Consumers have a host of concerns moving into this year’s holiday shopping season, spanning from search engines and marketplaces to privacy and returns, according to the UPS 2019 Customer Experience Study of 18,000 customers in 15 countries.
The report focuses primarily on business-to-consumer (B2C) online shopping, and also shares some business-to-business (B2B) research findings.
Globally, 65% of online shoppers express extreme concern about data privacy. In Europe, consumers show a preference for a payment method with increased security such as PayPal, Alipay, and WeChat Pay. Anxiety about security rises with age. Some 73% of online shoppers age 65 and older feel extremely concerned about online shopping security.
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