See Inside the Minds of Auto Parts Shoppers - UPS

[Pages:2]See Inside the Minds of Auto Parts Shoppers

You understand your customers' passion for vehicle power, performance and pizzazz. Do you know what makes them click "Buy Now?" Take a cruise through the latest UPS Pulse of the Automotive Shopper study to see what's fueling their buying habits.

73%

of auto parts buyers purchased replacement parts.

55% of auto parts buyers purchased parts

to modify looks or performance.

Prices are the leading reason online parts purchasers turn to Marketplaces. Auto parts purchasers are also more likely to purchase

parts from Wal-Mart and eBay than purchasers of other goods.

97% Purchased from a Marketplace

Amazon

90%

90%

Walmart/Jet

69%

59%

eBay

60%

45%

Marketplaces ? particularly Amazon ? were also the leading resource for four out of ten initial shopping searches. And marketplace usage is likely to increase more over the next year with auto parts purchasers as

compared to buyers of other products.

AVAILABLE

OUT OF STOCK

OUT OF STOCK

OUT OF STOCK

OUT OF STOCK

Over half of auto parts purchasers will go to a competitor's web site or app when the product they are

interested in is not available.

* Indicates a signi cant di erence over the other group at 95% CL

Smartphone Usage

83%* 79%

58%

65%* 58%

54%* 47%

Smartphone Used to Research

Smartphone Used to Purchase

Among smartphone users, a signi cantly higher percentage of auto parts purchasers than buyers of other goods research and purchase on their device.

Nearly six in ten auto parts purchasers opt for Ship to Store and roughly a third plan to opt for it more in the coming year.

Preference for and Usage of Alternative Delivery Locations

(% of orders)

39%

36%

34%

30%

Preference

Usage

Auto parts purchasers have about one in three packages delivered to alternative locations; a significantly higher portion than non-purchasers.

Online parts buyers increased their overall percentage of purchases made online from 2016 to over 60% - signi cantly higher than non-purchasers. Parts buyers are also more likely to increase their shopping frequency over a wide range of devices.

Frequency of Purchases by Method (% of purchases)

Single Channel

Omni-Channel

44%

18%

Search Online, Search In-store, Buy Online Buy In-store

62% Single Channel Net

38%

60%

Purchase Online Net

Projected change of shopping frequency relative to last year

Desktop/laptop

Smartphone

Tablet

Physical Store

11%

** Versus 23% of online shoppers

25%

33% 33%**

When Shoppers Look for Return Policy

A higher percentage of auto parts purchasers than non-purchasers

review a retailer's return policy before making a purchase.

73%

Before Purchase (combined)***

*** Compared to 67% of other online shoppers

44%

Before

29%

Both

11%

I Don't

16%

A er

45%

A er Purchase (combined)

Auto parts purchasers have about one in three packages delivered to alternative locations; a significantly higher portion than non-purchasers. However, when the purchase is from a multi-channel

retailer, six in ten auto parts purchasers prefer to return an online purchase to a physical store.

Method Used to Return

82% Ship Back to Retailer****

**** Compared to 74% for other online shoppers

45% Returned to Physical Store

Top Reasons to Ship Back to Retailers

52%

It is easier to return online

42%

Return products have free shipping

40%

The retailer is an online only

store

The data summarized is based on the results of the 2017 Pulse of the Online ShopperTM Study, available at: insideretail ?2017 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are registered trademarks of United Parcel Service of America, Inc. All rights reserved. 01972348 10/17

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