MasterCard Survey Finds Consumers Want Improved Online Shopping Experience

PURCHASE, N.Y.--(BUSINESS WIRE)--According to a recent MasterCard (NYSE: MA) survey, U.S. consumers identified “entering payment, billing and shipping information” as one of the main pain points of the online shopping experience, topped only by not knowing how an item fits or looks in-person.

“The research shows that consumers want a simpler, faster way to enter account information, so they can spend more time searching for exactly what they want and less time filling out forms at checkout.”

Almost three-in-five (58 percent) of online shoppers indicated they would prefer one place where their account information can be safely stored and easily accessed to simplify the online check-out experience, no matter where they are shopping online. The MasterCard-commissioned online survey conducted by Harris Interactive included responses from 2,229 adults.

Consumers are becoming more confident in online shopping and more interested in using their mobile devices for online shopping. Several issues, though, are making the online and mobile shopping experience frustrating for consumers, resulting in missed revenue opportunities for merchants and retailers.

Other key findings from the survey include:

Among Americans who shop online, whether from a computer or mobile device, nearly one out of every four acknowledged abandoning their shopping carts at least once a month before completing their purchase; and,
53 percent of U.S. adults with a mobile device say they shop online with their mobile device, but the same group indicated one of the biggest concerns is around security.

“Online and mobile shopping puts a host of new options at consumers’ fingertips, but the current checkout process needs improvement to fully realize the potential of these important retail channels,” said Geoff Iddison, Group Executive e-Commerce and Mobile, MasterCard Worldwide. “The research shows that consumers want a simpler, faster way to enter account information, so they can spend more time searching for exactly what they want and less time filling out forms at checkout.”

Editor’s note: The online study was conducted between April 4 and 9, 2012, commissioned by MasterCard and conducted by Harris Interactive. For full survey findings, please reach out to the below contacts.

Survey Methodology

This survey was conducted on behalf of MasterCard by Harris Interactive between April 5-9, 2012 among U.S. residents age 18+ (n=2229). This online survey is not based on a probability sample and therefore no estimate of theoretical sampling error can be calculated. For a full methodology, including weighting variables, please contact Brian Gendron at MasterCard Worldwide (brian_gendron@mastercard.com).

About MasterCard Worldwide

MasterCard (NYSE: MA) is a global payments and technology company. It operates the world’s fastest payments processing network, connecting consumers, financial institutions, merchants, governments and businesses in more than 210 countries and territories. MasterCard’s products and solutions make everyday commerce activities - such as shopping, traveling, running a business and managing finances - easier, more secure and more efficient for everyone. Learn more at www.mastercard.com, follow us on Twitter @mastercardnews or join the conversation on The Heart of Commerce Blog.

About Harris Interactive

Harris Interactive is one of the world's leading custom market research firms, leveraging research, technology, and business acumen to transform relevant insight into actionable foresight. Known widely for the Harris Poll and for pioneering innovative research methodologies, Harris offers expertise in a wide range of industries including healthcare, technology, public affairs, energy, telecommunications, financial services, insurance, media, retail, restaurant, and consumer package goods. Serving clients in over 215 countries and territories through our North American and European offices and a network of independent market research firms, Harris specializes in delivering research solutions that help us - and our clients - stay ahead of what's next. For more information, please visit www.harrisinteractive.com .

SOURCE: Harris Interactive