UPS Pulse of the Online Shopper

UPS Pulse of the Online Shopper Tech savvy shoppers transforming retail U.S. Study June 8, 2016

State of the U.S. Online Retail Economy Q1 2016 Data sourced from comscore s global panel of 2 million Internet users 2 Million Person Panel 360 View of Person Behavior PERSON-Centric Panel with WEBSITE-Census Measurement Online & Offline Buying Web Visiting & Search Behavior Online Advertising Exposure PANEL CENSUS Transactions Advertising Effectiveness Media & Video Consumption PANEL Mobile Internet Usage & Behavior Demographics, Lifestyles & Attitudes Unified Digital Measurement (UDM) Patent-Pending Methodology 1 Million Domains Participating Adopted by 90% of Top 100 U.S. Media Properties Plus 40 Million TV Set Top Boxes for 3-Screen Measurement V0411 comscore, Inc. Proprietary. 2

In terms of discretionary spending, m-commerce growth is still far outpacing e-commerce & bricks-and-mortar Q1 2016 Y/Y Retail Spending Growth by Channel +40% +4% +11% Total Discretionary Retail e-commerce m-commerce Source: Dept. of Commerce, comscore e-commerce & m-commerce Measurement comscore, Inc. Proprietary. 3

By Q1 2016, Total Digital Commerce had grown to account for more than 1 in every 6 discretionary dollars spent by consumers 17% 16% 15% 14% 13% 12% 11% 10% 9% 8% 7% 6% 5% 4% 3% 2% 1% 0% Desktop & Mobile Digital Commerce Share of Corresponding Consumer Spending* Q1 2016 saw a 16.5% share, the highest ever Digital Commerce Share (desktop+mobile) e-commerce Share (desktop) 14.9% (Q1 15) 12.6% (Q1 15) 16.5% Q1 16 13.4% Q1 16 Source: comscore e-commerce / m-commerce & U.S. Department of Commerce (DOC) for Retail *Note: e-commerce share is shown as a percent of DOC s Total Retail Sales excluding Food Service & Drinking, Food & Bev. Stores, Motor Vehicles & Parts, Gasoline Stations and Health & Personal Care Stores. comscore, Inc. Proprietary. 4

Billions ($) Overtaking Computer Hardware, Apparel & Accessories has established itself as the #1 category, driven in part by growing consumer comfort and easier returns $20 Digital Commerce Sales by Category: Apparel & Accessories vs. Computer Hardware $18 $17.2 $16 $14 $12 $10 $8 Computer Hardware $9.2 $9.1 $9.9 $8.4 $8.4 $13.5 $12.3 $10.2 $10.0 $9.9 $10.0 $11.3 $8.4 $15.9 $15.0 $12.4 $11.8 $11.1 $11.0 $11.8 $10.1 $16.0 $14.0 $12.5 $6 $7.1 Apparel & Accessories $4 $2 $0 Q1 2013 Q2 2013 Q3 2013 Q4 2013 Q1 2014 Q2 2014 Q3 2014 Q4 2014 Q1 2015 Q2 2015 Q3 2015 Q4 2015 Q1 2016 Source: comscore e-commerce & m-commerce Measurement comscore, Inc. Proprietary. 5

Price-based incentives attract consumers to digital commerce. Free shipping peaks in the holiday and back-to-school shopping seasons but throughout the year still accounts for the majority of online buying. Percentage of e-commerce Transactions with Free Shipping Source: comscore e-commerce Measurement Percent of Respondents Selecting Each Factor as Most Important for Online Shopping Source: comscore Custom Surveys 75% 70% 65% 60% 55% 50% 45% 40% 35% 65% 58% 69% 69% 62% Q1 2015 Q2 2015 Q3 2015 Q4 2015 Q1 2016 3% 3% 4% 4% 4% 4% 4% 4% 4% 3% 4% 4% 6% 8% 6% 7% 6% 8% 10% 9% 13% 14% 13% 14% 13% 12% 11% 13% 11% 11% 31% 26% 25% 28% 28% 28% 28% 22% 22% 24% 49% 53% 52% 45% 50% 49% 51% 53% 53% 52% Q4 2013 Q1 2014 Q2 2014 Free shipping No sales tax In store pickup Q3 2014 Q4 2014 Q1 2015 Q2 2015 Q3 2015 Q4 2015 Q1 2016 Exclusive online deals Fast shipping Q. Among the services/factors listed below which can be provided by online retailers, please rate them on a scale of 1-5, where 1 is the most important factor to you, and 5 is the least important. comscore, Inc. Proprietary. 6

