12%shop online every dayNorth AmericaCA83%of shoppers want goods delivered to their homeUS89%shop at AmazonSSANGHappiest globally to pay for deliveryZA52%want to know who will deliver their goods before purchasingDHL eCommerce:Global Online Shop

11、per Survey 20233YOUR TOP 15 HEADLINES FOR 2023 1.Flexible delivery options are vital to securing more sales.95%of the online shoppers surveyed said they have abandoned a purchase because the delivery option such as home delivery or leaving goods at a parcel locker,parcel shop or neighbor wasnt avail

12、able(pg.31).2.A whopping 98%of global shoppers in the survey said they are influenced to some or a great extent by customer reviewswith Brazilians the most likely to get their advice from peers(pg.48).3.Good news for clothing and footwear retailers!Over 60%of global shoppers have made cross-border p

13、urchases in this category(with South Africans and Indians the biggest shoppers).If youre a sports and leisure seller,you might want to consider the Netherlands where nearly one-third of shoppers have bought these products from another country(pg.22-23).4.On the whole,the worlds retailers are offerin

14、g their shoppers a good range of payment options with 85%satisfied with the options.67%choose to use their credit/debit cards or a digital wallet(e.g.PayPal)but cash on delivery is still a preference in some parts of the world(pg.51).5.Who delivers your goods matters to customers.70%of shoppers said

15、 knowing this information before placing an order was important to them.43%said they would abandon their purchase if they didnt trust the delivery provider.And in regions such as the Middle East and North Africa,this rises to 61%(pg.32).6.Shoppers worldwide hate getting hit with higher than expected

16、 delivery charges at the checkout the No.1 reason for cart abandonment.Being upfront about delivery charges or rolling them into the pricing of the product can reduce cart ditching by over 50%(pg.27).7.More than 4 in 10 of the worlds online shoppers only buy from sites that offer them free returns a

17、nd in countries such as Morocco and India,that rises to 6 in 10!(pg.36).8.Giving customers the ability to redirect their deliveries to another location at the last minute matters to many of the worlds shoppers(pg.30)with over 75%saying they want to be able to have their goods left in a safe place wh

18、en theyre not home(pg.30).9.China and Thailand lead the world for social media shopping with more than half of respondents regularly buying on platforms versus a global average of 28%.And with 7 in 10 shoppers worldwide using social media for shopping inspiration,this points to a valuable sales chan

19、nel for retailers (pg.47).10.Subscription services are continuing to grow at pace around the world with 36%of shoppers now having at least one subscription to an online retailer.Beauty products are the No.1 subscription with food and clothing subscriptions increasingly popular(pg.49).11.More than 70

20、%of respondents said that sustainability is important to them when they shop online and almost a half would be prepared to wait longer for their goods if it would help the environment.Given a choice,28%would be prepared to pay more but most would prefer the vendor to on-board the costs(pg.40).12.Hig

21、h-value goods and those sent as gifts really should be offered with free end-to-end tracking over 80%of respondents said this was important to them(pg.34).13.Fear of fraud and long delivery times are the prime reasons that prevent shoppers from buying more goods from other countries.Expensive custom

22、s charges are also a big turn off.However,shoppers in some countries,such as India and Malaysia,simply say they can get everything they need at home(pg.20).14.With a return to normality and fewer people working from home,shoppers are moving away from home deliveries and demanding greater flexibility

23、 and a wider range of options from online retailers.Although having purchases delivered to their home is still the first choice for 76%of global shoppers,15%now want goods left at an access point(such as a parcel locker or shop)and 9%prefer their goods left with a neighbor(pg.29).15.One simple impro

24、vement would encourage 50%of global shoppers to buy more from other countriesseeing goods priced in their own currency.For shoppers in Australia and India,this could boost sales by over 60%!(pg.21).The online shopping world ischanging Domestic and cross-border online shopping is accelerating across

25、the world,fast!As it grows,new trends are emerging,and expectations are changing.From the evolution of social media shopping to a demand for more rapid delivery times,your customers are pushing for betterEXECUTIVE SUMMARYSUMMARY ADVICELook out for our expert tips on how you can take these insights t

26、o help benefit your e-commerce business.DHL eCommerce:Global Online Shopper Survey 20234“I want my purchases delivered quickly”“Id like to see simpler browsing options”“I regularly use an online subscription service”“Good packaging is important to me”“I prefer to have my goods delivered to a locker”

27、“I want payment options I can trust”“I always shop on my smartphone”“Ill be shopping cross-border more in the next year”WHAT YOUR CUSTOMERS TOLD USThese are some of the things our global shoppers in 23 countries told us,and what makes each nation stand outEvery market is unique and different.Its vit

28、al to understand national preferences if you want to build a successful e-commerce business that ships goods across the globe.Read on to get the full picture“Im a bookworm,so I still buy books online!”“Douyin is great for buying goods online”“Im concerned about online fraud”“I want to track my cross

29、-border buys”DHL eCommerce:Global Online Shopper Survey 20235FACT FILE BYREGIONEvery part of the world has a distinct attitude to shopping online and cross-border shopping.Often,these are driven by economic,geographic and cultural factors such as the use of WeChat in China and Amazon in the USA.Here

30、 are some of the main highlights by regionDHL eCommerce:Global Online Shopper Survey 20236SUB-SAHARAN AFRICASSA SHOPPERS WANT FASTER SHIPPINGWhen they do shop abroad,Sub-Saharan shoppers look for better quality goods than they can get at home and they want their buys to reach them faster.They are le

31、ast likely to expect free returns.They are more likely to use their smartphone to buy which is why website security is high on their wishlist,and they rely heavily on product reviews before making apurchase.94%78%90%77%67%56%27%CHECK ONLINE REVIEWS BEFORE BUYINGUSE SMARTPHONES TO SHOPOF SSA SHOPPERS

32、 WANT FASTER DELIVERYSHOP ABROAD FOR BETTERQUALITYPRODUCTSOF SSA SHOPPERS SAY FREE RETURNS NOT ANISSUE IF THEYWANT THE GOODSOF SOUTH AFRICANS WHO BUY CROSS-BORDER BUY CLOTHING AND FOOTWEAROF SHOPPERS IN SSA ARE QUITE OR VERY SATISFIEDWITHTHEIR CROSS-BORDER DELIVERIESDHL eCommerce:Global Online Shopp

33、er Survey 20237MIDDLE EAST AND NORTH AFRICAMENA SHOPPERS WANT IT ALL.TOMORROW!Middle Eastern and North African shoppers are the most likely to buy cross-border.Butwho delivers their goods matters and they will abandon a purchase if not offeredthe delivery option they want.69%want free,next-day deliv

34、ery,they are the most likely to demand free returns and1 in 3 still prefer to pay cash on delivery.Food and drink are key purchases andalmost one-fifth of UAE residents shop online at least once day!81%OF MENA SHOPPERS INSIST ON KNOWING THE DELIVERY COMPANY BEFORE MAKING A PURCHASE62%FREQUENTLY ABAN

35、DON THEIR PURCHASE IF NOT OFFERED THEIR PREFERRED DELIVERY OPTION58%OF MENA SHOPPERS ONLY BUY FROM SITES OFFERING FREE RETURNS67%OF SHOPPERS IN MENA MAKE CROSS-BORDER PURCHASES48%CITE BETTER QUALITY AS AREASON TO BUYABROAD46%SAY ITS VERY IMPORTANT TO HAVE PACKAGES DELIVERED TOMORROW43%OF MENA SHOPPE

36、RS HAVE A SUBSCRIPTION SERVICEDHL eCommerce:Global Online Shopper Survey 20238ASIA PACIFIC AND CHINATECHNOLOGY IS DRIVING THE GROWTH OF ASIANE-COMMERCE With nearly 80%of shoppers using only their smartphone to buy online,the rise ofsocial media shopping is being led by APAC customers.This may be why

37、 factors such as website design,site security,customer service and secure payment options are key to where they buy from.Theyre also the most switched on when it comes to subscription services especially for beautyproducts.78%OF APAC CUSTOMERS USE SMARTPHONES TO SHOP47%USE WECHAT IN CHINA TO BUY GOO

38、DS46%USE A SUBSCRIPTION SERVICE ESPECIALLY FORBEAUTY PRODUCTS42%REGULARLY USE SOCIAL MEDIA FOR INSPIRATION ANDMAKING PURCHASES66%OF THAI SHOPPERS DONT BUY ABROAD DUE TO LONG DELIVERY TIMES70%OF CHINESE SHOPPERS PURCHASE VIA DOUYININ ASIA PACIFIC ONLY BUY FROM SELLERS WHO PROVIDEFREE DELIVERY37%DHL e

39、Commerce:Global Online Shopper Survey 20239EUROPEEUROPEANS HAVE DIVERSE EXPECTATIONS BUTLOVEGOODVALUEEuropeans want value for money when they shop especially cross-border whichis why they trust Amazon as their primary marketplace and 57%expect next-day delivery.Every European nation has different id

40、eas when it comes to delivery.For instance,72%of Spaniards want delivery charges rolled into pricing and Poles(64%)want themseparated out.The key is to flex to meet individual preferences.64%SAY SUSTAINABLE DELIVERIES ARE IMPORTANT57%SAY NEXT-DAY DELIVERY IS IMPORTANT50%QUOTE LOWER PRICES AS A KEY C

41、ONSIDERATION TO SHOP CROSS-BORDER60%USE AMAZON AS THEIR PRIMARY MARKETPLACE49%OF POLISH SHOPPERS WANT TO USE PARCELLOCKERS45%OF EUROPEAN SHOPPERS ARE WORRIED ABOUTFRAUD34%OF AUSTRIAN SHOPPERS WANT TO REDIRECT THEIRPARCELS TO A SAFE PLACERead the in-depth 2023 European Online Shopper SurveyDHL eComme

