Most Australians want more from retailers when shopping online: survey

By

Jennifer Braun

Published
Oct 17, 2018

Australian retailers still need to do more to further attract Australian consumers to online shopping rather than in store. 

 
This is according to a new survey, commissioned by parcel delivery service CouriersPlease (CP), that surveyed a panel of 1,021 Australians who shopped at least three times in the last six months. 
 
According to the survey, Australian shoppers are looking for a variety of online shopping improvements ranging from flexible delivery options to better return policies and sizing guides. 

In fact, 74 percent of respondents expressed that they expect retailers to offer free returns on all online items, while 65 percent of respondents believe this should equally be applied to sale and faulty items. 
 
In terms of shipping, delivery was also top of mind with 44 percent of respondents saying that they want more flexible delivery options. 
 
Furthermore, 57 percent of respondents said they are looking for better sizing guides and clearer product images on websites. 
 
“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,” said CP CEO, Mark McGinley. 
 
“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 – this may mean better sizing guides or the ability to return or exchange an item if it isn’t what they expected.”