AUSTIN,
Texas, Oct. 28, 2024 /PRNewswire/ -- New research
from AfterShip and Ipsos reveals that trust and security are
significant factors influencing how consumers shop online,
especially on social commerce platforms like TikTok Shop and
Instagram Shopping.
AfterShip's Shopper Sentiment Report aims to help retailers and
eCommerce merchants understand and adapt to evolving consumer
habits and expectations, particularly in the context of emerging
platforms. This year's inaugural report explores consumer behavior
and preferences using social commerce, which integrates shopping
directly within social media platforms.
Results show that 79% of Americans use social media weekly, with
63% finding social commerce platforms excellent for inspiration and
ideas.
When making purchases, however, shoppers still prefer more
established channels:
- 76% browse social commerce platforms but buy through a
retailer's website, primarily due to trust and security concerns
(41%).
- Over half (52%) don't trust social media platforms, but say
they would use social commerce if the platforms felt more
trustworthy (44%) and secure (28%).
"To build a sense of trust, retailers need to provide a
transparent post-purchase process," says Arinze Okonkwo, Head of Customer Success at
AfterShip. "Regular tracking updates and a clear returns policy
create strong customer experiences and encourage repeat
purchases."
But despite trust issues, younger generations are actively
embracing social commerce:
- One-third (34%) of 18- to 34-year-olds shop on social media
weekly, and 65% are likely to continue shopping on social media
platforms in the future.
- This likelihood is almost half (49%) for 35- to
54-year-olds.
"Shoppers browse online for trends, so authentic reviews,
detailed descriptions, and personalized product recommendations
help them visualize how products fit their lifestyle," says
Okonkwo. "Our research suggests retailers should leverage their
social presence to build trust and showcase products. Social
commerce is an evolving part of eCommerce, and we're all learning
as we go."
For the full report, please visit this link.
Methodology
These findings are from an Ipsos poll of n = 1000 Americans aged
18+, conducted online via Ipsos' proprietary panel. The research
was in field from September 18 to 20,
2024. Quotas and weights were used to ensure that the sample
reflects the US population according to census parameters. The
accuracy of Ipsos online polls is measured using a credibility
interval. The results are considered accurate to within +/- 4
percentage points, 19 times out of 20.
About AfterShip
AfterShip's customer experience platform sparks loyalty
and engagement for global eCommerce brands and retailers. With a
full suite of all-in-one solutions—including shipment tracking,
personalized product discovery, and returns management—AfterShip's
software has among the most robust API in the industry.
Recognized as a Retail Technology Power Player by Business
Insider, AfterShip integrates with 1,1000+ carriers
worldwide, empowering over 17,000+ retailers and Fortune 500
companies to drive revenue, reduce operational costs, and
improve CX.
Learn more at aftership.com.
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SOURCE AfterShip