42、rce:Global Online Shopper Survey 202310NORTH AMERICANORTH AMERICANS PREFER DOMESTIC MARKETPLACES TOCROSS-BORDER SHOPPING45%of North Americans purchase cross-border.Although,lower than the global average,this points to a growing appetite for international products.And with 9 out of 10 Americans using

43、 Amazon,this is a vital way for e-commerce businesses to reach the US market.North Americans also have high expectations of cross-border delivery services an important point to remember when selling to Canada and the States.89%OF NORTH AMERICAN SHOPPERS USE AMAZON58%OF NORTH AMERICANS SAY NEXT-DAY D

44、ELIVERY ISIMPORTANT45%BUY OUTSIDE OFTHE REGION76%SAY THEY ARE SATISFIED WITH CROSS-BORDER DELIVERIES39%USE SOCIAL MEDIA PLATFORMS FOR PURCHASING SUPPORT33%OF AMERICANS SAY THEYLL SHOP CROSS-BORDER MORE IN THE NEXT 12 MONTHS28%OF CANADIANS STILL BUY BOOKS ONLINE COMPARED TO 19%WORLDWIDEDHL eCommerce:

45、Global Online Shopper Survey 202311LATIN AMERICALATAM FAVORS SUSTAINABLE,CARED FOR,LOW-COSTDELIVERIESLatin American shoppers are big on sustainability they are the most likely to say environmentally friendly delivery is important.They also trust their fellow shoppers tohelp them make the right choic

46、es nearly all rely on peer reviews before buying.Latin Americans insist on home delivery and see real-time shipment tracking as vital.High delivery costs and excessive customs charges are a big turn-off.And more than 1in 4 returned their last purchase because it was damaged.95%CHECK PRODUCT REVIEWS

47、BEFORE BUYING80%SAY SUSTAINABLE DELIVERIES ARE IMPORTANT75%WANT REAL-TIME TRACKING FOR CROSS-BORDER DELIVERIES87%SAY NEXT-DAY DELIVERY IS IMPORTANT59%OF LATIN AMERICANS HAVE ABANDONED A PURCHASE DUE TOHIGHDELIVERY CHARGES27%RETURNED GOODS DUE TO DAMAGE IN TRANSIT57%SAY THEY WONT SHOP CROSS-BORDER DU

48、E TOCUSTOMS CHARGESDHL eCommerce:Global Online Shopper Survey 202312GLOBAL CROSS-BORDER SHOPPINGRead on to discover the results in more detail Global cross-border shopping(pg.14-23)Whats driving global shoppers and what would encourage them to buy more Delivery and returns Sustainable e-commerce opt

49、ions Online shopping landscape ConclusionsDHL eCommerce:Global Online Shopper Survey 202313CZECH REP53%NETHERLANDS55%ARGENTINA35%FRANCE50%UK31%CANADA50%INDIA48%CHINA40%AUSTRALIA53%AUSTRIA66%ITALY41%MALAYSIA56%THAILAND63%NIGERIA67%SOUTH AFRICA57%SPAIN61%BRAZIL58%UAE67%USA39%POLAND97%SWEDEN61%GERMANY4

50、1%EUROPENORTH AMERICAAPACLATIN AMERICASUB SAHARAN AFRICAMENAPercentage of cross-border shoppers in each countryMOROCCO67%ONLINE SHOPPERS IN EACH REGIONFor e-commerce businesses with an international outlook,the good news is that,on average,55%of the worlds shoppers are happy to buy cross-border.Cust

51、omers in MENA are the most adventurous,with 67%shopping abroad.And in Europe,shoppers in Poland,Austria and Sweden are more likely to buy cross-border than shoppers in other European countries.The most frequent cross-border shoppers are in APAC countries with 20%of Chinese and 23%of Thai shoppers bu

52、ying at least once a day.But UAE are the stand-out with 35%saying they buy cross-border every day.At 45%,North Americans are,currently,the shoppers least likely to buy from other countries presenting a great opportunity for entrepreneurial e-tailers.DHL eCommerce:Global Online Shopper Survey 202314A

53、RGENTINAUNITED STATES(65%)CHINA(46%)SPAIN(21%)CANADAUNITED STATES(64%)CHINA(46%)UNITED KINGDOM(19%)INDIAUNITED STATES(47%)UNITED KINGDOM(29%)AUSTRALIA(28%)CHINAUNITED STATES(53%)JAPAN(52%)SOUTH KOREA(38%)AUSTRALIAUNITED STATES(57%)CHINA(43%)UNITED KINGDOM(41%)MALAYSIACHINA(68%)INDONESIA(39%)JAPAN(23

54、%)THAILANDCHINA(64%)JAPAN(46%)UNITED STATES(29%)NIGERIACHINA(67%)UNITED STATES (60%)UNITED KINGDOM(38%)SOUTH AFRICACHINA(65%)UNITED STATES (46%)UNITED KINGDOM(27%)BRAZILCHINA(82%)UNITED STATES(47%)JAPAN(13%)UAEUNITED STATES(45%)CHINA(28%)UNITED KINGDOM(28%)USACHINA(35%)UNITED KINGDOM(27%)CANADA(17%)

55、NORTH AMERICAAPACLATIN AMERICASUB SAHARAN AFRICAMENAMOROCCOCHINA(57%)UNITED STATES(39%)FRANCE(38%)WHERE DO SHOPPERS BUY WHEN THEY SHOP CROSS-BORDER?OF THOSE WHO BUY CROSS-BORDER SAY THEY BUY GOODS FROM CHINA,AND 37%FROM THE US.THESE ARE,BYFAR,THE MAJOR BENEFICIARIES OF CROSS-BORDER SHOPPING48%Theres

56、 a clear global pattern to how customers shop reflecting the strength of global mega economies.For more information on where European shoppers buy when they buy cross-border,read the in-depth 2023 European Online Shopper Survey.Respondents were offered multiple choice selection for this question.The

57、 top three choices are listed for each nation.DHL eCommerce:Global Online Shopper Survey 202315The product or brand isnt available in my countryLower priceBetter-quality productsDelivery is fasterLow delivery costsPrevious good experienceWider choice of productsAU45%43%18%5%17%26%38%CN43%21%50%14%10

58、%31%47%IN39%30%65%27%19%39%39%MY47%52%44%25%25%38%48%TH39%44%43%23%27%30%38%AT31%45%16%21%13%29%36%CZ32%56%23%8%22%31%36%FR28%50%12%12%19%20%29%DE32%43%17%9%16%37%31%IT33%38%18%6%14%30%32%NL34%57%13%9%15%26%30%PL32%52%25%9%24%18%40%ES32%55%22%10%23%25%26%SE35%54%13%10%18%26%35%UK30%45%24%12%17%24%29

59、%AR41%43%37%9%20%30%47%BR30%63%32%16%34%40%55%MA32%56%48%15%24%50%34%AE36%39%48%25%26%40%39%CA42%45%18%12%22%28%41%US29%43%28%24%22%39%33%NG37%42%67%23%24%43%48%ZA37%42%44%18%19%39%45%Global average35%47%32%15%21%32%38%Why choose to shop cross-border?WHAT MAKES PEOPLE ACROSS THE GLOBE BUY ONLINE FRO

60、M OTHER COUNTRIES?Nearly 1 in 3 respondents said they bought products cross-border because theyd had a good experience before demonstrating the power of good service to promote repeat business.And a surprisingly high number of shoppers said they bought cross-border because delivery was faster and le

61、ss expensive than they expected!Why people choose to shop cross-border15%Delivery is faster21%The delivery costs are low32%I can get better quality products32%Ive had a previous good experience buying abroad35%The product or brand isnt available in my country38%Theres a wider choice of products47%I

62、can get lower pricesRespondents were offered multiple choice selections for this question.OF CROSS-BORDER SHOPPERS IN SSA AND 48%IN MENA SAID BETTER QUALITY IS WHY THEY BUY FROM OTHER NATIONS56%DHL eCommerce:Global Online Shopper Survey 202316FREQUENCY:HOW OFTEN DOES THEWORLD BROWSE OR SHOP?On avera

63、ge,30%of global shoppers purchase goods online once a month,26%once a week and 22%two to three times a week.The most prolific online shoppers are those in Thailand and the UAE 12%said they actually bought something online cross-border at leastonce a day!Worth considering if youre looking fornew mark

64、ets.If youre considering expanding into these markets,head to page 56 to reach out to one of our international delivery specialists in your country.WHEN IT COMES TO BROWSING VS BUYING35%of shoppers tend to browse online two or three times a week28%of Latin Americans and Sub-Saharan Africans browse m

65、ore than once a day25%of Asian Pacific shoppers browse more than once a dayEuropeans browse least,only14%look every dayMore than once adayOnce aday2-3 times aweekOnce a weekOnce a monthLess than once amonthAU2%4%12%24%39%20%CN10%10%49%21%8%2%IN7%5%27%29%26%5%MY5%5%28%27%27%8%TH12%11%30%21%22%5%AT5%9

66、%18%25%38%5%CZ3%5%13%31%34%14%FR5%5%17%22%32%18%DE3%6%16%27%34%13%IT4%5%20%23%37%11%NL4%5%15%29%32%15%PL2%5%23%34%28%9%ES5%5%17%28%33%12%SE3%5%17%26%33%15%UK3%6%16%27%33%15%AR3%4%20%29%34%10%BR5%5%20%26%30%14%MA5%6%28%22%30%9%AE12%13%31%21%17%5%CA4%6%17%25%33%15%US6%10%23%26%25%10%NG7%7%30%20%27%9%Z

