Daily Bulletin

Business News

  • Written by Suka Junin


Research reveals the changes retailers need to make to attract more online shoppers

 

  • 3 in 4 (74%) shoppers need free returns to incentivise them to do all their shopping online
  • 65% want to be able to return or swap sale and faulty items
  • 57% require better sizing guides and clearer images online
  • Only 6% believe nothing needs to change in the online retail experience

 

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

 

Leading 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.

 

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. 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 6 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 CEO, Mark McGinley, says: “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. CP helps retailers make the online shopping experience smoother for consumers with our large network of POPStations and POPShops, where you can collect and return parcels more securely outside normal business hours, seven days a week. Alternatively, you can authorise for your neighbour to accept your parcel on your behalf or provide Authority to Leave your parcel at the original delivery address, in a safe place in case you’re not home to receive it.”

 

Improvements retailers would need to make for consumers to buy exclusively online

Proportion of shoppers who want this improvement

Free returns on all items

74%

All products to be able to be returned/swapped (including sale items)

65%

Better sizing guides

57%

Products needs to be shown more clearly on the retailer website

57%

More flexible delivery options (i.e. after hours, delivery to parcel delivery point)

44%

Online sites need to offer better security

33%

Product showrooms would need to be available to see and touch

32%

Better payment processes

24%

Nothing needs to change in the online retail experience

6%

 

 

 

 

 

 

 

 

 

 

 

 

 

Tips To Ensure The Best B2B Ecommerce Customer Experience

The B2B ecommerce space offers an incredible array of opportunities. It is has registered growth at more than double the size of B2C ecommerce. These tips will help you greatly in improving your cu...

News Company - avatar News Company

Multi-channel Ecommerce And Its Unparalleled Benefits

With severe competition within the ecommerce industry nowadays, exercising measures for expansion has become crucial. When you’re planning to dive into areas of growing your business into a full-fle...

News Company - avatar News Company

Top 5 Reasons Businesses Are Shifting From Magento To Shopify

Although building an online business has been made simpler by the extensive use of the internet, maintaining its success is a journey rather than a destination. It involves critical decisions made a...

News Company - avatar News Company

Deliveroo appoints Laura Huddle as Head of Commercial in Australia

Leading online food platform Deliveroo has appointed Laura Huddle as Head of Commercial in Australia, as the platform continues to invest in building a strong and experienced local leadership team...

Sinead Harding - avatar Sinead Harding

The Most Successful Start-Ups in Australia

The future looks bright for Australia’s start-up sector. Cities like Sydney, Melbourne and Perth are beginning to be recognized as most popular Australian start-up hubs. More and more companies are ...

News Company - avatar News Company

Three important challenges small businesses face and how to fix them

Running a business can be hard, and sometimes, it can be harder than you think when first entering into this otherwise unknown world. Because of this, many small businesses in Australia are afrai...

News Company - avatar News Company


The Conversation

Politics

Prime Minister on the Alan Jones Show

ALAN JONES: Prime Minister, good morning.    PRIME MINISTER: Good morning Alan, how are you? Good to hear you back on the air.   JONES: Thank you. Thank you very much. Can I just - there's a lot...

Alan Jones - avatar Alan Jones

The Greens side with activists, not farmers

The Greens’ Agriculture Spokesperson, Senator Janet Rice, today made some disgraceful comments in relation to the Government’s tough new penalties for keyboard warriors who incite activists to inv...

Senator Bridget McKenzie - avatar Senator Bridget McKenzie

Scott Morrison interview with Alan Jones - 2GB

ALAN JONES: The Prime Minister's on the line from Melbourne, Prime Minister good morning. PRIME MINISTER: Good morning Alan ALAN JONES:  thank you for your time. I wish we had three hours but look...

Alan Jones - avatar Alan Jones

Travel

DEAL: Kids stay and eat for FREE these school holidays!

Take these school holidays to the next level with the ultimate family escape at PARKROYAL Darling Harbour. What’s more, kids under 12 years of age, can stay and eat for FREE! ...

Liana Gardy - avatar Liana Gardy

How to Book a Hotel for Your Vietnam Trip

Finding a travel destination may turn out to be challenging at times. You may have a long bucket list, which leaves you spoilt for choice on where to visit first. Going through travel blogs and site...

News Company - avatar News Company

New Allianz data reveals the ‘forgotten’ European countries attracting Australian travellers this winter

FROM SPAIN TO THE UKRAINE - THE SURPRISE EUROPEAN DESTINATIONS BOOMING WITH AUSSIE TOURISTS Australian travellers are seeking new destinations beyond the Mediterranean when it comes to European...

Media Release - avatar Media Release

ShowPo