Published on July 22, 2014
In late 2013, UPS collaborated with the research firm TNS to survey 1,501 industrial supplies purchasers to develop a broad view of the industrial buyers’ market. The resulting UPS B2B Purchasing Insights Study provided unique insights into customer perceptions and preferences as they relate to purchasing industrial parts and supplies. 34% Have purchased online outside of their existing supply base 67% 69% 93% feel their vendors’ online experience is as good or better than the consumer sites they use say either most or all of their suppliers offer ordering through their websites of all surveyed buyers think the ability to order on a supplier’s website is either very or extremely important 68% 40% 52% 47% 43% Sales rep 29% 28% Whitepapers The 2most important attributes when it comes to shipping and delivery: DETAILED, ACCURATE SHIPPING COSTS PRIOR TO PAYMENT ESTIMATED DELIVERY DATE PRIOR TO PAYMENT MAKE IT EASIER TO FINDTHE PRODUCTS I’M LOOKING FOR SHOW REAL-TIME PRODUCT AVAILABILITY SHOW SHIPPING COST BEFORE MAKING PURCHASE IMPROVE SITE NAVIGATION SHOW ESTIMATED DELIVERY DATE WHEN PURCHASING 53% 37% 37% 35% 34% 53% 37% 40% Pre-printed shipping labels included with original delivery Can return online using the industrial supplier’s website Can speak directly with customer service regarding return For more information on the 2014 UPS B2B Purchasing Insights Study, download the complete whitepaper at ups.com/insights © 2014 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are registered trademarks of United Parcel Service of America, Inc. All rights reserved. 01972075 4/14 40% WE BSITE 3 2% PHON EORFAX 32% IN-P ERSON 27% E MAIL How customers research industrial supplies purchases Supplier website Search engine Catalogue User reviews Trade reviews How suppliers’ websites could improve Preferred methods for purchasing Top 3 measures that could improve returns processes 2014 Industrial Supply Purchasing Insights 37% 37% 50% 87% 48% 85% Very Important Extremely Important
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