Pitney Bowes Releases Order Experience Index to Help Direct-to-Consumer Retailers Navigate Post-Pandemic Market

Data and insights on each step of an ecommerce order, from checkout to returns

Pitney Bowes Inc. (NYSE: PBI), a global shipping and mailing company that provides technology, logistics, and financial services, has released its comprehensive 2022 Order Experience Index , a compilation of data and insights on each step in the customer journey of an ecommerce order, from checkout to returns. The Index is a guide for direct-to-consumer (DTC) retailers as they adapt to volatile macroeconomic factors and post-pandemic shifts in consumer preferences.

This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20230321005701/en/

"While the word ‘unprecedented' was appropriate for the market changes we saw over the last couple of years, it would be a mistake to label the year ahead as a ‘return' to pre-pandemic behaviors," said Vijay Ramachandran, Vice President, Enablement and Experience at Pitney Bowes Global Ecommerce . "Ecommerce brands are coming to terms with a new market landscape where delivery speed and free returns aren't the same drivers they once were. As we explore in our latest Order Experience Index—a benchmark sample of insights we share with our clients everyday—consumers have new expectations that may upend many of the pandemic-fueled investments retailers made over the last few years."

The Index contains takeaways from BOXpoll market surveys and BOXscore shopping benchmarks to analyze the current state of ecommerce and offer actionable insights for direct-to-consumer retailers to use to develop new strategies for the evolving landscape ahead. Key findings and trends include:

Consumers' definition of convenience is shifting, driving new considerations for retailers as they rethink checkout and delivery experiences.

Shipping doesn't necessarily need to be "fast," but rather, predictable. The average consumer defines "fast" shipping as more than three days—a number that has grown as the market has recovered from pandemic restrictions.
62% of consumers say an accurate estimated delivery date is more important than fast shipping.
"Convenience" is the number one reason consumers cite for picking online shopping over in-store, with 49% selecting convenience over better prices, broader selection and getting their items delivered faster.

Retailers must strike a balance between a memorable and sustainable unboxing experience.

More than 1 in 3 consumers (38%) are sustainability shoppers (those who seek or buy products based on environmentally friendly features). Nearly half (47-48%) of younger, more affluent consumers, as well as parents and urbanites, fall into this category.
Consumers (54%) deem easy-to-reuse packaging the most helpful way for retailers to make order packaging more sustainable.

Retailers must rethink returns strategies, considering a convenient returns experience while keeping costs low.

Retailers report that returns cost an average of 21% of order value.
Meanwhile, 70% are actively working on lowering returns transportation and processing costs.

Though international inflation and a strong US dollar have dampened demand for US exports, retailers have several opportunities to win back cross-border customers with a positive order experience.

Cross-border cart abandonment rose year-over-year.
Common reasons for cross-border cart abandonment in 2022 included not wanting to risk paying import duties at package pick-up and taxes as well as a lack of localization.

The 2022 Order Experience Index can be downloaded here . Learning from both consumer behaviors and larger shipping trends, retailers can also anticipate the release of Pitney Bowes' forthcoming 2022 Shipping Index, releasing on March 28, which takes a close look at the state of the shipping industry in the US with a detailed analysis of the vertical, including details of parcel volume, carrier revenue, and market share.

Methodology

BOXpoll by Pitney Bowes, part of the BOXtools insights platform, is a weekly survey on current events, culture and ecommerce logistics. Morning Consult conducts weekly consumer polls on behalf of Pitney Bowes among a national sample of more than 2,000 online shoppers. Visit www.pitneybowes.com/boxpoll for the latest BOXpoll findings.

BOXscore , a customer experience benchmarking platform by Pitney Bowes, uses crowdsourced mystery shopping data to provide retailers with insights into their ecommerce logistics.

About Pitney Bowes

Pitney Bowes (NYSE:PBI) is a global shipping and mailing company that provides technology, logistics, and financial services to more than 90 percent of the Fortune 500. Small business, retail, enterprise, and government clients around the world rely on Pitney Bowes to remove the complexity of sending mail and parcels. For the latest news, corporate announcements and financial results visit https://www.pitneybowes.com/us/newsroom.html . For additional information visit Pitney Bowes at www.pitneybowes.com .