67、A3%2%16%24%40%14%Global average5%6%22%26%30%11%Frequency of online purchasesDHL eCommerce:Global Online Shopper Survey 202317What frustrates you when you shop online?Not finding the product IwantSites that are not user-friendlyHaving to pay for returnsNot being offered preferred payment optionsUnabl

68、e to ask for adviceLong delivery timesHigh delivery costsNot being able to choose delivery providerComplicated ordering processAU30%31%35%23%27%53%61%16%18%CN38%24%39%28%24%50%28%23%29%IN36%33%30%24%31%50%50%22%23%MY36%30%31%27%23%59%60%34%25%TH30%23%23%21%21%55%60%27%22%AT24%30%38%28%18%37%56%20%21

69、%CZ22%23%25%21%18%24%55%16%14%FR27%16%43%16%29%33%53%19%15%DE30%32%39%40%18%40%47%22%30%IT29%25%36%23%16%39%50%20%12%NL25%26%38%14%20%31%43%19%17%PL24%21%43%26%24%43%34%23%15%ES33%20%41%23%19%48%47%19%20%SE24%24%37%23%17%39%57%21%18%UK25%26%39%12%21%34%56%23%17%AR18%24%25%33%26%44%62%18%13%BR36%38%3

70、7%29%14%62%65%14%26%MA21%25%42%29%22%47%56%17%29%AE33%23%35%28%26%45%46%21%26%CA30%25%40%16%22%43%55%20%13%US31%32%33%15%24%37%49%18%23%NG29%43%32%35%27%66%62%21%31%ZA36%40%41%26%35%58%53%25%25%Global average29%28%36%24%23%45%52%21%21%Respondents were offered multiple choice selection for this quest

71、ion.WHAT WOULD IMPROVE THE ONLINE SHOPPING EXPERIENCE?Free delivery the key improvement 65%of shoppers worldwide want to see.Faster deliveries would also bepopular!50%of all other respondents saidthesame.But there are differences between the regions.67%of SSA shoppers want faster delivery times.And

72、41%say sites are not user friendly.36%of shoppers in LATAM and SSA,and 33%in Asia,want better website security.And in APAC,shoppers also want more secure payment options,improved customer service,better product images and simpler browsing options.Online shopping frustrationsHigh delivery costs are t

73、he No.1 turn-off.63%of Latin Americans,57%of Sub-Saharan Africans,and overTop ways online shopping could be improved 65%43%40%40%34%34%30%27%27%Free deliveryFaster delivery of my purchasesFree returnsBetter product descriptionsMore secure payment processHigher quality product imagesBetter customerse

74、rviceBetter sitesecuritySimpler browsingoptionsDHL eCommerce:Global Online Shopper Survey 20231841%CUSTOMS CHARGES IS A CLOSE SECOND AT OF GLOBAL SHOPPERS CITED FRAUD ANDLONGER WAIT TIMES AS NO.1REASON FOR NOT BUYING CROSS-BORDER48%IN EQUAL FIRST PLACEWHAT STOPS GLOBAL SHOPPERS FROM BUYING FROM ABRO

75、AD?62%SUB-SAHARAN AFRICANS ARE THE MOST WORRIED ABOUT FRAUDand theyre also most put off by slow deliveries at 63%57%OF LATIN AMERICANSare deterred by customs chargesBeing upfront on your site about the security measures in place is a sure fire way to secure more sales and make your buyers feel safe.

76、If you show your cross-border delivery lead times,customs charges that might be applicable by the buyer and have a clear returns policy you can take a browser into a buyer.DHL eCommerce:Global Online Shopper Survey 202319Customs chargesI prefer to support the economy in my own countryLonger delivery

77、 timeReturns costsI can find everything I need in my own countryComplex returns processUnfamiliar delivery providerData protection and securityLimited payment optionsLanguage barrierLack of simple track and traceUnsure about different consumer protection lawsFear of fraudAU26%43%58%26%35%20%21%25%15

78、%7%25%16%46%CN27%28%36%25%39%24%36%26%17%31%14%23%32%IN35%35%50%35%46%38%31%24%31%14%22%26%51%MY41%35%63%25%45%28%18%32%23%16%17%26%65%TH37%22%66%20%27%23%34%25%24%31%16%22%52%AT42%24%34%34%34%18%15%19%24%14%17%17%43%CZ44%22%34%24%38%38%31%22%17%30%7%23%48%FR30%38%34%28%43%23%12%28%10%21%12%21%45%DE

79、57%33%46%37%39%38%31%24%22%22%23%23%61%IT35%23%42%22%35%19%13%16%10%15%12%19%43%NL32%29%38%18%45%26%13%16%14%10%15%18%34%PL25%25%31%25%13%19%19%6%6%44%19%25%31%ES34%32%40%30%27%26%17%14%8%16%10%18%45%SE51%31%45%28%35%21%23%24%17%10%17%21%40%UK39%35%50%34%33%24%15%18%10%10%21%20%42%AR61%16%47%13%15%2

80、4%21%13%23%10%17%23%55%BR51%23%53%21%32%26%13%25%12%17%23%21%51%MA69%24%53%30%30%37%13%18%22%11%10%31%49%AE33%19%53%29%33%27%19%25%15%13%12%23%50%CA56%34%51%42%32%28%19%20%9%12%19%16%40%US19%35%46%24%35%18%20%24%11%15%20%19%48%NG43%25%64%18%18%22%29%11%28%17%22%22%62%ZA50%35%61%38%28%30%28%22%19%9%2

81、3%27%61%Global average41%29%48%27%34%26%22%21%17%16%17%21%48%Respondents were offered multiple choice selection for this question.WHAT STOPS GLOBAL SHOPPERS FROM BUYING FROM ABROAD?Waiting for deliveries is the biggest turn-off for cross-border shoppers in Thailand,Nigeria and Myanmar so understandi

82、ng how long is an acceptable delivery time is key in local markets.Shoppers in fast growing economies such as China and India are reluctant to buy from businesses who use unfamiliar delivery providers.Brand recognition matters.DHL eCommerce:Global Online Shopper Survey 202320What would give you the

83、confidence and reassurance to shop cross-border?Website in native languagePrices in own currencySimple,free returnsClear guidance on customs and duties chargesTransparent consumer rightsCarbon off-settingWell-packaged goodsAU20%63%47%40%27%8%34%CN47%52%48%51%53%12%24%IN32%62%57%49%45%22%56%MY25%58%4

84、7%50%45%12%56%TH41%49%44%37%37%15%53%AT35%41%46%44%21%17%33%CZ38%43%46%46%22%7%20%FR36%43%48%33%24%14%28%DE39%42%48%51%27%15%30%IT30%43%48%41%31%14%24%NL39%36%51%41%19%8%24%PL41%55%49%46%29%9%22%ES28%41%55%45%28%9%27%SE30%46%48%51%24%15%22%UK25%52%50%41%26%14%28%AR32%56%48%66%28%5%27%BR32%53%50%60%4

85、4%13%40%MA23%38%43%45%43%6%42%AE26%44%47%41%42%18%42%CA22%59%52%53%25%13%30%US28%49%44%35%29%15%31%NG15%56%49%55%54%6%50%ZA20%61%53%64%41%11%40%Global average31%50%49%47%33%12%34%Respondents were offered multiple choice selection for this question.WHAT WOULD ENCOURAGE SHOPPERS TO BUY MORE CROSS-BORD

86、ER?A free and simple returns policy would also satisfy 49%of those surveyed.And clear information on customs charges would convince a further 47%toshop abroad more.There are some simple steps online retailers can take to drive more cross-border sales.50%OF OUR RESPONDENTS THEREASSURANCE THEYRELOOKIN

87、G FORFIRSTLY,ONLINE PRICING IN LOCAL CURRENCIES GIVESReturning goods to another country can be a major concern for shoppers.Ensure you explain how cross-border returns work clearly and simply on your site and ideally,include a returns label with goods.DHL eCommerce:Global Online Shopper Survey 20232

88、163%Clothing andfootwear31%24%24%15%15%14%13%11%CosmeticsSports,leisure and hobby itemsFood and beveragesFurniture and homewareHealth supplementsBooksHousehold appliancesCDs and DVDsThe top product categories for cross-border purchases are:Consumer electronics(including mobile phones,tablets,laptops

89、)5%Respondents were offered multiple choice selection for this question.On average,over 60%of global shoppers buy clothing and footwear when they shop cross-border the top category.Around a third of global shoppers buy electronics.And cosmetics,sports and leisure goods are popular with 24%of the glo

90、bal population.Across the categories,regional differences are much more noticeable:APAC,MENA and North America buy more food and beverage than other regions and SSA buys more books.WHAT THE WORLD BUYS ONLINESeasonal holidays are peak selling periods for cross-border online businesses especially fash

91、ion and home electronics.Although the Black Friday/Cyber Monday concept has been adopted around the world,national and religious holidays such as Diwali and Ramadan are also big buying times.And the Singles Day concept(11/11)started in China,is rapidly growing worldwide,too.So be aware of local mark

92、et celebrations and holidays to promote offers.Respondents were offered multiple choice selection for this question.DHL eCommerce:Global Online Shopper Survey 202322AU62%11%19%11%20%19%13%18%8%6%CN47%33%38%17%27%40%22%10%7%8%IN76%31%41%18%27%39%25%22%6%17%MY71%18%35%19%19%30%13%14%4%23%TH68%24%35%17

