Report Into Aussies’ Ecommerce Habits Shows 35% Leave Before Buying Over Poor CX

Report Into Aussies’ Ecommerce Habits Shows 35% Leave Before Buying Over Poor CX
SHARE
THIS



Global ecommerce fraud protection leader ClearSale has released its annual report on trends in Australian and international online consumer attitudes and behaviours.

The report (which you can read HERE) illustrates the profound changes the pandemic has made to Australian and global ecommerce. It also offers focused insights on improving customer experience, fraud control processes, and building long-term customer relationships.

The State of Consumer Attitudes on Ecommerce, Fraud & CX 2021 report analyses insights collected from more than 1000 online shoppers each in Australia, the UK, Canada, the US, and Mexico, based on their ecommerce experiences from March 2020 to March 2021. ClearSale conducted the survey with the help of Dynata data and insights platform.

Among the key Australian ecommerce findings:

● The pandemic brought more consumers online. Some 11 per cent of the Australian consumers surveyed shopped online for the first time ever because of the pandemic.

● Younger Australian consumers do not like to pay with cards. Only 20 per cent of shoppers under the age of 55 have their credit card handy when they shop online.

● Older consumers don’t care as much about personalised experiences. Just 12 per cent of Australian shoppers aged 65 and older want to see product suggestions based on their shopping habits, a lower percentage than younger age groups.

● Checkout needs to be simpler for everyone. Some 35 per cent of online shoppers in Australia leave before buying if checkout is too complex or takes too long.

● False declines drive customers away for good. Meanwhile, 43 per cent of Australian ecommerce consumers will boycott a retailer after a false decline.

Together, the data in the report paints a picture of consumers with elevated expectations for ecommerce experiences and little patience for retailers who fail to meet those expectations. “This report shows that every ecommerce business needs to put themselves in the shoes of their customers,” said Rafael Lourenco, ClearSale EVP and partner. “Different customers want different things, but they all want a great customer experience. Every part of your business, including your fraud protection, needs to align with delivering personalised and excellent CX.”

The report also looks at which industries have been most successful at pivoting to ecommerce and which lag, covers current best practices for ecommerce brands, and discusses global trends that emerged from the survey data, including changes in online spending, cross-border shopping habits, and fraud and false decline experiences.

Overall, the data shows that “meeting customer preferences and expectations is the key to merchant success now,” said Ralph Kooi, Australia country manager at ClearSale. “Rather than competing on price, online retailers need to compete on experience, and that may require some adjustments to improve checkout, fraud prevention, and other elements of the customer journey.”

 

Please login with linkedin to comment

ClearSale

Latest News

Hardhat Lands Retail Pioneer Godfreys Account Following Tough Pitch
  • Marketing

Hardhat Lands Retail Pioneer Godfreys Account Following Tough Pitch

Following a competitive pitch, retail group Godfreys has announced the appointment of independent creative agency Hardhat. Following two years of growth, with the business now sitting at more than 150 stores and 3 million customers, Godfreys has set about transforming its retail stores to more accurately reflect the business’ category leadership and expertise. At the […]

Shine Awards 2021, Cruden Farm, Langwarrin,     Picture Yuri Kouzmin
  • Media

Rural Aussie Women Celebrated With The Announcement Of 2022 Shine Awards

Rural and regional women who have excelled in making their communities better places to live and work are set to be celebrated with the launch of the Shine Awards, a six-year partnership between rural and regional newspaper, The Weekly Times, and Harvey Norman. Readers are being asked to share their stories and nominate the unsung […]

OMA Adds Blue Tongue Outdoor, SureVision And Veridooh To Association
  • Media

OMA Adds Blue Tongue Outdoor, SureVision And Veridooh To Association

The Outdoor Media Association (OMA) has this month welcomed Blue Tongue Outdoor, SureVision and Veridooh as the latest companies to join the Association. Speaking about the three new members, Charmaine Moldrich, OMA CEO said: “We’re pleased to announce our continued expansion includes media owners, suppliers and adtech. Blue Tongue Outdoor is our first South Australia […]

Cheil And Samsung Pre-Empt Galaxy Z Flip4 And Fold4 Release With Melbourne Pop-Up
  • Campaigns

Cheil And Samsung Pre-Empt Galaxy Z Flip4 And Fold4 Release With Melbourne Pop-Up

Data-driven, CX agency Cheil has teamed up with Samsung Australia for the unveiling of Samsung’s latest Galaxy Z Series, the Galaxy Z Fold4 and Galaxy Z Flip4, at one of Australia’s busiest shopping centres, The GPT Group’s Melbourne Central. The ‘Unfold your world’ takeover, which consists of a 64sqm pop-up store in the center of […]

Nespresso Launches Australian StartCup Challenge With A Focus On Innovation
  • Campaigns

Nespresso Launches Australian StartCup Challenge With A Focus On Innovation

Nespresso is today calling for entries to the Australian StartCup Challenge, a new competition which supports and rewards innovative, circular business ideas. The challenge is open to pioneering start-ups and SMEs from any sector or industry to pitch their circular solutions for review by an expert jury and then via public vote for the chance […]

CarExpert Acquires PriceMyCar For $4 Million
  • Technology

CarExpert Acquires PriceMyCar For $4 Million

Australian new car website, CarExpert.com.au has today completed the strategic acquisition of PriceMyCar.com.au, accelerating the company from online publisher to new car marketplace. The acquisition is for 100 per cent of the business at a purchase price of $4 million. This is a mixture of an upfront payment with a two-year earn-out period which will […]

Crowe LLP Launches Volatile New Campaign Via Strawberry Frog
  • Campaigns

Crowe LLP Launches Volatile New Campaign Via Strawberry Frog

Crowe LLP, a public accounting, consulting and technology firm in the U.S. with offices around the world, has debuted a new integrated brand platform entitled “Embrace Volatility.” The campaign, which seeks to flip the perception that volatility is something to fear to something that creates opportunity, was developed by StrawberryFrog in its first project for […]

Optimizely Bags Strong Performer Result In Forrester Report
  • Marketing
  • Technology

Optimizely Bags Strong Performer Result In Forrester Report

Digital experience platform (DXP) provider Optimizely has announced it was named a Strong Performer in The Forrester WaveTM: Marketing Resource Management, Q3 2022. The report states that, “Welcome’s legacy in content marketing and editorial shines through in its ample content and people management offerings. And its superior innovation roadmap plans, to employ AI for content […]

Snapchat Drops New Features Exclusively For Paid Subscribers
  • Technology

Snapchat Drops New Features Exclusively For Paid Subscribers

Having racked up over 1 million paying subscribers since the release of Snapchat+, a paid subscription service complementing the communication app, Snapchat has announced a number of new features to further reward its user base. The newly added services include priority story replies, which highlights a users responses to Snap Stars; an option to show […]

YouTube Foodie How To Cook That Joins Jellysmack Creator Program
  • Media

YouTube Foodie How To Cook That Joins Jellysmack Creator Program

Global content creator company Jellysmack today announced the signing one of Australia’s top food creators, Ann Reardon (pictured) from How to Cook That, to its Creator Program. Food is one of Jellysmack’s most popular content verticals and its 100 culinary creator partners generated 20 billion views globally last year. This year alone, Jellysmack has added […]