Study: 94% Of Aussies Want Improvements To Local E-Commerce

Study: 94% Of Aussies Want Improvements To Local E-Commerce

As Australian retailers continue to expand and improve their e-commerce service offerings, Aussies are becoming more confident in online shopping. However, new research has revealed further major improvements need to be made before consumers make the switch to shopping exclusively online.

Parcel delivery service CouriersPlease (CP) commissioned a survey of an independent, nationally representative panel of 1021 Australians who shopped at least three times in the last six months, to gauge what improvements retailers would need to make to attract consumers online rather than in store.

These improvements ranged from flexible delivery options to better return policies and sizing guides.

Screen Shot 2018-10-16 at 9.00.26 am

Three in four survey respondents (74 per cent) indicated they would expect retailers to offer free returns on all items to entice them to shop exclusively online. Some 65 per cent of shoppers believe retailers should also allow customers to return or swap any item, including sale items.

Many retailers still enforce the ‘no returns on sale items’ policy and don’t provide refunds for faulty items the retailer has already highlighted.

Further online shopping improvements that consumers want include better sizing guides and clearer product images on websites (both chosen by 57 per cent of respondents), and more flexible delivery options (44 per cent of respondents).

Surprisingly, only six per cent of Aussies are completely content with their online retail experience and believe nothing needs to change.

Fewer shoppers are concerned about online security and the need for better payment options – 33 and 24 per cent of shopper respondents, respectively, chose these options as a required improvement.

CP chief executive Mark McGinley said: “With more Aussies willing to take their shopping online, it’s important that retailers listen to their feedback and find ways to further enhance their e-commerce experience.

“Retailers need to make improvements which allows customers to comfortably complete their purchases online with the reassurance that they’re getting the same service and experience as they would in store – this may mean better sizing guides or the ability to return or exchange an item if it isn’t what they expected. 

“We believe a large part of the online shopping experience is flexible delivery options.”




Please login with linkedin to comment

CouriersPlease E-commerce

Latest News

The Mars Agency Announces Latest Findings Of Retail Media Report Card
  • Advertising

The Mars Agency Announces Latest Findings Of Retail Media Report Card

The Mars Agency has developed a scorecard that assesses the capabilities of leading platforms across key criteria required to optimally plan, execute, and measure effective retail media programs. The scorecard aims To help brands efficiently evaluate their spending options across retail media networks in Australia (and New Zealand). With spending on retail media advertising in […]

TV Ratings (27/03/2024): Jungle Members At War Over Concealed Lipstick
  • TV Ratings

TV Ratings (27/03/2024): Jungle Members At War Over Concealed Lipstick

A heated argument between two jungle members did the numbers for Ten last night, with I’m A Celeb obtaining a total national reach of 1,282,000. Fans were delighted as Candice Warner and influencer Skye Wheatley got into it over a stick of lipstick, leading Warner to dub the Instagram star “selfish.” Wheatley, best known for […]