View source version on businesswire.com: https://www.businesswire.com/news/home/20230321005701/en/

Brett Cody, Pitney Bowes
T: 203-218-1187
E: Brett.Cody@pb.com

News Provided by Business Wire via QuoteMedia

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Sample #	Easting (m)	Northing (m)	SiO₂ (%)	Al₂O₃ (%)	CaO (%)	Fe₂O₃ (%)	MgO (%)	P₂O₅(%)	TiO₂(%)	B (ppm)
299516	509114	5685249	99.41	0.11	0.02	0.39	0.01	<0.01	<0.01	6
299517	509193	5685166	98.84	0.14	0.01	0.23	0.02	<0.01	<0.01	8
299518	509314	5685171	99.20	0.10	0.01	0.25	0.02	<0.01	0.01	10
299519	509350	5685151	98.26	0.12	0.01	0.35	0.01	<0.01	0.01	15
299520	509369	5685129	99.20	0.13	0.01	0.21	<0.01	<0.01	0.03	16
299521	509395	5685107	99.17	0.15	0.01	0.27	0.02	<0.01	0.01	8
299522	509418	5685094	98.78	0.23	0.02	0.26	0.01	<0.01	0.01	12
299523	509442	5685075	98.59	0.14	0.02	0.26	<0.01	0.01	0.01	12
299524	509450	5685043	99.74	0.07	0.01	0.30	0.01	0.01	0.01	6
299525	509471	5685019	98.58	0.04	0.01	0.36	0.01	0.01	0.01	7
299526	509482	5684990	99.25	0.14	0.02	0.27	0.04	0.01	0.01	7
299527	509500	5684961	99.66	0.16	0.02	0.31	0.02	0.01	0.01	7
299528	509515	5684938	99.21	0.14	0.01	0.32	0.02	0.01	0.01	7
299529	509538	5684911	99.13	0.11	0.01	0.27	0.03	0.01	0.01	21
299530	509561	5684862	98.18	0.25	0.01	0.31	0.03	0.01	0.01	7
299531	509598	5684823	98.93	0.27	0.02	0.36	0.03	0.01	0.01	7
299532	509583	5684759	98.99	0.09	0.01	0.30	<0.01	0.01	0.01	7
299533	509619	5684743	98.72	0.16	0.01	0.35	0.02	0.01	0.01	14
299534	509641	5684726	98.18	0.30	0.01	0.33	0.04	0.01	0.02	15
299535	509712	5684697	99.41	0.13	0.01	0.30	0.02	0.01	0.01	7
299536	509736	5684685	99.27	0.11	0.01	0.33	0.02	0.01	0.01	7
299537	509764	5684670	98.58	0.13	0.02	0.36	0.03	0.01	0.02	8
299548	509306	5685510	99.32	0.14	0.01	0.29	0.01	0.01	0.01	18
299560	509476	5685127	98.99	0.13	0.01	0.32	0.03	0.01	0.02	27
299561	509472	5685107	99.01	0.05	0.01	0.32	0.01	0.01	<0.01	18
299562	509457	5685115	98.74	0.15	0.01	0.26	0.01	0.01	0.02	28
299563	509439	5685112	98.35	0.20	0.02	0.34	0.02	0.01	0.01	27
299564	509459	5685092	99.20	0.09	0.01	0.32	<0.01	0.01	0.01	21
299565	509487	5685107	99.49	0.09	0.01	0.28	0.03	0.01	0.02	28
299566	509490	5685083	98.48	0.25	0.02	0.35	0.01	0.01	0.01	26
299567	509503	5685071	99.03	0.11	0.02	0.34	0.02	0.01	<0.01	21
299568	509477	5685067	99.16	0.10	0.01	0.30	<0.01	0.01	<0.01	18
299569	509478	5685044	98.68	0.10	0.01	0.32	0.03	0.01	<0.01	20
299570	509506	5685041	98.46	0.43	0.02	0.32	0.06	0.01	0.01	29
299571	509523	5685054	98.81	0.13	0.01	0.31	0.03	0.01	0.01	22
299572	509382	5685160	98.42	0.09	0.01	0.29	0.01	0.01	0.01	23
299573	509397	5685160	98.92	0.11	0.01	0.36	<0.01	0.01	<0.01	18
299574	509406	5685142	99.12	0.09	0.01	0.30	0.02	0.01	<0.01	17
299575	509409	5685120	98.56	0.14	0.01	0.37	<0.01	0.01	<0.01	21
299581	509357	5685172	98.84	0.08	0.02	0.32	<0.01	0.01	0.01	18
299582	509429	5685142	98.87	0.15	0.01	0.29	<0.01	0.01	0.02	8
299583	509446	5685146	98.25	0.33	0.02	0.33	0.03	0.01	0.03	17
299584	509455	5685145	99.49	0.11	0.02	0.27	<0.01	0.01	0.01	5
299585	509473	5685142	98.66	0.08	0.01	0.36	<0.01	0.01	<0.01	6
299586	509493	5685133	98.52	0.05	0.01	0.29	<0.01	0.01	<0.01	<5

