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 2 most important attributes
when it comes to shipping and delivery:
DETAILED, ACCURATE
SHIPPING COSTS
PRIOR TO PAYMENT
ESTIMATED
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% WEBSI
T
E
32% PHONEOR
FA X
32 IN-PERS
O
N
27% EMAI
L
How customers research industrial supplies purchases
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
