Cross Border eCommerce Survey 1.0

Question Title

* 1. What is the name of your organization?

Question Title

* 2. What is your main area of focus within your organization?

eCommerce

Technology

Operations/Logistics

Finance

Marketing

Other (please specify)

Question Title

* 3. Approximately what percentage of your company's turnover comes from international eCommerce?

0% (no international eCommerce)

1-25%

Over 25%

Question Title

* 4. What products does your company (primarily) sell online?

Clothes, shoes, accessories, or jewelry

Electronic equipment and household appliances (incl. computer, phone, camera)

Cosmetics, personal care, medicines etc.

Other (please specify)

Question Title

* 5. To what extent is the content of your product catalog, and payments page, translated for local markets (tick where appropriate)

Fully translated

Partially translated product catalog and checkout

Not translated - English language only

Question Title

* 6. To what extent do you offer local payment methods to your international shoppers (tick where appropriate)?

Credit and debit card only

Credit, debit card, AMEX and Paypal

Credit, debit card, AMEX, Paypal, plus alternative payment methods e.g. Alipay, Sofort, Klarna etc

Question Title

* 7. How do you price your product catalogue for international markets?

Always in my currency

Always in the shoppers currency

Some Foreign Currencies

Question Title

* 8. Approximately what percentage of your international orders were returned in 2016?

<1%

1-25%

Above 25%

Question Title

* 9. What are your current and planned channels to reach international shoppers in overseas markets (tick where appropriate)?

	Current	Planned	Decided against
Own website (Direct to consumer)	Own website (Direct to consumer) Current	Own website (Direct to consumer) Planned	Own website (Direct to consumer) Decided against
Marketplaces (eBay, Amazon, T-Mall)	Marketplaces (eBay, Amazon, T-Mall) Current	Marketplaces (eBay, Amazon, T-Mall) Planned	Marketplaces (eBay, Amazon, T-Mall) Decided against
Distributors/Franchises	Distributors/Franchises Current	Distributors/Franchises Planned	Distributors/Franchises Decided against
Brick & mortar Stores	Brick & mortar Stores Current	Brick & mortar Stores Planned	Brick & mortar Stores Decided against

Question Title

* 10. How challenging do you find the following issues, in growing online sales in international markets?

	Not a challenge	Slightly challenging	Somewhat challenging	Very challenging
Speed of launching online stores in new markets	Speed of launching online stores in new markets Not a challenge	Speed of launching online stores in new markets Slightly challenging	Speed of launching online stores in new markets Somewhat challenging	Speed of launching online stores in new markets Very challenging
Localized digital marketing and new customer acquisition strategies	Localized digital marketing and new customer acquisition strategies Not a challenge	Localized digital marketing and new customer acquisition strategies Slightly challenging	Localized digital marketing and new customer acquisition strategies Somewhat challenging	Localized digital marketing and new customer acquisition strategies Very challenging
Merchandising online stores to match local buying patterns	Merchandising online stores to match local buying patterns Not a challenge	Merchandising online stores to match local buying patterns Slightly challenging	Merchandising online stores to match local buying patterns Somewhat challenging	Merchandising online stores to match local buying patterns Very challenging
Blending online/offline experience, to better deliver a 360° customer experience	Blending online/offline experience, to better deliver a 360° customer experience Not a challenge	Blending online/offline experience, to better deliver a 360° customer experience Slightly challenging	Blending online/offline experience, to better deliver a 360° customer experience Somewhat challenging	Blending online/offline experience, to better deliver a 360° customer experience Very challenging
Providing local payment) methods (eg Sofort, iDEAL, Cash on Delivery	Providing local payment) methods (eg Sofort, iDEAL, Cash on Delivery Not a challenge	Providing local payment) methods (eg Sofort, iDEAL, Cash on Delivery Slightly challenging	Providing local payment) methods (eg Sofort, iDEAL, Cash on Delivery Somewhat challenging	Providing local payment) methods (eg Sofort, iDEAL, Cash on Delivery Very challenging
Managing online fraud and fraud-related chargebacks	Managing online fraud and fraud-related chargebacks Not a challenge	Managing online fraud and fraud-related chargebacks Slightly challenging	Managing online fraud and fraud-related chargebacks Somewhat challenging	Managing online fraud and fraud-related chargebacks Very challenging
Calculating local Duties & Taxes to provide the shopper with a fully landed localised cost	Calculating local Duties & Taxes to provide the shopper with a fully landed localised cost Not a challenge	Calculating local Duties & Taxes to provide the shopper with a fully landed localised cost Slightly challenging	Calculating local Duties & Taxes to provide the shopper with a fully landed localised cost Somewhat challenging	Calculating local Duties & Taxes to provide the shopper with a fully landed localised cost Very challenging
Providing shoppers with local pricing and local currency	Providing shoppers with local pricing and local currency Not a challenge	Providing shoppers with local pricing and local currency Slightly challenging	Providing shoppers with local pricing and local currency Somewhat challenging	Providing shoppers with local pricing and local currency Very challenging
Providing delivery options to match local shopper expectations	Providing delivery options to match local shopper expectations Not a challenge	Providing delivery options to match local shopper expectations Slightly challenging	Providing delivery options to match local shopper expectations Somewhat challenging	Providing delivery options to match local shopper expectations Very challenging

