ChannelAdvisor Announces 2021 E-Commerce Consumer Survey Results

Over 1,000 Australian consumers provide brands and retailers with actionable insights into when, where, and how they shop online

MELBOURNE, Australia, Nov. 10, 2021 /PRNewswire/ -- ChannelAdvisor Corporation (NYSE: ECOM), a leading provider of cloud-based e-commerce solutions, today released the results of its newest consumer survey, which gauged the shopping behaviours of over 1,000 respondents in Australia, ranging from 18-65+ years old. The nationwide survey results, fielded by Dynata, offer brands and retailers actionable insights as the upcoming holiday season kicks into gear.

Survey participants provided a broad view of how their product searching, researching and buying have changed in response to the pandemic and whether they will continue to embrace shopping options, such as "click and collect" and same-day delivery. Additionally, these consumers shared their reasons for abandoning a purchase — invaluable information for e-commerce brands and retailers during the busiest shopping season of the year.

"The survey results are clear: consumers aren't buying products and interacting with companies the way they did before 2020," explained Mike Shapaker, CMO of ChannelAdvisor. "Consumers want convenience at each stage of the buying journey — from research to sale. Brands and retailers need to shift their focus to their consumers' demands. Ahead of peak season, they'll need to reimagine and reinforce e-commerce strategies to take advantage of these permanent changes, as their competitors will soon begin doing the same." 

Some of the recent survey's key findings include:

Consumers Will Continue Shopping Online Post-Pandemic

• 49% of survey respondents in Australia predict they will shop online in the future more than before the pandemic
• 33% of survey participants predict they will shop for groceries online in the future more often than before the pandemic

Consumers Will Opt for Online Holiday Shopping

• 36% of surveyed consumers plan to do more holiday shopping online this year
• 42% of survey respondents plan to use "buy online, pick up in-store" (or curbside) options this holiday season
• 7% of survey participants say they plan to do less holiday shopping online in 2021

How the Pandemic has Affected Online Consumer Shopping Behaviour

• 37% of survey participants have bought items online that they hadn't purchased before the pandemic
• 55% of respondents are shopping online more frequently than before the pandemic
• 33% of surveyed consumers have more confidence in buying online than they did before the pandemic

Consumer Reasons for Abandoning Online Purchases

• Out of stock - 61%
• Price could be better elsewhere or become lower in the future - 46%
• Negative reviews - 35%
• Unclear product information - 32%
• Unclear product images - 26%
• Too few reviews - 17%

Biggest Influences on Consumer Online Buying Decisions

• Price - 79%
• Availability - 55%
• Reviews - 44%
• Delivery speed - 42%
• Brand name - 35%
• Payment options - 35%
• Flexibility of delivery time - 22%

Consumer Behaviour When Choosing a Product Online

• When the surveyed respondents go online to buy products, they begin their product search on:
• Search engine - 37%
• A brand website - 23%
• Marketplaces or retailer sites - 35%
• Social media sites - 6%

Younger Consumers Will Use Social Media for Product Research and Discovery

• In the past 12 months, 64% of 18 to 25-year-olds have researched products on Instagram
• 67% of 26 to 35-year-olds have researched products on Facebook during the same time period
• 60% of 18 to 25-year-olds have "discovered" products they've purchased on social media sites in the past 12 months

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About ChannelAdvisor

ChannelAdvisor (NYSE: ECOM) is a leading multichannel commerce platform whose mission is to connect and optimise the world's commerce. For over two decades, ChannelAdvisor has helped brands and retailers worldwide improve their online performance by expanding sales channels, connecting with consumers across the entire buying cycle, optimising their operations for peak performance, and providing actionable analytics to improve competitiveness. Thousands of customers depend on ChannelAdvisor to securely power their e-commerce operations on channels such as Amazon, eBay, Lazada, Google, Facebook, and hundreds more. For more information visit www.channeladvisor.com.au.  

ChannelAdvisor Media Contact:Helen de SouzaSenior Marketing Manager, APACChannelAdvisorhelen.desouza@channeladvisor.com+61 3 9034 3412

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