
Ryder System, Inc. (NYSE: R) has unveiled its 10th annual e-commerce consumer study, a key indicator of U.S. online shoppers’ behaviors, preferences, and expectations. The 2024 report, titled “The Influence of Omnichannel Excellence on Consumer Behavior,” highlights factors influencing purchasing decisions, loyalty, and customer retention as consumers increasingly blend physical store visits with online shopping.
“The Influence of Omnichannel Excellence on Consumer Behavior”
For the complete 2024 study, “The Influence of Omnichannel Excellence on Consumer Behavior,” download it at Ryder’s 2024 E-commerce Consumer Study.
“Retail and e-commerce are constantly evolving,” states Jeff Wolpov, Senior Vice President of E-commerce at Ryder. “The rise of e-commerce and omnichannel fulfillment, especially in the past four years, has dramatically shifted consumer expectations and behavior. This study shows that while e-commerce remains strong, consumers are increasingly returning to in-store shopping. Retailers must adapt their omnichannel strategies to meet this evolving landscape.”
The study, which surveyed 1,306 U.S. consumers, examines their preferences, expectations, and behaviors regarding purchasing, omnichannel experiences, packaging, shipping, returns, and sustainability. The insights can help retailers optimize their omnichannel strategies.
Key Findings:
- In-Store Shopping Grows: While e-commerce remains robust, in-store shopping is experiencing a resurgence. In 2024, 61% of respondents reported shopping in-store because they enjoy the experience (e.g., trying items on, comparing products), a 21% increase from last year. Additionally, 35% shop in-store to avoid waiting for deliveries (+4%), and 15% do so to avoid package theft (+8%).
- Apparel & Cosmetics Shoppers Favor Stores: There’s a growing preference for purchasing apparel and cosmetics in-store. 41% of cosmetics shoppers prefer buying in-store, an increase of 9%. Similarly, 54% of apparel shoppers favor in-store shopping, also up 9%.
- Return Preferences Shift to In-Store: More consumers now prefer to return online purchases in-store. Fifty-five percent of respondents (+15%) favor Buy Online Return In-Store (BORIS) over returning via mail. Notably, 40% of shoppers make additional purchases when returning or picking up items in-store (+2%).
- Mobile Device Usage in Stores: Consumers rely heavily on mobile devices while shopping. This year, 77% of respondents search for items on their mobile phones while in-store, 69% compare prices, 58% check availability at other stores, 31% seek product information, and 17% check frequently purchased products.
“Omnichannel strength is not just a trend—it’s a critical strategy for retailers to remain competitive in 2024 and beyond,” adds Wolpov. “This year’s study highlights how integrating supply chain technology across sales channels allows retailers to offer personalized, convenient shopping experiences, ultimately boosting customer satisfaction.”
For more information on Ryder’s e-commerce and omnichannel fulfillment solutions, visit Ryder E-commerce Fulfillment.
About Ryder System, Inc.
Ryder System, Inc. (NYSE: R) is a leading logistics and transportation company offering supply chain, dedicated transportation, and fleet management solutions. Ryder provides a range of services, including e-commerce fulfillment, warehousing, last-mile delivery, professional drivers, and more to top brands in the U.S., Mexico, and Canada. Ryder operates nearly 300 warehouses, manages almost 250,000 commercial vehicles, and maintains a fleet at 760 service locations. The company is recognized for its technology-driven innovations, corporate responsibility, and diversity initiatives. Learn more at www.ryder.com.
Forward-Looking Statements:
This release contains “forward-looking statements” under the Federal Private Securities Litigation Reform Act of 1995, including expectations regarding market trends, e-commerce, and omnichannel fulfillment. These statements are based on current plans and expectations and are subject to risks and uncertainties. Ryder undertakes no obligation to update any forward-looking statements.