Question Title

* 11. Which of the following options do you currently provide when delivering to shoppers outside your domestic market?

Express delivery (time or day definite service e.g. next day 11am)

Next day delivery (not express)

Delivery within 2-4 days

Delivery within a pre-defined time slot

Evening delivery

Weekend delivery

Question Title

* 12. Which of the following options do you currently provide when delivering to shoppers outside your domestic market?

Delivery to shopper's home address

Delivery to shopper's work address

Delivery to a post office

Delivery to a relay point (e.g. a supermarket or retail shop)

Delivery to a parcel kiosk (automated locker)

Delivery to a relay point or parcel kiosk selected by the shopper

Delivery to a neighbor if the shopper is not at home at the time of delivery attempt

Option for the shopper to re-route the parcel to another delivery point while the shipment is still in transit

Question Title

* 13. Which of the following value added features do you currently provide when delivering to shoppers outside your domestic market?

Express delivery for example with e.g. DHL, FedEx, UPS etc)

Track and trace

Electronic notification of delivery (email or SMS)

Insurance related to delivery

Cash on delivery

Question Title

* 14. Which of the following returns options do you currently provide to shoppers outside your domestic market?

Shopper takes return parcel to collection point (e.g. post office or relay point)

Shopper organizes a pick-up of the return parcel with the delivery operator

Shopper takes return parcel to one of your shops

Shopper can track return parcel all the way back to you

Shopper can return parcel immediately at the moment of delivery

Question Title

* 15. How important to your business do you consider the following features of delivery services?

	Not at all important	Slightly unimportant	Somewhat important	Very important
Delivery to the shopper's home address	Delivery to the shopper's home address Not at all important	Delivery to the shopper's home address Slightly unimportant	Delivery to the shopper's home address Somewhat important	Delivery to the shopper's home address Very important
Delivery to the shopper's work address	Delivery to the shopper's work address Not at all important	Delivery to the shopper's work address Slightly unimportant	Delivery to the shopper's work address Somewhat important	Delivery to the shopper's work address Very important
Delivery to a post office	Delivery to a post office Not at all important	Delivery to a post office Slightly unimportant	Delivery to a post office Somewhat important	Delivery to a post office Very important
Delivery to a relay point (shop)	Delivery to a relay point (shop) Not at all important	Delivery to a relay point (shop) Slightly unimportant	Delivery to a relay point (shop) Somewhat important	Delivery to a relay point (shop) Very important
Delivery to a parcel kiosk (automated locker)	Delivery to a parcel kiosk (automated locker) Not at all important	Delivery to a parcel kiosk (automated locker) Slightly unimportant	Delivery to a parcel kiosk (automated locker) Somewhat important	Delivery to a parcel kiosk (automated locker) Very important
Delivery to a neighbor, if shopper not at home	Delivery to a neighbor, if shopper not at home Not at all important	Delivery to a neighbor, if shopper not at home Slightly unimportant	Delivery to a neighbor, if shopper not at home Somewhat important	Delivery to a neighbor, if shopper not at home Very important
Delivery to a relay point or parcel kiosk specified by the shopper	Delivery to a relay point or parcel kiosk specified by the shopper Not at all important	Delivery to a relay point or parcel kiosk specified by the shopper Slightly unimportant	Delivery to a relay point or parcel kiosk specified by the shopper Somewhat important	Delivery to a relay point or parcel kiosk specified by the shopper Very important
The shopper can reroute the parcel to another point of delivery while the shipment is in transit	The shopper can reroute the parcel to another point of delivery while the shipment is in transit Not at all important	The shopper can reroute the parcel to another point of delivery while the shipment is in transit Slightly unimportant	The shopper can reroute the parcel to another point of delivery while the shipment is in transit Somewhat important	The shopper can reroute the parcel to another point of delivery while the shipment is in transit Very important

Question Title

* 16. How important to your business do you consider the following features of delivery services?

