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MasterCard Survey Finds Consumers Want Improved Online Shopping Experience


According to a recent MasterCard
(NYSE: MA – News) survey, U.S. consumers identified “entering payment, billing
and shipping information” as one of the main pain points of the online
shopping experience, topped only by not knowing how an item fits or
looks in-person.

Almost three-in-five (58 percent) of online shoppers indicated they
would prefer one place where their account information can be safely
stored and easily accessed to simplify the online check-out experience,
no matter where they are shopping online. The MasterCard-commissioned
online survey conducted by Harris Interactive included responses from
2,229 adults.

Consumers are becoming more confident in online shopping and more
interested in using their mobile devices for online shopping. Several
issues, though, are making the online and mobile shopping experience
frustrating for consumers, resulting in missed revenue opportunities for
merchants and retailers.

Other key findings from the survey include:

  • Among Americans who shop online, whether from a computer or mobile
    device, nearly one out of every four acknowledged abandoning their
    shopping carts at least once a month before completing their purchase;
  • 53 percent of U.S. adults with a mobile device say they shop online
    with their mobile device, but the same group indicated one of the
    biggest concerns is around security.

“Online and mobile shopping puts a host of new options at consumers’
fingertips, but the current checkout process needs improvement to fully
realize the potential of these important retail channels,” said Geoff
Iddison, Group Executive e-Commerce and Mobile, MasterCard Worldwide.
“The research shows that consumers want a simpler, faster way to enter
account information, so they can spend more time searching for exactly
what they want and less time filling out forms at checkout.”

Editor’s note: The online study was
conducted between April 4 and 9, 2012, commissioned by MasterCard and
conducted by Harris
. For full survey findings, please reach out to the below

Survey Methodology

This survey was conducted on behalf of MasterCard by Harris Interactive
between April 5-9, 2012 among U.S. residents age 18+ (n=2229). This
online survey is not based on a probability sample and therefore no
estimate of theoretical sampling error can be calculated. For a full
methodology, including weighting variables, please contact Brian Gendron
at MasterCard Worldwide (

About MasterCard Worldwide

MasterCard (NYSE: MA – News) is a global payments and technology company. It
operates the world’s fastest payments processing network, connecting
consumers, financial institutions, merchants, governments and businesses
in more than 210 countries and territories. MasterCard’s products and
solutions make everyday commerce activities – such as shopping,
traveling, running a business and managing finances – easier, more
secure and more efficient for everyone. Learn more at,
follow us on Twitter @mastercardnews or join
the conversation on The
Heart of Commerce Blog

About Harris Interactive

Harris Interactive is one of the world’s leading custom market research
firms, leveraging research, technology, and business acumen to transform
relevant insight into actionable foresight. Known widely for the Harris
Poll and for pioneering innovative research methodologies, Harris offers
expertise in a wide range of industries including healthcare,
technology, public affairs, energy, telecommunications, financial
services, insurance, media, retail, restaurant, and consumer package
goods. Serving clients in over 215 countries and territories through our
North American and European offices and a network of independent market
research firms, Harris specializes in delivering research solutions that
help us – and our clients – stay ahead of what’s next. For more
information, please visit

SOURCE: Harris Interactive

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