93、%21%26%21%7%4%15%AT60%10%23%12%29%19%14%13%6%8%CZ59%7%30%18%26%16%10%6%5%8%FR64%10%29%15%22%17%9%9%7%6%DE58%19%17%17%25%14%8%10%2%4%IT59%14%27%16%23%18%13%12%5%4%NL55%14%19%11%32%21%11%9%3%7%PL62%6%33%14%25%28%9%12%10%12%ES57%9%38%15%22%16%6%9%4%12%SE64%18%18%12%25%16%11%10%5%3%UK61%25%21%13%25%18%1

94、3%9%7%6%AR65%6%43%13%26%18%5%12%5%11%BR66%6%43%11%28%33%10%10%3%10%MA71%11%34%17%22%21%17%13%3%17%AE62%30%33%28%25%35%26%17%7%7%CA59%14%23%14%21%21%10%15%9%8%US55%28%29%20%26%29%17%15%6%6%NG67%13%49%6%18%25%22%21%5%24%ZA78%10%31%14%20%19%10%14%3%12%Global average63%15%31%15%24%24%14%13%5%11%Responde

95、nts were offered multiple choice selection for this question.What types of products do people buy when they shop cross-border*?WHAT THE WORLD BUYS ONLINEGlobally,we can see how shopping habits vary.49%of Nigerians are happy to buy consumer electronics online,but Germans are more wary at only 17%.If

96、you have a clothing e-store,the South African market has your most enthusiastic buyers.DHL eCommerce:Global Online Shopper Survey 202323Every year,the number of cross-border shopping converts grows driven primarily by clothing and footwear.And keep a watch on beauty and lifestyle products as these m

97、arkets continue to accelerate on subscription(see page 49).Half of all shoppers want to see pricing in their own currency.This is not only about convenience its also a hedge against fraud a major concern for 1 in 2 shoppers.And 4 in 10 of your global customers want clear,detailed product description

98、s in their own language.Obviously,translating for every nation is a challenge.But around half of the world have English,Mandarin Chinese,Hindi and Spanish as a first or second language.With concerns around online fraud and scamming sites,its not surprising that secure online payment options are vita

99、l to making sales.Credit and debit card payments are still the No.1 choice around the world but the ability to use a digital wallet thats familiar in their own region is the key to securing more international customers(see page 51 for more details).CROSS-BORDER SHOPPINGWHAT THE SURVEY RESULTS MEAN F

100、OR YOUR BUSINESS“There are huge opportunities waiting for e-commerce businesses to secure sales all over the globe,not just domestically.For e-tailers looking to make that leap into cross-border shipping its important to meet the needs of the customers,in the country you want to ship to.Its not a on

101、e size fits all.The insights in this report can take a browser into a buyer.”Pablo Ciano CEO DHL eCommerceDHL eCommerce:Global Online Shopper Survey 202324Read on to discover the results in more detail Global cross-border shopping Delivery and returns(pg.26-37)Charges,options and improvements how th

102、e world views delivery Sustainable e-commerce options Online shopping landscape ConclusionsDELIVERY ANDRETURNSDHL eCommerce:Global Online Shopper Survey 202325DELIVERING ATHOMEAND ABROADWhether cross-border or domestic,online shoppers are generally satisfied with the delivery services theyre offered

103、.Regionally,for local deliveries,at 95%,shoppers in SSA are the mostsatisfied whilst the least satisfied are shoppers in MENA andNorth America(85%).90%of shoppers in SSA are the most satisfied with their cross-border deliveries and North American shoppers the least at just 76%.Regional differences i

104、n shopper expectations may play a part here.Are you satisfied with yourdeliveries?Net satisfaction with domestic delivery(quite and very satisfied)Net satisfaction with cross-border delivery(quite and very satisfied)AU84%81%CN88%87%IN97%95%MY88%86%TH92%91%AT84%81%CZ84%81%FR86%84%DE85%81%IT89%88%NL86

105、%81%PL89%87%ES88%90%SE82%83%UK90%86%AR94%92%BR92%88%MA87%81%AE83%84%CA86%81%US83%85%NG95%91%ZA94%90%Global average88%85%MENA85%satisfied with local deliveriesLATAM93%satisfied with local deliveriesEurope86%satisfied with local deliveriesAPAC90%satisfied with local deliveriesNorth America85%satisfied

106、 with local deliveriesSSA95%satisfied with local deliveriesDHL eCommerce:Global Online Shopper Survey 202326Prefer cost to be included in item costPrefer to see delivery options at checkoutAU55%45%CN72%28%IN60%40%MY45%55%TH70%30%AT61%39%CZ53%47%FR60%40%DE57%43%IT60%40%NL63%37%PL36%64%ES72%28%SE53%47

107、%UK55%45%AR47%53%BR41%59%MA48%52%AE62%38%CA52%48%US52%48%NG43%57%ZA51%49%Global average55%45%WHETHER TO SHOW DELIVERY CHARGES OR NOT?And in Europe,37%of Spanish,and 35%of Italians and Austrians,refuse to pay extra for delivery.ONLY BUY from sellers who provide it.42%of shoppers in MENA37%of shoppers

108、 in ASIAPACIFICFree delivery isnt a deal breaker,but.The myth of free deliveryWe all know that there is no such thing as freedelivery.Transporting goods is a cost of doing e-commerce,andneeds to be paid for.Itshow those delivery costs arepresented to thecustomer that matters.of shoppers want deliver

109、y charges rolled into the cost of their goods.But in regions like Latin America and SSA,people generally want to see delivery options at check out.of shoppers sometimes buy from sites not offering free delivery.Overall55%49%DHL eCommerce:Global Online Shopper Survey 202327WHAT IMPROVEMENTS DO SHOPPE

110、RS WANT?Despite generally high scores for delivery services,there is still room for improvement.Obviously,free delivery would make shoppers feel better about buying online.But speed of delivery is also a big opportunity globally.43%OF SHOPPERS SAYING THEY WANT IT TO BE FASTERWITHThe improvements sho

111、ppers are looking for are not exceptional.They are straightforward service levels that reputable delivery companies should provide.Consider how many more sales you could secure if you made free delivery an option,given its a high priority for shoppers!Consider rolling the cost of the delivery into y

112、our product prices and partnering with a delivery provider such as DHL eCommerce.Head to page 56 to reach out to one of our international delivery specialists in your country.What would improve your online shopping experience*?Faster delivery of my purchasesFree deliveryFree returnsBetter site secur

113、ityMore secure payment processBetter customer serviceHigher-quality product imagesBetter product descriptionsSimpler browsing optionsAU49%73%40%19%23%18%33%38%30%CN42%48%45%34%43%46%36%58%32%IN62%68%47%37%45%55%53%54%39%MY52%66%28%40%59%43%43%51%25%TH46%70%43%36%48%43%41%42%40%AT36%66%42%17%39%24%29

114、%31%12%CZ35%65%26%10%19%20%25%39%31%FR33%65%43%26%28%21%25%36%20%DE32%63%40%23%32%24%22%32%25%IT29%61%40%26%32%28%25%33%19%NL28%62%43%14%17%23%21%31%19%PL41%71%48%26%25%17%31%43%30%ES37%61%45%26%31%25%31%42%19%SE39%70%52%18%26%24%29%37%13%UK30%75%47%17%18%22%32%30%25%AR41%69%33%25%30%26%33%46%17%BR5

115、5%77%32%48%38%31%38%37%27%MA47%55%35%33%48%38%38%37%44%AE48%54%40%30%45%36%45%41%28%CA41%72%50%21%21%23%33%35%23%US39%59%34%25%25%27%37%36%31%NG72%56%31%38%53%49%46%50%22%ZA61%65%42%34%41%31%41%45%35%Global average43%65%40%27%34%30%34%40%27%*Respondents were offered multiple choice selection for thi

116、s question.DHL eCommerce:Global Online Shopper Survey 202328*The increasing preference for parcel lockers and safe places points to a rising desire for flexible delivery options worldwide.For instance,offering a parcel locker option in Poland where it is their preferred delivery location is a no bra

117、iner!DHL eCommerce has a global network of over 100,000 Access Points and has the largest out of home network in Europe!Are you offering your shoppers convenience that fits with their lifestyle?Read more here.Worldwide delivery location preferencesHome deliveryLeft with a neighbor or safe placeParce

118、l lockerParcel shop/convenience storeAU85%8%5%2%CN55%10%22%13%IN92%5%2%0%MY86%8%4%2%TH91%6%2%1%AT70%15%11%4%CZ49%10%18%22%FR63%10%8%20%DE76%14%8%2%IT72%14%9%4%NL74%12%5%9%PL38%7%49%7%ES74%12%6%7%SE45%12%22%21%UK81%12%4%3%AR88%3%2%6%BR95%2%1%1%MA90%4%6%1%AE76%17%6%1%CA83%10%5%2%US84%9%6%2%NG88%2%1%9%

119、ZA91%2%2%5%Global average76%9%9%6%.rising to92%in Latin America*RECIPIENT-LED DELIVERYCHOICESAt a global level,this could herald a significant change in shopping habits!Home delivery is NOT the only optionWith hybrid working now the norm for many people,the demand for more flexible last-mile deliver

120、y services has ramped up in 2023.However,in Europe a preference for home delivery has dropped from 73%to 64%in just one year,coinciding with arise in parcel locker(14%)and safe place(22%)deliveries.64%73%DHL eCommerce:Global Online Shopper Survey 202329However,the vast majority of online retailers a

121、re serving their customers well with 86%of shoppers saying they were satisfied with the delivery options offered when they bought an item in their own country and 79%saying the same when they made a purchase from adifferent country.Those most satisfied with their cross-border delivery options were i

