UPS Automotive Study: Online Parts Shoppers More Patient, Expect Options

US 10/30/14

Atlanta, GA

  • 92% Comparison Shop Online
  • 76% Prefer to Return Online Parts Purchases In-store
  • 40% Of Automotive Parts Shoppers Are Women
  • Will Wait 4 Additional Days to Receive Free Shipping

The automotive aftermarket is in the midst of an unparalleled shift in how retailers interact with their customers. Once a safe-haven for brand loyal relationships, immediate access to seemingly limitless research and shopping options has significantly changed the behavior of automotive aftermarket parts consumers.

UPS's What's Driving the Automotive Parts Online Shopper™ study by comScore offers insights into the shopping experience that consumers are looking for as they increasingly turn to e-commerce for their auto parts and accessories.

"We identified five primary characteristics, or drivers, of online automotive parts shoppers. Understanding these expectations and behaviors can help automotive aftermarket parts sellers deliver a more positive and profitable customer experience," said Brian Littlefield, UPS automotive sector director of marketing. "As an industry, we need to raise the bar and provide automotive aftermarket customers with an exceptional buying experience. Many retailers are meeting these desires and benefiting from it, but there is additional progress the rest of the industry can make. That begins with truly understanding how customers are shopping."

Earlier this year, comScore asked 500 online automotive parts and accessory shoppers which factors led them to shop more on their computers, abandon shopping carts, and ship products to a store instead of their home. The five drivers the study reveals are: Distinct, Decisive, Dedicated, Diligent and Diverse.

Some of the characteristics of these five drivers include:

  • There are two Distinct groups, Replacement and Upgrade buyers. Replacement buyers are highly focused and typically know what they're looking for. Upgrade buyers are more likely to be power shoppers, who make nine online purchases in a typical three month period.
  • Decisive shoppers rarely return items, but when they do 76% prefer to return their online parts purchases to a store.
  • A Dedicated commitment by waiting up to eight days to receive their online purchases.
  • Automotive parts customers are Diligent, with 92% comparison shopping online and 75% leaving a website to pursue other purchasing options.
  • A Diverse customer base includes 40% who are women.

To download a copy of the report, media executive summary and infographic, please visit: What's Driving the Automotive Parts Online Shopper.

Want to know how you can Fine Tune Your Business? Stop by the UPS booth #30221 at the SEMA Show Nov. 4-7. 

To learn more about UPS's automotive solutions, visit UPS Autogistics®.

About UPS

UPS (NYSE: UPS) is a global leader in logistics, offering a broad range of solutions including transporting packages and freight; facilitating international trade, and deploying advanced technology to more efficiently manage the world of business. Headquartered in Atlanta, UPS serves more than 220 countries and territories worldwide. UPS was awarded America’s Best Customer Service company for Shipping and Delivery services by Newsweek magazine; Fortune magazine’s Most Valuable Brand in Transportation; and top rankings on the JUST 100 list for social responsibility, the Dow Jones Sustainability World Index, and the Harris Poll Reputation Quotient, among other prestigious rankings and awards. The company can be found on the web at or and its corporate blog can be found at The company’s sustainability eNewsletter, UPS Horizons, can be found at . To get UPS news direct, follow @UPS_News on Twitter.


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