Sample #	Easting (m)	Northing (m)	SiO₂ (%)	Al₂O₃ (%)	CaO (%)	Fe₂O₃ (%)	MgO (%)	P₂O₅(%)	TiO₂(%)	B (ppm)
248351	511603	5682006	98.60	0.28	0.08	0.25	0.04	0.01	0.01	15
248352	511563	5681948	99.45	0.15	0.02	0.22	0.02	0.01	<0.01	6
248353	511552	5681948	99.01	0.19	0.03	0.29	0.04	0.01	0.01	9
248354	511551	5681951	99.09	0.11	0.02	0.22	0.03	0.01	0.01	6
248355	511530	5681940	98.74	0.09	0.02	0.23	<0.01	0.01	<0.01	6
248356	511522	5681942	98.82	0.08	0.01	0.31	<0.01	0.01	<0.01	<5
248357	511512	5681951	98.31	0.09	0.01	0.24	0.01	0.01	0.01	5
248358	511485	5681948	98.14	0.13	0.28	0.32	0.03	0.01	0.01	8
248359	511461	5681935	99.49	0.11	0.02	0.30	0.02	0.01	<0.01	10
248360	511436	5681932	99.06	0.03	0.05	0.25	0.01	0.02	<0.01	5
248361	511444	5681918	99.42	0.07	0.01	0.29	0.02	0.01	<0.01	6
248362	511440	5681942	97.83	0.32	0.73	0.36	0.03	0.03	0.01	8
248364	511374	5682002	98.43	0.09	0.43	0.36	<0.01	0.16	<0.01	<5

