Survey indicates while customers find online shopping more convenient, returns still a major problem for many
There is good news for the e-commerce sector as a new study reveals that up to 56 per cent 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 per cent 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.
Although Australians are buying more online, 64 per cent respondents admitted returning their purchase, out of which 74 per cent were those in their 20s while 57 per cent over 50.
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.
“CP has implemented a growing network of conveniently located POPPoints (retail outlets and parcel lockers) allowing customers to pick up and drop off parcels when and where it suits them.
“Our soon to be launched parcel returns package is the latest innovation in CP’s constantly evolving range of e-commerce solutions.
“By offering customers more flexible choices such as dropping off parcels to convenient locations, retailers can provide a hassle-free returns system.”
Visit CouriersPlease website for more details.