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?
3.Approximately what percentage of your company's turnover comes from international eCommerce?
4.What products does your company (primarily) sell online?
5.To what extent is the content of your product catalog, and payments page, translated for local markets (tick where appropriate)
6.To what extent do you offer local payment methods to your international shoppers (tick where appropriate)?
7.How do you price your product catalogue for international markets?
8.Approximately what percentage of your international orders were returned in 2016?
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)
Marketplaces (eBay, Amazon, T-Mall)
Distributors/Franchises
Brick & mortar Stores
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
Localized digital marketing and new customer acquisition strategies
Merchandising online stores to match local buying patterns
Blending online/offline experience, to better deliver a 360° customer experience
Providing local payment) methods (eg Sofort, iDEAL, Cash on Delivery
Managing online fraud and fraud-related chargebacks
Calculating local Duties & Taxes to provide the shopper with a fully landed localised cost
Providing shoppers with local pricing and local currency
Providing delivery options to match local shopper expectations
11.Which of the following options do you currently provide when delivering to shoppers outside your domestic market?
12.Which of the following options do you currently provide when delivering to shoppers outside your domestic market?
13.Which of the following value added features do you currently provide when delivering to shoppers outside your domestic market?
14.Which of the following returns options do you currently provide to shoppers outside your domestic market?
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 work address
Delivery to a post office
Delivery to a relay point (shop)
Delivery to a parcel kiosk (automated locker)
Delivery to a neighbor, if shopper not at home
Delivery to a relay point or parcel kiosk specified by the shopper
The shopper can reroute the parcel to another point of delivery while the shipment is in transit
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
Track and trace
Electronic notification of delivery (email or SMS)
Insurance related to delivery
Cash on delivery
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 organizes a specific pick up of the return parcel
Shopper takes the return parcel back to one of your physical stores
Shopper can track return parcel all the way back to you
Shopper can return product immediately at the moment of delivery
Shopper's refund is issued once the returned item is scanned by the carrier or store associate
18.Which emerging technologies would you consider adding to your business to improve the shopping experience for your international shoppers? (tick as appropriate)
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.
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