Sample #	Easting (m)	Northing (m)	SiO₂ (%)	Al₂O₃ (%)	CaO (%)	Fe₂O₃ (%)	MgO (%)	P₂O₅(%)	TiO₂(%)	B (ppm)
248384	513642	5680350	98.22	0.37	0.21	0.41	0.14	0.02	0.03	27
248385	513671	5680320	95.82	0.57	0.69	0.51	0.52	0.02	0.03	30
248386	513685	5680313	97.77	0.48	0.05	0.37	0.05	0.01	0.03	30
248387	513708	5680285	98.90	0.36	0.02	0.35	0.04	<0.01	0.03	30
248388	513735	5680261	98.11	0.32	0.03	0.31	0.04	<0.01	0.03	35
248389	513748	5680244	98.05	0.49	0.03	0.30	0.03	<0.01	0.01	28
248390	513654	5680223	98.91	0.13	0.01	0.27	0.04	<0.01	0.01	29
248391	513627	5680208	98.74	0.09	0.02	0.30	0.02	<0.01	0.02	27
248392	513600	5680217	99.52	0.06	0.02	0.32	0.03	<0.01	0.01	23
248393	513564	5680220	96.98	1.04	0.05	0.33	0.07	0.03	0.07	41
248394	513592	5680259	98.91	0.30	0.13	0.35	0.13	<0.01	0.02	31
248395	513390	5680466	99.26	0.11	0.02	0.35	0.03	<0.01	0.01	25
248396	513367	5680495	98.81	0.12	0.07	0.34	0.04	<0.01	0.01	25
248397	513332	5680531	99.25	0.08	0.02	0.37	0.01	<0.01	0.01	26
248398	513301	5680539	99.08	0.15	0.21	0.33	0.04	<0.01	0.01	27
248399	513283	5680559	98.76	0.07	0.09	0.36	0.02	<0.01	0.01	22
248400	513263	5680602	98.77	0.08	0.01	0.29	<0.01	<0.01	0.01	24
299501	513231	5680636	98.14	0.15	0.02	0.41	0.02	<0.01	0.01	26
299502	513188	5680660	99.05	0.20	0.02	0.27	<0.01	<0.01	0.01	27
299503	513160	5680700	99.07	0.16	0.02	0.31	0.02	<0.01	0.01	27
299504	513133	5680705	98.85	0.13	0.02	0.26	0.01	<0.01	0.01	26
299508	513834	5679986	98.68	0.15	0.03	0.26	0.02	<0.01	0.01	21
299509	513876	5679941	98.88	0.23	0.03	0.27	0.04	<0.01	0.03	34
299510	513904	5679907	99.08	0.05	0.02	0.29	<0.01	<0.01	0.01	11
299511	513968	5679864	99.82	0.15	0.02	0.27	0.02	<0.01	0.01	23
299512	514023	5679832	99.21	0.12	0.02	0.29	0.03	<0.01	0.03	10
299513	514070	5679980	97.08	1.11	0.02	0.75	0.09	0.01	0.05	18
299514	514081	5680011	96.66	1.27	0.02	0.43	0.05	0.01	0.07	26
299515	514075	5680039	98.58	0.26	0.07	0.45	0.07	0.01	0.03	14

Channel	From (m)	To (m)	Interval (m)	SiO₂ (%)	Al₂O₃ (%)	CaO (%)	Fe₂O₃ (%)	MgO (%)	P₂O₅(%)	TiO₂(%)	B (ppm)
TM1	0.00	4.74	4.74	98.83	0.15	0.01	0.30	0.01	0.01	0.01	24
TM2	0.00	5.80	5.80	98.88	0.10	0.01	0.33	0.01	0.01	0.01	10
5.80	6.30	0.50	Overburden
6.30	8.83	2.53	98.90	0.10	0.01	0.30	0.01	0.01	0.02	7
8.83	9.38	0.55	Overburden
9.38	13.0	3.62	99.21	0.09	<0.01	0.35	0.01	0.01	0.02	11
TM3	0.00	7.60	7.60	99.03	0.11	<0.01	0.32	0.01	0.01	0.02	7
7.60	10.20	2.60	Overburden
10.20	11.00	0.80	99.08	0.11	<0.01	0.27	0.01	0.01	0.02	6
11.00	11.90	0.90	Overburden
11.90	18.00	6.10	98.79	0.11	<0.01	0.29	<0.01	0.01	0.02	10
TM4	0.00	5.22	5.22	99.09	0.09	<0.01	0.33	<0.01	0.01	0.02	12
TM5	0.00	3.80	3.80	98.82	0.15	<0.01	0.29	<0.01	0.01	0.04	15
3.80	4.50	0.70	Overburden
4.50	7.00	2.50	98.85	0.12	<0.01	0.31	0.02	0.01	0.02	20
7.00	10.20	3.20	Overburden
10.20	12.00	1.80	98.77	0.09	<0.01	0.34	0.01	<0.01	0.01	12
12.00	13.00	1.00	Overburden
13.00	17.50	4.50	98.30	0.15	0.09	0.34	0.02	<0.01	0.01	13
17.50	20.10	2.60	Overburden
20.10	33.20	13.10	98.81	0.11	<0.01	0.31	0.01	<0.01	0.01	9

Pitney Bowes Releases Order Experience Index to Help Direct-to-Consumer Retailers Navigate Post-Pandemic Market

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