SAP Customer Experience recently commissioned a survey of over 20,000 consumers in 24 countries including the United States, Brazil, United Kingdom, Australia and China. The Global Consumer Propensity Study was aimed at gauging consumer attitudes towards online shopping, and to identity key trends broken down by market. Enjoy! For more from SAP Customer Experience, please visit us at: https://cx.sap.com/en/

1. What Drives Purchases?
Retailers are Missing the Mark on Personalization
Of Global Consumers Findings by Country
Chinese shoppers are the least likely
to abandon a cart due to high
shipping costs (24%)
U.K. shoppers are among the most
likely to abandon a cart due to a
tedious checkout process (32%)
Korean shoppers are the most forgetful
– 26% abandon their carts due to
forgetting about the items in them
Additional expenses outside
purchase costs are driving
shoppers to think twice
52% are willing to abandon their
shopping cart if the shipping
costs are too high
28% will drop their cart if their
discount code or intended
promotion expires
Proactivity resonates with Indian
shoppers. 31% will check out if
reminded by the brand that they
have an open cart
1 in 5 U.S. shoppers will finalize their
cart if the brand demonstrates a
clear understanding of their
purchase history
Australians value responsiveness.
31% will check out if the retailer
provides additional information if
requested on an item
Cost is the most significant
influence on shoppers finalizing
their cart
55% of shoppers will check out
after being notified about a
discount or a limited promotion
Shoppers are also more likely to
finalize their cart if there’s a
discount tied to purchasing
another product (36%)
Online shoppers are not
seeing relevant product
recommendations
The countries most likely
to regularly see relevant
product recommendations
are Thailand (47%),
Colombia (43%) and
Germany (34%)
U.K. shoppers are the
most likely to have never
seen a relevant product
recommendation online
(15%)
Three out of four do not
regularly see product
recommendations that
interest them
Improve Shopping Through Integrated Experiences
Over half of Thai shoppers (51%)
believe that online retailers should have
virtual / augmented reality
technologies so that they can picture
how the product will look like in real life
49% of Brazilian shoppers believe
24/7 customer service access –
either in person or through chatbots
– would improve online experiences
U.S. shoppers are among the least likely
to desire a personalized concierge or
delivery service, with only 10% stating it
would improve experiences
Online consumers see the
integration of online and in-store
as the best way to improve
shopping experiences
47% say that offering comparison
tools for prices and specificiations
would make online purchasing
experience more positive
41% stated they would like
online market places to have a
physical storefront
Of Global Consumers Findings by Country
Of Global Consumers Findings by Country
Why Are Shoppers Abandoning Carts?
Of Global Consumers Findings by Country
SAP Customer Experience
SAP Customer Experience
SAP Customer Experience recently commissioned a survey of over 20,000 consumers in 24
countries including the United States, Brazil, United Kingdom, Australia and China.
The Global Consumer Propensity Study was aimed at gauging consumer attitudes towards online
shopping, and to identity key trends broken down by market. Here’s what we found:
The State of Global Online Shopping:
An SAP Customer Experience Study