Cover for Consumer Choice At The Checkout: How Online Shopping Experiences Build Customer Loyalty

Consumer Choice At The Checkout: How Online Shopping Experiences Build Customer Loyalty

What Online Merchants Get Right and Wrong at Checkout

Consumers aren’t thrilled about losing access to key checkout features — 63% of online merchants offered free shipping in Q2 2021 compared to 74% in Q1. PYMNTS’ Consumer Choice At The Checkout report, a collaboration with Checkout.com, draws on a survey of 2,139 U.S. consumers to examine what retailers are doing right and where they still miss the mark.

Inside the November Playbook

  • 55%: Share of consumers who say the inability to receive free shipping could cause them to switch online merchants
  • 67%: Portion of online shoppers who abandon their shopping carts before checkout but return to complete at least one abandoned purchase
  • 60%: Share of consumers who say the absence of a preferred payment method could cause them to change where they shop online

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