	Not at all important	Slightly important	Somewhat important	Very important
Express delivery by courier e.g. UPS, TNT, DHL, FedEx	Express delivery by courier e.g. UPS, TNT, DHL, FedEx Not at all important	Express delivery by courier e.g. UPS, TNT, DHL, FedEx Slightly important	Express delivery by courier e.g. UPS, TNT, DHL, FedEx Somewhat important	Express delivery by courier e.g. UPS, TNT, DHL, FedEx Very important
Track and trace	Track and trace Not at all important	Track and trace Slightly important	Track and trace Somewhat important	Track and trace Very important
Electronic notification of delivery (email or SMS)	Electronic notification of delivery (email or SMS) Not at all important	Electronic notification of delivery (email or SMS) Slightly important	Electronic notification of delivery (email or SMS) Somewhat important	Electronic notification of delivery (email or SMS) Very important
Insurance related to delivery	Insurance related to delivery Not at all important	Insurance related to delivery Slightly important	Insurance related to delivery Somewhat important	Insurance related to delivery Very important
Cash on delivery	Cash on delivery Not at all important	Cash on delivery Slightly important	Cash on delivery Somewhat important	Cash on delivery Very important

Question Title

* 17. How important to your business do you consider the following features of delivery services?

	Not important	Slightly important	Somewhat important	Very important
Shopper takes return parcel to a post office / collection point	Shopper takes return parcel to a post office / collection point Not important	Shopper takes return parcel to a post office / collection point Slightly important	Shopper takes return parcel to a post office / collection point Somewhat important	Shopper takes return parcel to a post office / collection point Very important
Shopper organizes a specific pick up of the return parcel	Shopper organizes a specific pick up of the return parcel Not important	Shopper organizes a specific pick up of the return parcel Slightly important	Shopper organizes a specific pick up of the return parcel Somewhat important	Shopper organizes a specific pick up of the return parcel Very important
Shopper takes the return parcel back to one of your physical stores	Shopper takes the return parcel back to one of your physical stores Not important	Shopper takes the return parcel back to one of your physical stores Slightly important	Shopper takes the return parcel back to one of your physical stores Somewhat important	Shopper takes the return parcel back to one of your physical stores Very important
Shopper can track return parcel all the way back to you	Shopper can track return parcel all the way back to you Not important	Shopper can track return parcel all the way back to you Slightly important	Shopper can track return parcel all the way back to you Somewhat important	Shopper can track return parcel all the way back to you Very important
Shopper can return product immediately at the moment of delivery	Shopper can return product immediately at the moment of delivery Not important	Shopper can return product immediately at the moment of delivery Slightly important	Shopper can return product immediately at the moment of delivery Somewhat important	Shopper can return product immediately at the moment of delivery Very important
Shopper's refund is issued once the returned item is scanned by the carrier or store associate	Shopper's refund is issued once the returned item is scanned by the carrier or store associate Not important	Shopper's refund is issued once the returned item is scanned by the carrier or store associate Slightly important	Shopper's refund is issued once the returned item is scanned by the carrier or store associate Somewhat important	Shopper's refund is issued once the returned item is scanned by the carrier or store associate Very important

Question Title

* 18. Which emerging technologies would you consider adding to your business to improve the shopping experience for your international shoppers? (tick as appropriate)

Buy online / Pick up instore

Buy online / Return instore

90 minute or timed delivery for online purchases using local store inventory

Drone delivery

The facility to browse and purchase items on your social platform

Machine learning / Artificial intelligence to manage your merchandising

Chatbots for your customer support

Gamification of your checkout

Home try-on service - Shopper hands back to carrier what they don't want to buy

Virtual Reality (VR) for online shopping to replicate instore experiences and product selection

Question Title

* 19. How do you currently measure your online customer experience? (e.g. Net Promoter Score)

Question Title

* 20. What are the top three things you would change to improve the shopping experience for your cross border shoppers?

Question Title

* 21. From time to time we will look for opinions and feedback from our subscriber list. Please tick the box below to let us know if you wish to participate in future market research.

Yes, I am happy to participate in future market research undertaken by eShopWorld

No, I only wish to participate in this survey this one time.

100% of survey complete.