Now that you have boldly traveled through
the wormhole to expand your business in
other countries, there are some regional
buying behaviors you should understand
in order to be successful
TOP 3 PAYMENT METHODS
100
80
60
40
20
0
US
Mexico
Brazil
Argentina
Credit Card (e.g. Visa, MasterCard)
Debit Card
UK
Germany
PayPal
E-Wallet
France
Russia
Cash on Delivery
India
China
Japan
Bank Transfer
BUT EACH COUNTRY HAS ITS NUANCES...
United States
Brazil
China
Top three payment method preferences
84% utilize payment installments
48% utilize payment installments
credit
paypal
debit
66% prefer to use credit cards
Mexico and the US are the most
similar for payment preference
credit
Mexico
France
Japan
51% utilize payment installments
Credit cards are not available as
a payment method in France
78% prefer to use credit cards
credit
Mexico and the US are the most
similar for payment preferences
credit
63% use debit cards to
purchase online goods & services
debit
Argentina
Germany
India
76% utilize payment installments
52% prefer to use PayPal for
first time purchases
55% prefer to use cash on delivery
for first time purchases
paypal
58% prefer to use credit cards
49% wouldn't purchase from a website
that only accepts credit cards
credit
56% utilize payment installments
credit
debit
IF YOU ARE ONLY OFFERING ONLINE PAYMENT OPTIONS FOR YOUR GOODS AND
SERVICES, JAPAN MAY GIVE YOU THE BIGGEST CAUSE TO PAUSE…
Trust and familiarity are important across the board...but Japan is more likely than other
countries surveyed to NOT buy if offline options are not available; US appears more trusting of
online than other countries
60
40
20
0
US
Mexico
Brazil
Argentina
Yes - I would still purchase from the site
UK
Germany
France
Russia
Yes - but only if it is a trusted website
(e.g. local, known brand) or family/friend endorsement)
India
China
Japan
No - I would NOT make the purchase
...AND FOR GOOD CAUSE…
Japan has the highest
dissatisfaction rate of
international websites at
27% of consumers compared
to the global average of 13%
27%
WHEN CONSIDERING YOUR ONLINE SALES STRATEGY, CONSIDER WHAT
PRODUCTS AND SERVICES CONSUMERS ARE BUYING ONLINE...
Clothing & Accessories
Computers & Electronics
Physical Books & Magazines
Brazil
46%
China
79%
India
78%
Germany
40%
Japan
46%
India
62%
WHEN SETTING UP YOUR CUSTOMER SUPPORT STRATEGY IN YOUR NEW
MARKETS, BE PREPARED TO CHAT WITH CHINA…
Top 3 preferences per country: While majority prefer phone/email - China is most keen on chatting
online with customer service, while a few other countries dabble in online contact forms
80
60
40
20
0
US
Mexico
Phone
Email
Brazil
Online Chat
Argentina
UK
Germany
France
Russia
India
China
Japan
Online Contact Form
…BUT DON’T MAKE THEM WAIT…
Brazil
China
US
UK
60% stated that <3 minutes
is the acceptable wait time
62% stated that <3 minutes
is the acceptable wait time
65% are willing to wait
4-10 minutes
61% are willing to wait
4-10 minutes
Learn more about digital wormholes with our full report:
accenture.com/DigitalWormholes
Copyright © 2016 Accenture. All rights reserved.
Brazilian and Chinese consumers are the most impatient when waiting to speak to a customer
support agent, US and UK consumers are the most patient