122、n SSA(87%)and Latin America(85%).DELIVERY OPTIONS MAKES THE DIFFERENCEBeing offered a wide range of delivery options such as home delivery,safe space,alternative address and different day iscrucial.Net satisfaction with domestic delivery optionsNet satisfaction with cross-border delivery optionsAU81

123、%67%CN87%85%IN95%86%MY86%81%TH91%89%AT81%81%CZ81%71%FR84%78%DE81%75%IT88%83%NL81%73%PL87%72%ES90%84%SE83%68%UK86%75%AR92%85%BR88%85%MA81%81%AE84%84%CA81%66%US85%73%NG91%92%ZA90%81%Global average86%79%IN-FLIGHT SERVICES TAKE OFF!Flexible deliveries are becoming more and more important to your custome

124、rs.OF ALL RESPONDENTS WANT THE ABILITY TO REDIRECT IT TO A SAFE PLACE BY FAR THE MOST IMPORTANT IN-FLIGHT SERVICEOF OUR GLOBAL RESPONDENTS WANT TO BE ABLE TO CHANGE THE DATE OF DELIVERY75%65%ONCE A PARCEL IS ON ITS WAYANDDHL eCommerce:Global Online Shopper Survey 202330Delivery options are a crucial

125、 factor in purchasing decisions.HOW DELIVERY OPTIONS IMPACTCART ABANDONMENTIn fact,nearly 1 in 5 shoppers in APAC say they abandon their baskets very frequently if not offered their preferred delivery options.95%OF THOSE SURVEYED ALSO SAID THEY CHOOSE WHERE TO SHOP BASED ON THE DELIVERY OPTIONS OFFE

126、RED BY THE SELLER 95%OF GLOBAL SHOPPERS SAY THEY HAVE ABANDONED AN ONLINE PURCHASE BECAUSE THEY WERE NOT OFFERED A DELIVERY THAT SUITED THEM SUCHAS HOME DELIVERY,LEAVING GOODS WITH A NEIGHBOR OR IN ASAFE SPACE OR ATAPARCEL LOCKER/PARCEL SHOPOVERAbandon basket if not offered their preferred delivery

127、options*AU89%CN96%IN93%MY97%TH96%AT98%CZ96%FR93%DE96%IT95%NL97%PL96%ES95%SE95%UK92%AR97%BR96%MA95%AE96%CA96%US92%NG90%ZA93%Global average95%*All except those saying they never abandon their basket if not offered their preferred delivery optionsDHL eCommerce:Global Online Shopper Survey 202331How imp

128、ortant is it for you to know who the delivery provider is before confirming your purchase?Net importance(quite and very)AU55%CN75%IN80%MY79%TH92%AT66%CZ67%FR70%DE62%IT67%NL50%PL65%ES71%SE68%UK59%AR84%BR64%MA83%AE78%CA62%US62%NG79%ZA77%Global average70%Delivery providers also deliver on the bottom li

129、ne!HOW DELIVERY PROVIDERS CAN MAKE OR BREAK YOUR SALE70%62%OF GLOBAL SHOPPERS WANT TO KNOW WHO WILL DELIVER THEIR PARCEL BEFORE THEY CLICK THE CONFIRM PURCHASE BUTTONAND 43%WOULD NOT BUY AN ITEM IF THEY DIDNT TRUST THE DELIVERY PROVIDER!INSIST ON KNOWING THEIR SHIPPER UPFRONT WHILST ONLY 35%WOULD CA

130、NCEL THE PURCHASE IF THEY DIDNT TRUST THEMONLYIn MENA,this rises to 81%with 61%prepared to abandon their purchase if they dont like the provider.So,it makes sense for e-commerce businesses to offer shoppers a courier they trust.North Americans are more relaxed.Importance of knowing delivery provider

131、APAC76%Europe64%LATAM74%MENA81%North America62%SSA78%Global average70%DHL eCommerce:Global Online Shopper Survey 202332AwarenessTrust domestic(amongst those who areaware)Trust cross-border(amongst those who areaware)AU84%73%70%CN29%70%75%IN82%91%89%MY92%95%95%TH75%84%86%AT96%69%66%CZ84%76%78%FR72%69

132、%68%DE96%89%84%IT89%79%76%NL98%77%77%PL95%78%77%ES88%85%84%SE93%84%81%UK90%69%63%BR48%84%86%MA73%93%94%AE88%87%89%CA74%72%67%US68%67%66%NG89%98%96%ZA88%95%92%Global average81%82%80%Awareness and trust of DHL81%OF SHOPPERS SAYING THEY KNOW THE BRANDDHL:THE DELIVERY PROVIDER SHOPPERS KNOW AND TRUSTDHL

133、 HAS THE HIGHEST GLOBAL AWARENESS OF ALL DELIVERY PROVIDERS WITH82%of these customers said they would trust DHL to deliver an item intheir own country and 80%said they would trust DHL to deliver their purchase from abroad the highest score with shoppers worldwide.If youre considering expanding into

134、new markets,head to page 56 to reach out to one of our international delivery specialists in your country.DHL eCommerce:Global Online Shopper Survey 202333WHY SHIPMENT TRACKINGMATTERSThe value of a purchase and where it is coming from isdirectly linked to the importance of shipment tracking.Globally

135、51%of respondents said it was very important to be ableto track high-value itemsthis dropped to 37%for low-cost purchasesOn average,the vast majority of your customers want to be able to track their goods whether high value,cross-border or local.Ifyou dont work with a deliverer that provides trackin

136、g services,your customers may look elsewhere.Distance also matters.48%said it was very important to be able totrack all their cross-border purchases,with 44%also wanting to track localbuys.rising to 75%forcross-borderand high-value goods.In Latin America69%say its very important to track all their l

137、ocal purchasesHow important is it to have end-to-end tracking in the following situations?*(net importance shown)Items purchased from retailers in your countryItems purchased from retailers in another countryLow-value itemsHigh-value itemsItems purchased asgiftsAU84%81%77%85%84%CN81%78%62%80%86%IN92

138、%82%84%81%84%MY87%78%77%71%80%TH90%86%86%87%86%AT78%72%71%74%75%CZ67%67%57%72%72%FR81%74%76%77%78%DE77%70%70%71%77%IT79%69%71%73%74%NL75%72%69%80%75%PL81%75%76%74%81%ES81%76%78%80%81%SE77%79%81%84%81%UK82%82%76%84%81%AR91%90%91%92%91%BR96%94%92%92%92%MA81%80%65%65%78%AE79%73%67%75%79%CA82%80%79%87%8

139、3%US81%80%79%85%83%NG94%98%87%87%94%ZA94%93%81%80%94%Global average83%77%74%78%82%*This includes Quite and Very.DHL eCommerce:Global Online Shopper Survey 202334To what extent do you agree with the following?(Net agree:agree and strongly agree)Next-day delivery is important tomeSpeed is not importan

140、t to me as long as I am told when my item will arriveI would like next-day delivery on all my purchases but Im not willing to pay extra for thisAU54%65%58%CN73%48%65%IN79%65%71%MY84%57%56%TH87%68%70%AT53%64%50%CZ44%65%52%FR61%61%63%DE49%64%36%IT70%65%65%NL54%64%61%PL72%67%75%ES71%57%66%SE47%60%52%UK

141、50%65%66%AR84%59%67%BR90%58%65%MA81%64%71%AE78%60%66%CA53%62%62%US62%61%66%NG83%66%62%ZA75%61%53%Global average67%62%61%TRANSIT TIMES:DOES THE WORLD WANT NEXT-DAY DELIVERY?Speed of delivery is a major consideration for shoppers in some regions with next-day delivery a strong preference.In other regi

142、ons,not so much.67%of shoppers in SSA want faster delivery times although this only matters to 34%of Europeans.Its worth noting that 61%of shoppers said theyd like next-day delivery on all their purchasesbut wouldnt want to pay for this.OF SHOPPERS INEUROPE WANTFASTER DELIVERY TIMES34%OF SHOPPERS IN

143、 SSA WANT FASTER DELIVERY TIMES67%OF LATAM SHOPPERS SAY NEXT DAY DELIVERY IS IMPORTANT TO ME87%The simple answer isits complicated.You may need to offer different transit periods depending on the region.If youre considering expanding into new markets,head to page 56 to reach out to one of our intern

144、ational delivery specialists in your country.DHL eCommerce:Global Online Shopper Survey 202335FREE RETURNS:THEBIGSALESOPPORTUNITYIn MENA,that number rose to 58%so if youre selling to this region,it may well be worth considering wrapping the cost of returns into your overall product or delivery prici

145、ng.Sub-Saharan Africa shoppers are the most relaxed about free returns with 27%saying it doesnt matter if they really want the product.Free returns are a big selling point for many cross-border shoppers.Making the return process easy is key to customer satisfaction.73%of global shoppers want returns

146、 labels included with their goods.Only 7%of shoppers in SSA,and 15%in MENA and APAC are prepared to print their own labels.So,if you want repeat business,add the label to the package.OF RESPONDENTS SAID THEY ONLY BUY FROM SITES THAT OFFER FREE RETURNS42%Print label in store Print label at homeReturn

147、s label includedAU6%23%72%CN10%9%81%IN3%12%85%MY7%18%75%TH10%13%78%AT6%31%63%CZ9%22%69%FR6%32%61%DE7%24%68%IT5%27%67%NL11%21%68%PL7%25%68%ES5%20%75%SE8%19%73%UK9%22%70%AR4%22%74%BR5%17%78%MA8%10%81%AE8%20%73%CA3%29%68%US9%24%67%NG6%5%89%ZA6%10%84%Global average7%20%73%Being offered free returns isnt

