Study shows on­line spend­ing on the rise

Australian Transport News - - Contents -

Aus­tralian shop­pers are spend­ing more in a sin­gle on­line store com­pared to a sin­gle phys­i­cal store

THERE IS GOOD NEWS for the e- com­merce sec­tor as a new study re­veals that up to 56 per cent of Aus­tralian shop­pers are spend­ing more in a sin­gle on­line store com­pared to a sin­gle phys­i­cal store.

One of the most com­mon com­plaints of on­line buy­ers is the process of on­line re­turns ser­vice, with as many as 30 per cent ad­mit­ting goods re­turn was a “big headache”.

The data is part of Couri­er­sPlease (CP’s) in­de­pen­dent sur­vey that sought feed­back from 1000 Aus­tralian adults who had shopped on­line at least three in the last six months.

It was found that mil­len­ni­als – those cur­rently in their 20s and 30s – spend more money shop­ping on­line com­pared with peo­ple in older age groups, with over 70 per cent mil­len­nial re­spon­dents spend­ing more in a sin­gle on­line store com­pared with a sin­gle re­tail store.

The fig­ure de­creased to 53 per­cent of those in their 40s, and 39 per cent of over- 50s spend­ing more in a sin­gle on­line store.

Only 21 per cent of all re­spon­dents spend more in a phys­i­cal store than at a sin­gle on­line store.

The study re­veals that shop­pers be­lieve the goods re­turn process is the “num­ber one on­line shop­ping headache for 30 per cent of all re­spon­dents”.

Up to 29 per cent of re­spon­dents said they wanted the re­turns process to be made eas­ier, with 29 per cent want­ing re­turn pack­ag­ing to be pro­vided at the time of pur­chase, and 27 per cent say­ing re­tail­ers should cover some of the cost of re­turn.

“With on­line shop­ping now the norm, our sur­vey re­sults show re­tail­ers are tap­ping into con­sumer pref­er­ences and im­prov­ing the on­line cus­tomer ex­pe­ri­ence,” Couri­er­sPlease COO Hoy Yen Hooper says.

“How­ever, con­sumer ex­pec­ta­tions around de­liv­ery and re­turns are chang­ing, and re­tail­ers need to keep up with these pref­er­ences to be able to of­fer a high- qual­ity, full- cir­cle ser­vice that also in­cludes a re­li­able and seam­less process for shop­pers to re­turn un­wanted and un­suit­able goods.”

Hoy Yen Hooper

Newspapers in English

Newspapers from Australia

© PressReader. All rights reserved.