When shopping at grocers and online retailers, consumers rate different shopping features as most important, but a large portion say the ability to use their preferred payment method is something they want.
This capability is ranked #1 or #2 among these shoppers’ “wants,” according to “Satisfaction in the Age of E-Commerce,” a PYMNTS and Riskified collaboration based on a survey of 2,153 U.S. consumers.
Get the report: Satisfaction in the age of e-commerce
When shopping with grocers online, consumers consider the most important shopping features to be curbside pickup, an easy and always-on online experience, and same day delivery. These online features were cited as the most important by 25%, 18% and 14% of consumers respectively.
When buying from online retailers, they consider the most important shopping features to be an easy online experience that works all the time, expedited shipping option, and product description and reviews. These online features were cited as the most important by 27%, 11% and 11% respectively.
Few consumers say the ability to use their preferred payment method is most important, but many say they want the ability.
While only 7% of consumers say this is most important when shopping at online grocers, 40% said they want it.
Of the 15 online shopping features included in the survey, the ability to use their preferred payment method is the one that the largest share of online grocery shoppers say is something they want, but not as important.
Five percent of consumers say the ability to use their preferred payment method is most important when shopping with online retailers, but 45% said they want it.
These shoppers ranked this shopping feature second, with only the ability to track purchase history across all channels being cited by more consumers as something they want but isn’t as important.
Buy now, pay later (BNPL) was cited as most important by about 2% of both groups of shoppers, and as something they want by 9% of online grocery shoppers and 8% of shoppers online retail.