148、 important tome if I want the itemI only buy from onlineshops that offer free returnsI will sometimes buy from shops that do not offer free returnsAU27%23%50%CN24%37%39%IN11%63%25%MY14%43%43%TH23%46%31%AT14%51%35%CZ28%28%44%FR17%42%41%DE17%43%40%IT11%52%37%NL20%37%43%PL19%24%58%ES9%52%38%SE18%35%47%

149、UK18%30%53%AR15%45%40%BR16%48%37%MA15%61%24%AE13%56%31%CA15%41%44%US15%38%46%NG36%39%25%ZA17%42%41%Global average18%42%40%Importance of free returnsReturns labelsDHL eCommerce:Global Online Shopper Survey 202336RETURNS:WHY THE WORLD SENDS GOODS BACKNo.1 Wrong fitSizing of clothing and footwear is th

150、e biggest issue.23%of respondents said this was why they returned their last purchase.Ensuring your website includes a highly accurate and easy to understand(in your target market)size guide is likely to help.Also,regular goods sample checks to ensure sizing stays consistent across all SKUs makes so

151、und business sense.No.2 Damaged goodsThe second key reason for returning goods is damage.20%of respondents said that this was why they returned their last purchase.In Latin America,it was even higher at 27%.No.3 Poor qualityPoor quality is cited as the third reason for returns especially among Chine

152、se shoppers,with a figure of 28%.Returns are the hidden cost of e-commerce.And with clothing and footwear still the No.1 online buy,its not surprising that sizing is the No.1 reason to return.Damaged and poor-quality goods make up the top 3.Incorrect packaging is one of the main causes of damage to

153、goods traveling cross-border.And poor fit also drives up your returns.Two opportunities stand out.Firstly,seek the advice of your delivery partner on choosing packaging that will ensure your goods survive their journey.Secondly,ensure you have globally recognized sizing available on your site.Not ev

154、ery country adheres to the sames sizing rules so sizing guides for various countries could vastly reduce your returns.Not to brag.but,we also offer returns solutions in many countries.If youre considering expanding into new markets head to page 56 to reach out to one of our international delivery sp

155、ecialists in your country.I didnt need it anymoreIt didnt look like the image on the websiteIt didnt suitmeIt was damagedIt was the wrong sizeNot applicableOtherThe quality wasnt goodAU2%8%6%14%27%31%3%9%CN5%14%12%15%21%5%0%28%IN2%11%7%19%28%9%0%24%MY2%13%4%38%17%13%2%11%TH2%26%2%31%10%13%2%13%AT4%9

156、%12%19%28%8%1%20%CZ2%11%8%19%27%19%1%12%FR2%8%9%21%23%24%1%12%DE3%9%16%12%23%13%2%21%IT3%9%9%23%20%19%1%15%NL4%10%13%12%29%17%1%15%PL3%11%6%15%26%22%0%16%ES4%10%9%25%24%17%1%10%SE2%8%13%13%34%17%1%12%UK2%10%9%19%21%21%2%16%AR1%9%5%27%19%20%2%17%BR1%6%10%27%20%24%3%8%MA2%23%8%14%23%9%2%19%AE2%19%8%15

157、%24%6%1%25%CA3%7%8%20%22%22%2%17%US3%11%7%22%25%15%2%15%NG2%19%4%16%20%19%1%20%ZA2%11%5%19%30%19%2%12%Global average3%12%8%20%23%17%1%16%Reason for returnsDHL eCommerce:Global Online Shopper Survey 202337Delivery and returns services are a key factor in your customers buying decisions.And the messag

158、e seems to be flexibility.Up to 75%of global shoppers want to be able to redirect or change their delivery instructions at the last minute.Is this a service you currently offer?If not,now might be the right time to discuss how to improve your delivery options with the experts at DHL eCommerce.And if

159、 you sell higher-priced goods especially those that people send as gifts tracking is a must.Ensure youre working with a delivery provider that offers tracking to and from the recipients address(not just the purchaser)as standard.Again,DHL eCommerce can help.How much you charge for delivery and retur

160、ns is also a deciding factor when it comes to increasing your global sales especially in Latin America,Africa and the Middle East.Rolling the cost of returns into your general product pricing can help you present returns as free.And you can do the same with delivery but remember LATAM and SSA want t

161、o see what theyre being charged for delivery separately.DELIVERY AND RETURNSWHAT THE SURVEY RESULTS MEAN FOR YOUR BUSINESS“With global shoppers demanding faster and free delivery,there is an opportunity for e-tailers to re-position how they charge shipping and to give their customers more than one d

162、elivery choice.At DHL we offer multiple delivery options,which is what shoppers are asking for.”Alexander Schmitz-Hbsch SVP Marketing and Commercial DHL eCommerceDHL eCommerce:Global Online Shopper Survey 202338DHL eCommerce:Global Online Shopper Survey 202339Read on to discover the results in more

163、detail Global cross-border shopping Delivery and returns Sustainable e-commerce options(pg 40-43)The global growth of greener e-commerce Online shopping landscape ConclusionsSUSTAINABLE E-COMMERCE OPTIONSDHL eCommerce:Global Online Shopper Survey 202339How important is the topic of sustainability to

164、 you when shopping online?Net importanceAU51%CN78%IN92%MY78%TH87%AT59%CZ51%FR71%DE62%IT75%NL50%PL73%ES69%SE70%UK55%AR79%BR80%MA79%AE80%CA57%US62%NG96%ZA84%Global average71%Would you be prepared to pay more for a green delivery?I would always choose to pay more for a green deliveryAU14%CN39%IN54%MY33

165、%TH50%AT28%CZ16%FR23%DE26%IT19%NL16%PL13%ES24%SE22%UK16%AR24%BR26%MA45%AE41%CA16%US27%NG42%ZA28%Global average28%Shoppers are split on paying more for greener deliveries.44%WOULD SOMETIMES PAY MORE FOR SUSTAINABLE DELIVERY AND PACKAGINGWORLDWIDECustomers in MENA,APAC and SSA aremore willing toputthe

166、ir money wheretheir mouth iswhen itcomes to sustainable shopping than thosein Europe or NorthAmerica.SHOPPING GREENER:THERISEOF SUSTAINABILITY28%OF SHOPPERS SAID THEY WOULD ALWAYS BE WILLING TO PAY MORE FOR A GREENER DELIVERY OPTION OR MORE SUSTAINABLE PACKAGING ALTHOUGH MOST WOULD PREFER THE VENDOR

167、 TO ABSORB THE COSTGreater awareness of the environmental impact of online shopping has prompted more interest in sustainable e-commerce solutions.71%SAID SUSTAINABILITY IS IMPORTANT TO THEM WHEN THEY BUY ONLINEHow important is the topic of sustainability to you when shopping online?But attitudes va

168、ry by region.44%of Latin Americans say sustainable e-commerce options are very important22%of Europeans say the sameBut on average,only WILL CUSTOMERS PAY FOR SUSTAINABLE DELIVERIES?DHL eCommerce:Global Online Shopper Survey 202340Have a longer delivery timePay more for your deliverySwitch to collec

169、tionAU47%23%30%CN45%29%27%IN51%37%12%MY42%39%19%TH48%37%15%AT56%23%21%CZ51%24%26%FR39%19%42%DE51%25%24%IT43%23%34%NL46%20%34%PL50%21%29%ES45%18%37%SE55%22%23%UK54%20%27%AR48%25%26%BR48%21%31%MA40%48%11%AE43%41%16%CA63%18%19%US58%29%12%NG38%47%15%ZA40%27%33%Global average48%28%24%What are you most li

170、kely to do to make your online shopping more sustainable?Would you be prepared to pay more for a sustainable delivery?I would always choose to pay more for sustainable packagingAU16%CN39%IN54%MY33%TH52%AT24%CZ17%FR24%DE23%IT19%NL13%PL14%ES21%SE20%UK14%AR24%BR31%MA37%AE42%CA15%US24%NG52%ZA36%Globalav

171、erage28%Paying more for delivery is only one way to shop greener.There are others.Generally,customers are prepared to wait longer than pay more or collectfrom service points.In North America,61%prefer this option compared to 39%of shoppers in SSA.And shoppers in MENA and North America are far less l

172、ikely to switch to collection to be sustainable than European shoppers.GIVING CUSTOMERS A SUSTAINABLE PACKAGINGOPTION44%OF GLOBAL SHOPPERS WOULD SOMETIMES BE PREPARED TO PAY EXTRA FOR MORE SUSTAINABLE PACKAGING28%OF SHOPPERS WOULD ALWAYS PAY FOR SUSTAINABLE PACKAGING WITH SSA COUNTRIES THEKEENEST(44

173、%)28%OF SHOPPERS WORLDWIDE SAID THEY WOULD NEVER PAY FORTHISALTERNATIVE WAYS TOSHOPGREENERThis is a real selling point for smart e-tailers.DHL eCommerce offers a range of options to cut greenhouse gases for your customers from EVs to carbon-offsetting.DHL eCommerce:Global Online Shopper Survey 20234

174、1DHL LEADS THE SUSTAINABILITY CHARGEAround the planet,DHL is seen as the most sustainable of all the international delivery companies.65%46%50%Which companies do global shoppers trust to deliver sustainably?33%56%65%OF SHOPPERS SAY THEY BELIEVE DHL IS QUITE OR VERY SUSTAINABLE.If you want to be seen

175、 to be green you know who to talk to!DHL eCommerce:Global Online Shopper Survey 202342Offering a sustainable delivery option is not only important to 7 out of 10 global shoppers,its also a vital component of your brand integrity.There are a number of options you can offer customers to support the en

