The Clearsale Blog

Global Ecommerce Consumer Survey Compares Shopping Habits, Fraud Worries, Customer Experience Expectations

Global Ecommerce Consumer Survey Compares Shopping Habits, Fraud Worries, Customer Experience Expectations

Sapio Research study conducted by ClearSale shows which consumers are most comfortable with cross-border shopping, most worried about online fraud, and most likely to abandon a merchant after a false decline.

Miami, FL (January 12, 2021) - International fraud protection leader ClearSale (https://clear.sale) is pleased to release an extensive analysis of its five-country study on consumer attitudes commissioned from Sapio Research titled, 2021 Global Ecommerce Consumer Behavior Analysis. The analysis shows merchants how online shoppers in the U.S., U.K., Canada, Mexico and Australia decide which ecommerce stores to buy from and which to avoid.

“With so much growth in online shopping worldwide this year, we want to help merchants understand customer attitudes so they can meet the expectations of their ideal customers, whether those are American Baby Boomers, Mexican millennials or Gen Z Australians,” said Rafael Lourenco, ClearSale Executive Vice President.

The study was conducted in early March 2020 surveyed more than 1,000 frequent online shoppers in each country. The survey asked shoppers for their opinions about online security and data privacy, their concerns about online fraud and where they prefer to shop, among other topics.

Among the survey findings, 52% of all consumers order from overseas merchants as well as in-country retailers and 50% are most likely to shop on a phone or tablet. “These numbers show that merchants that don’t accept cross-border orders and provide a good mobile experience are missing out on half of their potential customers,” Lourenco said.

The survey also found that consumers worry about fraud but don’t have patience with merchants who reject their orders by mistake.

• 78% of all consumers say they feel as safe or safer shopping online than in stores, even though 42% have been victims of online fraud.
• 39% of all consumers say they’ll never shop again with a merchant that declines their order.

“Here we see the importance of letting customers know that your store has fraud protection, as well as the need to avoid false declines that drive customers away and reduce average customer lifetime value,” Lourenco said.

The survey also found differences in consumer behavior between countries. For example:

• 72% of Mexican online shoppers and 60% of Australian online shoppers order from both overseas and in-country merchants, compared to only 37% of U.S. and U.K. shoppers.
• 64% of Mexican shoppers read merchant reviews before making an online purchase, but only 34% of U.K. shoppers do.
• Australian and U.S. shoppers are the most likely to abandon a purchase if asked to create a customer account.

“Any merchant who wants to understand their customers’ behavior can use this information to improve their customer experience and reach cross-border customers more effectively,” Lourenco said. The full analysis of the ecommerce customer survey is available at https://offer.clear.sale/global-ecommerce-consumer-behavior.


About ClearSale

ClearSale offers the most complete ecommerce fraud protection, combining cutting-edge statistical technology with the world’s largest team of specialized fraud analysts for a balanced, comprehensive, real-world approach. Trusted by over 3,000 customers worldwide and touting a 99% retention rate, ClearSale is the first company to offer chargeback guarantees and the largest company focused on global card-not-present fraud prevention. ClearSale helps businesses prevent fraudulent chargebacks without interfering with the online shopping experience. As a result, clients can sell more, safely, even in dynamic or challenging international markets. More information at https://clear.sale or follow on LinkedIn, Facebook or Twitter @ClearSaleUS.

###

PRESS CONTACT

Bonnie Moss
Moss Networks
bonnie@mossnetworks.com
818-995-8127

You may also like

Report Finds More Than Half of Consumers Not Concerned About Online Fraud

Report Finds More Than Half of Consumers Not Concerned About Online Fraud

In a study to determine the effects a global pandemic had on consumer behavior and attitudes toward e-commerce, researchers found at least 20 percent of the increases e-commerce merchants realized..

2020 Changed the Way Australians Shop. Can Your Store Keep Them in 2021 and Beyond?

2020 Changed the Way Australians Shop. Can Your Store Keep Them in 2021 and Beyond?

Notable ecommerce acceleration and evolving consumer behaviours have changed how retailers conduct business. Ralph Kooi shares the key areas that merchants should focus on for the best ROI when it..

Top Industry Trends for Retailers in 2021

Top Industry Trends for Retailers in 2021

Where 2020 will forever be the year of COVID-19 for families around the world, for online retail 2020 will be known as a year of transition, adoption and realignment of business models.

Reducing Ecommerce Cybercrime

Reducing Ecommerce Cybercrime

Cybercrime, in all forms, is growing. But the COVID-19 pandemic and ensuing rise in online shopping, has given rise to an increase in card-not-present (CNP) crime. To find out more—and learn how..

What Can Hackers Do With My Email Address? A Lot. Here’s How to Protect Your Identity

What Can Hackers Do With My Email Address? A Lot. Here’s How to Protect Your Identity

Yahoo Life is committed to finding you the best products at the best prices. The products written about here are offered in affiliation with Verizon Media, Yahoo Life's parent company. We may..

The Ultimate Guide to Google Shopping Ads

The Ultimate Guide to Google Shopping Ads

Google Shopping launched in 2002 and has evolved over the years. Google shopping Ads convert traffic with ease after the initial effort put in by the advertiser.

If Your Store Had No Ecommerce Fraud This Holiday Season, You May Have a Larger Problem

If Your Store Had No Ecommerce Fraud This Holiday Season, You May Have a Larger Problem

Fraud is a costly problem for merchants, and it’s growing. The cost of fraud to retailers is up 6.6% this year over last, according to LexisNexis. And merchants may have been extra concerned about..

Does Your Store's Customer Experience Live Up to Your Marketing Promises?

Does Your Store's Customer Experience Live Up to Your Marketing Promises?

As consumers, we want to be recognized and catered to, and we can always use more convenience and positive experiences – especially during a time when there's more uncertainty than usual.

Retailers Need to Fully Accept Mobile Device Shopping in 2021

Retailers Need to Fully Accept Mobile Device Shopping in 2021

Retailers need to turn the disruption caused by the pandemic into an opportunity, and this opportunity exists online, explains a leading analyst. Retailers need to identify and follow consumer..

Want to write
for our blog?

Please review our writers' guidelines
https://www2.clear.sale/press/clearsale-guest-blog-guidelines
and then email guestwriter@clear.sale with your pitch!

Subscribe to our blog