CP: Australian online returns need improvement

Australian delivery firm CouriersPlease (CP) has published research that shows that Australia shoppers find that “the online shopping experience is outpacing the instore experience”.

In a statement, CP said that 56% of the survey respondents said they spend more with a single online store compared with a single bricks and mortar store, and a further 23% spend the same amount across both channels.

CP added: “The online returns service, however, is lagging, with 30% of online shoppers admitting returns are the biggest headache in their online shopping experience.”

The survey further revealed that millennials are spending the most money online versus instore when compared with older generations, and this decreases with age. Seventy-one per cent of respondents in their 20s and 30s spend more in a single online store, compared with a single retail store. This figure decreases to 53% of those in their 40s, and 39% of over-50s spending more in a single online store. Only 21% of all respondents spend more instore than at a single online store.

While the survey indicated that Australia shoppers are buying more online – it also flagged up that “the returns process is the number one online shopping headache for 30% of all respondents”. The survey also showed that 29% think retailers should make the returns process easier, with 29% believing returns packaging should be provided, and 27% believing retailers should cover some of the cost of returns.

Hoy Yen Hooper, COO of CP, commented: “With online shopping now the norm, our survey results show retailers are tapping into consumer preferences and improving the online customer experience. 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 a network of “POPPoints” – with retail outlets and parcel lockers – where customers to pick up and drop off parcels.

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