In Q1 2016, mobile app visits to the retail category finally surpassed mobile web visits. Desktop visits, however, saw a slight decline in growth MULTI-PLATFORM 40.0B +28% Y/Y MOBILE 26.6B +54% Y/Y DESKTOP 13.5B -3% Y/Y MOBILE APP 13.4B +70% Y/Y MOBILE WEB 13.2B +40% Y/Y Source: comscore Custom Solutions, U.S., Q1 2016 *Due to the 2016 leap year, Q1 2016 had one more calendar day than Q1 2015. comscore, Inc. Proprietary. 7

KEY TAKEAWAYS 1 Improving consumer sentiment leads to strong Q1 2016, with Total Digital Commerce growing +16% Y/Y Total Digital Commerce achieved its highest % share of consumer discretionary spending ever at 16.5%, while mobile continues to grow its share of digital at 18.6% Desktop sales were back in double digit growth territory (+11%) for the first time since 2014, but mobile still drove much of the growth at +40% 2 Mobile commerce growth is driving gains in the top growing product categories Lower price points and basket complexity are key drivers to buying on mobile Apparel maintains its lead on Computers as the largest online retail category, while CPG has eyes on massive digital growth opportunity 3 Mobile apps are playing an increasingly important role in online retail, surpassing mobile browser visits in Q1 Mobile visits grew upwards of +50% Y/Y, while desktop had a slight decline in total retail visits Amazon has a massive leadership position, and limited app real estate tends to favor the biggest retailers comscore, Inc. Proprietary. 8

UPS Pulse of the Online Shopper Study Methodology For the fifth year, UPS developed this study with comscore Chicago-based consultancy, the e-tailing group, inc., also contributed to development and recommendations Input was collected from 5,330 qualified comscore panelists in January and February, 2016 Shoppers had to have made at least 2 online purchases in a typical 3-month period Shopping frequency dictated classifications: 2016 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved. 9

Digital fuels future growth 2016 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved. 10

Smartphones are the driving force in shopping 2016 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved. 11

Cross-channel purchases growing 2016 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved. 12

Millennial Marvels more likely to leverage technology to shop smart 2016 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved. 13

Product searches usually don t start with search engines 2016 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved. 15

Showrooms without inventory visited by one in six shoppers 2016 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved. 16

Apps popular for gathering information 2016 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved. 17

Stores continue to play a major role even among avid online shoppers 2016 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved. 18

Smartphones in-store payments still low but seeing traction 2016 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved. 20

Social media influence on shopping grows 2016 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved. 21

Product selection is important 2016 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved. 22

Shoppers are looking for choice, control and convenience 2016 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved. 23

Offer choices to shoppers as two-day delivery expectations go mainstream 2016 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved. 24

Preference for alternate delivery locations continues to grow 2016 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved. 25

Store returns drive repurchase 2016 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved. 26

Five things to remember 3 Key Takeaways 2016 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved. 27

Five things to remember Do you need a mobile app? Shoppers are there already www.longitudes.ups.com https://longitudes.ups.com/the-smartphone-is-changing-retailing-for-good 2016 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved. 28

Five things to remember Keep an eye on social media/ messaging apps. Its day is coming. 2016 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved. 29

Five things to remember Watch the fundamentals. Delivery, communication and returns should be flawless. 2016 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved. 30

Five things to remember Get the study at ups.com/insideretail Gian Fulgoni, Co-Founder & Chairman, comscore Bala Ganesh, Senior Director, UPS Strategy 2016 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved. 31