ATLANTA, June 25, 2012 /PRNewswire/ -- Innotrac Corporation (NASDAQ: INOC), a best-of-breed commerce provider integrating digital technology, fulfillment, and contact center solutions to support global brands, today announced summary results of its latest SmartHub® eCommerce benchmark analysis, which was based on a sampling of orders placed in April of this year.
SmartHub® is Innotrac's research and strategy layer, providing clients and partners with consultative services, including end-to-end intelligence of the online retail purchase cycle. From the pre-order site experience all the way through the final steps of the returns process, Innotrac's 56-point methodology analyzes each important customer touch point, charting retailers on everything from the checkout experience, to evaluation of the packaging material used in shipment.
"Online retailers are faced with a constantly changing landscape," said Marsha Chulick, Vice President of Business Development at Innotrac. "There's been a lot of buzz over the last year around free shipping and free returns. With SmartHub®, we're able to evaluate the trends and give our clients the actual data regarding new policies they may be considering."
SmartHub® evaluated 100 leading U.S. e-retailers across six different product categories in April for its latest report, SmartHub® release 2.1. Among the findings:
- Nearly half of merchants surveyed charged between $6 - $11 for standard shipping, when free shipping offers or promotions did not apply.
- 86.74% of merchants surveyed promised delivery within 8 business days, with the bulk of that mix (68.38%) falling within the 4-7 day range; however, 83.5% of merchants were actually able to deliver within three days.
- Nearly 7 in 10 merchants require the customer to pay upfront for returns, thus putting the onus on the consumer to handle the details themselves despite heightened awareness of returns policies.
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