176、vironmental causeCollecting deliveries instead of door-drops helps to reduce emissions and this isbecoming increasingly popular in regions such as Europe and Latin America.Another way to give your customers a greener option is to offer a longer transit time that means goods can be collated and shipp

177、ed in greater volume using more sustainable transport methods.Other options to show your green credentials are to choose recycled or sustainable packaging and bundling goods into a single package rather than dispatching multiple packages.Another way to be more sustainable is to highlight to customer

178、s the environmental costs of returns which create more carbon emissions.Sending goods back via access points like lockers or shops and providing an incentive to reduce multi-order fashion sizes,are all ways to help the planet.SUSTAINABLE E-COMMERCE OPTIONSWHAT THE SURVEY RESULTS MEAN FOR YOUR BUSINE

179、SS“Its great to see that DHL is seen as one of the most sustainable carriers compared to other providers.We consider ourselves to be pioneers in green logistics on a journey to be net zero by 2050.Let us work together in achieving your sustainability goals.”Masa Piter Chief of Staff&Sustainability O

180、fficer DHL eCommerceDHL eCommerce:Global Online Shopper Survey 202343Read on to discover the results in more detail Global cross-border shopping Delivery and returns Sustainable e-commerce options Online shopping landscape(pg.45-53)How the world shops online today.and tomorrow ConclusionsONLINE SHOP

181、PING LANDSCAPEDHL eCommerce:Global Online Shopper Survey 202344WHAT DEVICES DO CUSTOMERS USE TO SHOP?Smartphones are the tech of choice for the majority of the worlds shoppers led by Asia Pacific(78%)and Sub-Saharan Africa(77%).Traditional technology is still relevant with desktop and laptop compute

182、rs the preferred choice for 43%ofLatin Americans,42%of Europeans and 41%ofNorth Americans.Who prefers what?Czechs lead quite significantly with a preference to purchasing on a desktop its not surprising then they are the second least likely to purchase on social media in Europe,after the Brits(see p

183、age 47).China and Thailand clearly lead the way with a preference to mobile-first purchasing.They also lead the way in purchasing on social media.UK leads for tablet across all countries.But with such a small percentage of shoppers using this as their primary device,does it warrant the additional de

184、velopment time it might cost you?Increasingly,e-commerce website designers and providers are switching to a mobile-first model.Designing or updating your site with the limitations of mobile first means that developing the desktop version afterwards is easier and more cost effective.However,its impor

185、tant to optimize your e-commerce site for your global audiences.If you ship goods to the Czech Republic,then its important to offer an excellent desktop experience.What device do you usually use when shopping online?Laptop/desktopSmartphoneTabletAU43%51%6%CN10%87%3%IN19%80%1%MY13%84%3%TH11%87%2%AT33

186、%63%4%CZ65%31%4%FR44%48%8%DE37%57%6%IT36%59%5%NL34%58%8%PL52%47%1%ES41%54%4%SE31%63%6%UK43%47%10%AR48%51%1%BR38%62%0%MA37%61%2%AE27%70%3%CA48%45%7%US35%60%5%NG12%86%2%ZA29%68%3%Global average34%62%4%DHL eCommerce:Global Online Shopper Survey 202345THE RISE AND RISE OF SOCIALMEDIA E-COMMERCE70%Chines

187、e shoppers tend to favor Douyin with 70%of respondents saying theyve used it to make a purchase.In Malaysia(57%)and Thailand(52%)the numbers of shoppers using TikTok are even greater.57%52%Social media platforms are rapidly becoming the go-to for the start of an e-commerce purchase,with MENA,SSA and

188、 Asia Pacific leading the regions.Facebook and Instagram are still the preferred channel of choice overall,but TikTok is growing fast.38%29%16%FacebookInstagramTiktokPinterestSnapchatYouTubeOtherAU32%21%10%4%5%9%3%IN40%45%5%9%13%35%9%MY54%39%57%5%4%23%17%TH67%31%52%7%4%26%12%AT19%25%18%7%10%18%5%CZ2

189、6%14%8%3%4%15%3%FR27%18%11%8%10%15%7%DE19%23%17%6%6%16%7%IT27%19%13%5%3%14%6%NL30%20%14%7%7%14%2%PL41%18%10%5%5%19%6%ES21%25%12%4%3%17%7%SE31%22%14%5%9%15%2%UK24%13%12%3%7%12%2%AR51%44%5%2%1%9%15%BR38%38%7%8%2%16%9%MA71%43%11%6%3%24%8%AE50%45%30%14%23%33%5%CA29%19%12%6%3%18%5%US37%26%17%9%13%24%2%NG

190、63%55%14%13%4%24%15%ZA45%23%13%9%3%14%12%Global average38%28%16%7%6%19%7%Have you ever purchased items on the following platforms?WeChatWeiboDouyinKuaishouBilibiliLittle Red BookZhihuCN47%11%70%36%19%29%8%Respondents were offered multiple choice selection for this question.DHL eCommerce:Global Onlin

191、e Shopper Survey 202346The real power of social media can be seen in its ability to influence buying decisions.MENA leads with 46%of shoppers always using social media both for inspiration and to make their purchases directly on the platform.APAC follows at 42%.Only 20%of North American and 18%of Eu

192、ropean shoppers use social media for shopping although 40%of European and 39%of North American shoppers use social media platforms for shopping inspiration.Social media inspiration can vary widely within regions.In Australia,41%would never use social media for ideas or to make a purchase.Butonly 3%i

193、n China would say the same.41%3%SOCIAL MEDIA PLATFORMS USED FOR MAKING PURCHASESTo what extent does social media mark the beginning of your online purchase?I always use social media for shopping inspiration and regularlymake purchases directlyon the platformI dont use social media for shopping inspi

194、ration or to makepurchasesI use social media for shopping inspiration but dont often make purchases directly on the platformAU16%41%43%CN52%3%44%IN39%23%38%MY46%12%42%TH58%11%31%AT21%37%41%CZ14%48%37%FR17%50%33%DE23%40%37%IT19%37%45%NL17%44%39%PL17%31%52%ES20%40%40%SE18%40%42%UK13%56%31%AR32%18%51%B

195、R22%27%51%MA48%11%41%AE45%10%46%CA15%44%41%US24%39%38%NG46%8%46%ZA21%23%55%Global average28%30%42%DHL eCommerce:Global Online Shopper Survey 202347THE HIDDEN VALUE OF CUSTOMER REVIEWSIn SSA and Latin America,its 94-95%reviews before making an online purchaseof customers worldwide check out product 8

196、9%*they infl uence their buying decisionsAnd 98%of those who read reviews say 98%*Customer reviews help shoppers make the right choices.Theyre also an important asset for e-commerce businesses,helping to reduce returns by managing your customers expectations.*Data tables not shown here.Were rapidly

197、becoming a world of savvy,site-smart online shoppers.So,providinga space for purchasers to leave honest reviews that highlight the benefits andlimitations of a product will not only promote sales,it could also reduce your returns!Not at allTo some extentTo a great extentAU4%73%23%CN1%56%43%IN2%45%54

198、%MY1%52%47%TH1%42%57%AT3%62%35%CZ2%65%33%FR5%70%25%DE2%71%26%IT3%66%31%NL5%72%23%PL1%59%41%ES3%59%38%SE2%67%32%UK6%72%22%AR2%43%55%BR2%24%74%MA2%49%49%AE2%47%51%CA2%63%35%US4%55%41%NG1%41%59%ZA2%42%56%Global average2%56%42%To what extent are you influenced by reviews?DHL eCommerce:Global Online Shop

199、per Survey 202348SUBSCRIPTION SERVICES KEEP GROWINGWho has an online subscription?Beauty products are the most popular choice of subscription at 46%(although this rockets to 54%in APAC)and food deliveries on 44%run a close second.Surprisingly,over a quarter of our online subscribers bought their pet

200、s food thisway.36%of shoppers around the world said they now have an online subscription service.43%AND MENA WITH46%THE STRONGEST TAKE-UP IS IN APAC WITH AU21%CN51%IN54%MY43%TH59%AT37%CZ41%FR31%DE30%IT32%NL26%PL22%ES37%SE28%UK25%AR28%BR31%MA27%UE58%CA32%US43%NG42%ZA32%Global average36%Food Beauty pr

201、oductsShaving productsPet foodHealth supplementsHousehold productsClothing AU32%45%17%24%32%26%25%CN71%45%42%30%34%51%52%IN64%60%43%23%46%52%60%MY50%60%26%14%36%44%39%TH50%54%21%15%44%40%49%AT29%42%25%26%16%23%23%CZ21%32%25%42%37%42%48%FR39%49%23%36%18%25%30%DE38%39%35%27%19%21%27%IT29%43%25%28%22%3

202、3%31%NL27%45%28%25%28%31%33%PL23%37%29%36%29%28%37%ES33%35%18%26%24%30%32%SE41%31%32%25%27%19%26%UK44%39%32%36%32%25%20%AR44%45%12%17%27%47%54%BR39%52%27%30%36%34%43%MA45%38%28%15%36%24%36%AE56%51%33%33%45%33%30%CA40%44%23%27%25%28%27%US54%45%30%39%40%34%27%NG42%50%31%10%40%36%55%ZA50%58%30%13%45%42

203、%54%Global average44%46%28%26%34%35%39%The most popular subscription product categories around the worldRespondents were offered multiple choice selection for this question.DHL eCommerce:Global Online Shopper Survey 202349MEET YOU AT THE MARKETPLACEEUROPEAMAZON(60%)ZALANDO(28%)EBAY(19%)ALLEGRO(10%)M

