A February 2012 survey by ComScore investigated, how the shopping process for online retailers could be improved. Out of the Top 5 responses, 3 were related to shipping. On top of the list was a demand for free or discounted shipping, which 58% of respondents called for. The request was followed by easy returns and exchanges (42%), online package tracking capabilities (38%), product/brand availability (38%) and live customer service availability (36%).

Read the summary of the survey at http://www.emarketer.com/Article.aspx?R=1009117