Cross Border eCommerce Survey 1.0
1.
What is the name of your organization?
2.
What is your main area of focus within your organization?
eCommerce
Technology
Operations/Logistics
Finance
Marketing
Other (please specify)
3.
Approximately what percentage of your company's turnover comes from international eCommerce?
0% (no international eCommerce)
1-25%
Over 25%
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)
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
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
7.
How do you price your product catalogue for international markets?
Always in my currency
Always in the shoppers currency
Some Foreign Currencies
8.
Approximately what percentage of your international orders were returned in 2016?
<1%
1-25%
Above 25%
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)
Current
Planned
Decided against
Marketplaces (eBay, Amazon, T-Mall)
Current
Planned
Decided against
Distributors/Franchises
Current
Planned
Decided against
Brick & mortar Stores
Current
Planned
Decided against
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
Not a challenge
Slightly challenging
Somewhat challenging
Very challenging
Localized digital marketing
and new customer acquisition strategies
Not a challenge
Slightly challenging
Somewhat challenging
Very challenging
Merchandising
online stores to match local buying patterns
Not a challenge
Slightly challenging
Somewhat challenging
Very challenging
Blending online/offline
experience, to better deliver a 360° customer experience
Not a challenge
Slightly challenging
Somewhat challenging
Very challenging
Providing
local payment)
methods (eg Sofort, iDEAL, Cash on Delivery
Not a challenge
Slightly challenging
Somewhat challenging
Very challenging
Managing
online fraud
and fraud-related chargebacks
Not a challenge
Slightly challenging
Somewhat challenging
Very challenging
Calculating
local Duties & Taxes
to provide the shopper with a fully landed localised cost
Not a challenge
Slightly challenging
Somewhat challenging
Very challenging
Providing shoppers with
local pricing
and local currency
Not a challenge
Slightly challenging
Somewhat challenging
Very challenging
Providing
delivery options
to match local shopper expectations
Not a challenge
Slightly challenging
Somewhat challenging
Very challenging
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
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
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
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
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
Not at all important
Slightly unimportant
Somewhat important
Very important
Delivery to the shopper's work address
Not at all important
Slightly unimportant
Somewhat important
Very important
Delivery to a post office
Not at all important
Slightly unimportant
Somewhat important
Very important
Delivery to a relay point (shop)
Not at all important
Slightly unimportant
Somewhat important
Very important
Delivery to a parcel kiosk (automated locker)
Not at all important
Slightly unimportant
Somewhat important
Very important
Delivery to a neighbor, if shopper not at home
Not at all important
Slightly unimportant
Somewhat important
Very important
Delivery to a relay point or parcel kiosk specified by the shopper
Not at all important
Slightly unimportant
Somewhat important
Very important
The shopper can reroute the parcel to another point of delivery while the shipment is in transit
Not at all important
Slightly unimportant
Somewhat important
Very important
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
Not at all important
Slightly important
Somewhat important
Very important
Track and trace
Not at all important
Slightly important
Somewhat important
Very important
Electronic notification of delivery (email or SMS)
Not at all important
Slightly important
Somewhat important
Very important
Insurance related to delivery
Not at all important
Slightly important
Somewhat important
Very important
Cash on delivery
Not at all important
Slightly important
Somewhat important
Very important
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
Not important
Slightly important
Somewhat important
Very important
Shopper organizes a specific pick up of the return parcel
Not important
Slightly important
Somewhat important
Very important
Shopper takes the return parcel back to one of your physical stores
Not important
Slightly important
Somewhat important
Very important
Shopper can track return parcel all the way back to you
Not important
Slightly important
Somewhat important
Very important
Shopper can return product immediately at the moment of delivery
Not important
Slightly important
Somewhat important
Very important
Shopper's refund is issued once the returned item is scanned by the carrier or store associate
Not important
Slightly important
Somewhat important
Very important
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
19.
How do you currently measure your online customer experience? (e.g. Net Promoter Score)
20.
What are the top three things you would change to improve the shopping experience for your cross border shoppers?
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.
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