204、ENAAMAZON(44%)JUMIA(44%)NOON(40%)CARREFOURUAE(29%)AVITO(29%)APACSHOPEE(34%)LAZADA(31%)AMAZON(30%)TAOBAO(20%)LATAMMERCADO LIBRE(48%)MERCADO LIVRE(42%)AMERICANAS(34%)MAGAZINE LUISA(29%)SSAJUMIA(47%)TAKEALOT(46%)KONGA(26%)SLOT(11%)The worlds favorite marketplaces*Over the last two decades,online market

205、places have grown fast and by 2027 will consume around 60%of global online sales.Every region has its own,individual Marketplace preference.Amazon features everywhere except Latin America and SSA,but sites such as Shopee,Mercado Libre and Jumia have strong local followings.Beyond the obvious factors

206、 of price and availability,there are some important unseen qualities marketplace customers appreciate.Marketplace sellers,take note!In all regions,the delivery provider is a deciding factor when deciding which seller to buy from on a marketplace.On average,75%of shoppers say it is important with 67%

207、ofNorth Americans and 68%of Europeans more relaxed.%of respondents in each region who use the most popular marketplaces.*Respondents were offered multiple choice selection for this question.OF SHOPPERS SAY IN-SITE CUSTOMER REVIEWSARE KEYTO THEIR BUYING DECISION WHEN SHOPPING ON A MARKETPLACE85%For g

208、rowing e-commerce businesses,testing the waters in territories helps to de-risk new ventures.Marketplaces are an ideal way to approach this,but itsimportant to understand which ones locals trust and what makes them unique.NORTH AMERICAAMAZON(89%)WALMART(53%)EBAY(31%)ETSY(18%)DHL eCommerce:Global Onl

209、ine Shopper Survey 202350HOWGLOBALSHOPPERS WANT TO PAYPaying cash on delivery is still expected in many parts of the world 32%of customers in the MENA region and22%in the Czech Republic continue to pay this way.The vast majority of shoppers say websites offer a good range of payment options.At 43%,c

210、redit and debit cards are the most popular ways to pay worldwide.43%Digital wallets are also attractive with 24%globally using them and 31%in APACcountries.24%Buy now,pay later is becoming a popular wayto purchase in Europe.8%of customers prefer this option with Sweden,TheNetherlands,Germany and Aus

211、tria most likely spread the cost.Have you considered adding aBNPL option to youre-commerce website?How do you prefer to pay when you shop online?Bank transferBNPL(Buy now,pay later)Cash on deliveryCredit/debit cardDigital wallet(Paypal)InvoiceAU1%12%3%47%34%1%CN10%13%12%24%35%1%IN4%2%28%28%36%1%MY22

212、%2%11%34%28%2%TH16%1%51%12%19%0%AT11%13%7%24%16%28%CZ13%2%22%46%14%2%FR4%5%7%58%24%2%DE10%12%4%11%39%25%IT2%1%15%42%36%2%NL14%17%5%30%24%7%PL33%5%14%25%22%1%ES1%5%7%50%33%3%SE6%18%3%34%18%20%UK2%6%5%62%24%1%AR9%1%3%69%17%2%BR7%0%1%71%13%4%MA8%1%42%26%21%2%AE2%2%22%46%24%4%CA1%1%6%69%20%1%US1%2%7%65%

213、22%2%NG12%1%14%65%8%0%ZA9%2%13%56%18%1%Global average9%5%13%43%24%5%DHL eCommerce:Global Online Shopper Survey 202351Purchased the item on the same site at a later datePurchased the item with a different online retailerWas just browsing so didnt do anythingWent into a physical store to purchaseAU11%

214、38%39%12%CN34%43%17%6%IN41%42%11%7%MY38%36%21%5%TH31%39%26%4%AT19%43%29%10%CZ12%56%28%4%FR18%42%26%14%DE24%48%22%5%IT22%40%28%9%NL17%38%37%7%PL15%46%34%5%ES19%41%31%9%SE17%42%35%6%UK14%45%37%4%AR18%39%34%10%BR24%54%18%4%MA28%43%15%14%AE31%50%13%6%CA15%36%39%10%US23%35%32%9%NG33%42%11%15%ZA25%37%21%1

215、7%Global average23%42%26%8%WHY DO SHOPPERS ABANDON THEIR CARTS?Possibly,the greatest frustration for e-tailers is cart abandonment.So,whydoshoppers pull out of a purchase at the last moment?And what can e-commerce vendors do to change their mind?Across the planet,45%of respondents said they quite or

216、 very often ditch their basket at check-out.On the positive side,55%of global shoppers said they never or very seldom abandon their shopping cart.Customers in MENA and North America are the most likely to abandon their shop,whilst those in LATAM are the least likely.No.1?REASON FOR BAILING OUT AT CH

217、ECKOUTAND THEEXPENSIVE DELIVERY CHARGESOn average,26%of respondents simply gave up on the idea of buying the goods at all because they had only been browsing 36%of North Americans and 37%of Brits said this.With delivery issues the top two reasons for cart abandonment,it makes sense to team with a de

218、livery provider that can offer cost effective and fast solutions for the market you want to reach.OF RESPONDENTS SAID THEY WENT ON TO BUY FROM ANOTHER SITE ONETHAT PROVIDED THE DELIVERY OPTIONS AND PAYMENT METHODS THEY WANTED42%HOWEVER29%DELIVERY TOO SLOW26%SITE WONT TAKE MY PREFERRED PAYMENT METHOD

219、53%DELIVERY IS TOO EXPENSIVEStopping customers from abandoning their cart is largelya matter of perception.When delivery charges are presented at check out,they can be perceived as an additional expense.When delivery charges are rolled intothe price of the goods,delivery is seen as free.This offers

220、the buyer a much more positive experience and encourages them to click the Buy Now button.Top three reasons shoppers abandon their buyDHL eCommerce:Global Online Shopper Survey 202352Three key trends stand out when we look at the survey results for the global e-commerce landscape.The first is that c

221、art abandonment and delivery charges are very closely linked.Having made the decision to purchase a product,more than 1 in 2 shoppers have bailed out because the cost of cross-border delivery was too expensive.And 4 in 10 of those went on to buy the product from another site!So,the question is are y

222、ou getting the right deal for your international deliveries?Maybe its time to talk to DHL eCommerceSecondly,social media shopping is expanding fast.A recent Statista report put the growth of year-on-year social commerce revenue at over 31%until the end of the decade.If youre not already selling prod

223、ucts via social media platforms,its a good time to start.And finally,subscription sales are continuing to grow with Asia Pacific and China the stand-out markets.As other regions of the world catch up,this could be a key opportunity for your e-store.There are lots of models for making subscription se

224、rvices pay and one could be right for you.ONLINE SHOPPING LANDSCAPEWHAT THE SURVEY RESULTS MEAN FOR YOUR BUSINESS“Sales arent just made on websites anymore,they are made on social channels and in marketplaces.Todays e-tailers should consider the buyer journey across multiple touchpoints and consider

225、 how to position delivery and customs charges to increase basket conversions.”Ryan Hunter Senior Vice-President,Sales Global DHL eCommerceDHL eCommerce:Global Online Shopper Survey 202353 Global cross-border shopping Delivery and returns Sustainable e-commerce options Online shopping landscape Concl

226、usionsCONCLUSIONSDHL eCommerce:Global Online Shopper Survey 202354CONCLUSIONS:WHATOURSURVEY SAIDAPACMake your site mobilefriendlyVia smartphone is how 78%of your customers in APAC buy.The most switched on of all our shoppers,they want clear,easy to browse,mobile-friendly sites.LATAMCut the surcharge

227、s.Win the sales.Customs charges and high delivery costs are an instant turn-off for Latin American shoppers when shopping cross-border.Find a way to reduce these and you have a captive audience.And offer a sustainable delivery option.Latin Americans are keen to be green!MENADelivery providers matter

228、 in MENAThese shoppers care about who is bringing their goods.Get the right delivery partner on board is Step One to success.NORTH AMERICACross-border opportunities aboundOn the whole,North American shoppers are yet to buy into the cross-border e-commerce opportunity.Right product,right quality,righ

229、t price could deliver a vast market.And dont forget to explore the opportunities that marketplaces offer in the US and Canada one way to make cross-border shopping appear local.SSASlow deliveries will lose you customersDelivering faster than your competitors to SSA shoppers will give you a strong co

230、mpetitive advantage in this region.Find a delivery partner who can handle the challenge.EUROPEEvery nation has its own expectationsAlthough there are over 40 individual countries in Europe,many sharing a single currency,each has its own shopping preferences.What works in one nation may not in anothe

231、r.Research is key.Read the European Online Shopper Survey 2023 for greater detail.Your key takeaways for every regionShoppers across the world have different habits and preferences and we hope youve found some useful insights in this Global Online Shopper Survey 2023.Here,wevepulled outsix key takea

232、ways we discovered one for eachregion.Remember when entering into new markets,DHL eCommerce operates across the globe.Click below to request a call back from international delivery specialists in your country.USACanadaIndiaThailandMalaysiaAustraliaEuropeDHL eCommerce:Global Online Shopper Survey 202

233、355We hope youve found our Global Online Shopper Survey 2023 useful.To learn more about individual countries and their shopping habits,download DHLs individual country one-pagers here.And if youre looking to target specific markets in Europe,why not download our brand new 2023 European Online Shoppe

234、r Survey here.If thats not enough.discover how companies like ASOS,Camper and Mepal are using Parcel Connect to reach markets across Europe right now.DHL eCommerce operates across the globe.Click below to request a callback from international delivery specialists in your country.USACanadaIndiaThailandMalaysiaAustraliaEuropeNEXT STEPSDHL eCommerce:Global Online Shopper Survey 202356