DHL Online Shopper Survey 2023

If you’re involved in e-commerce, there’s no substitute for really knowing your customers – especially if you’re selling cross-border. The better you know them, the better you can target your products, your service and your marketing.

That’s why DHL eCommerce Solutions has produced the second Online Shopper Survey. This exclusive 2023 report is an invaluable insight into how shoppers in different countries think and behave when shopping online. While it’s important for you to gather as much knowledge about your current customers as possible, the report is an even bigger benefit if you’re thinking about selling in new markets and are choosing which countries to expand into. 
Alongside the Global Online Shopper Survey, the European Online Shopper Survey 2023 is also available, with online shoppers in 10 European countries surveyed.

What you’ll find in the Online Shopper Survey 

DHL eCommerce Solutions surveyed over 11,500 active online shoppers from 23 countries across the globe, covering all six major global markets: Europe, North America, Latin America (LATAM), the Middle East and North Africa (MENA), Sub-Saharan Africa (SSA), and Asia Pacific and China (APAC). Countries ranged from Argentina to the United Arab Emirates (UAE).

The shoppers were asked about a wide range of subjects, from their cross-border buying behavior to their attitudes to delivery and returns, to their views on sustainability. Their answers reveal the truth about their expectations of their current online shopping experience and what they want from it in the future. You’ll find it very interesting how these differ from country to country.

Growth in online shopping, both domestic and cross-border, is accelerating across the world. As it grows, customer expectations are changing and new trends are emerging. Below are 10 overall findings we’ve highlighted from the report.











These are just a taster. Read the full report and you’ll find lots more interesting facts and stats, especially on how behaviors, attitudes and priorities vary between countries.

Turning stats into tips

Of course, current facts and statistics are useful to know in themselves, but even more beneficial is some expert advice on what to do, as a result of that new knowledge. So, throughout the Online Shopper Survey 2023, you’ll find tips from our e-commerce experts on changes you could make to take advantage of these findings.

These tips can range from adjustments to your webstore to the payment options you offer to delivery and return options. And of course, these recommendations can also be adjusted according to which countries you’re selling in.

Get the Online Shopper Survey 2023 right now

Know your current and future customers better and reap the business benefits, with the Global Online Shopper Survey or the European Shopper Survey – or both.

Read the surveys here