- 8 September 2020
- Transport / Logistics Services
A nationally representative survey by Australian pick-up/drop-off (PUDO) network Hubbed shows that as many as 65% of Australians say they will shop more online in the next 12 months.
Among the 1,010 shoppers surveyed, in the next 12 months 34% would shop more online than in-store than they did during lockdown. Meanwhile 31% said they would shop more online than they did before lockdown.
Looking at the demographics, the younger they are the more likely this will be. Some 45% of 18-50 year olds will shop more online more than during lockdown as against 19% of over-50s. Compared to before lockdown, 61% of 18-50s will shop more online in the next year than prior.
Though this is generally good news for online retailers, these must respond to increased demand and a change in customer expectations. State governments’ COVID Safe restrictions have in turn impacted both speed and ability of deliveries. This is reflected in the cart abandonment rates – 88% of online shopping orders were abandoned at check-out, mainly because of delivery options or costs.
CEO and Founder of Hubbed David McLean said: “From our survey results, it is clear that the growth in online shopping, which has been exacerbated by COVID-19, is here to stay. The constraints that have been placed on online retailers have highlighted the need for them to be more proactive and agile in streamlining the consumer’s online shopping experience via technology and alternative delivery options. It is also evident that customers want more delivery choices, which will, in turn, support the growth in e-commerce. Retailers should seriously consider their customer delivery choices, such as supporting the use of Click & Collect.
“As a collection network, Hubbed enables retailers to keep up with online demand by enabling them to offer consumers flexible, alternative delivery options. For example, customer parcels can be dropped off to a centralised local retail outlet, such as a BP service station or 7-Eleven store, which allows for secure parking, after-hours access and no queues. It is this level of convenience that enhances not only the consumer’s online shopping experience but also their purchasing experience with a specific retailer, which, in turn, helps motivate them to continue purchasing online.”
He added: “Ultimately, offering alternative delivery options could be the game-changer to better supporting online demand for the foreseeable future.”