Aussies not satisfied with online shopping experience

According to new research.

Free returns, clearer product images and more flexible delivery options are just some of the improvements that would need to be made for Australian consumers to make the switch to shopping exclusively online, according to new research.

CouriersPlease (CP) commissioned a survey of 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.

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

Further online shopping improvements that consumers want include better sizing guides and clearer product images on websites (both chosen by 57% of respondents), and more flexible delivery options (44% of respondents). Only 6% of Aussies are completely content with their online retail experience and believe nothing needs to change.

CP CEO, 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.

“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.”


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