Nov 14

Étude de commerce électronique: fast changing consumer expectations

Pitney Bowes, EMOTA Preferred Business Partner, published its latest eCommerce study this month. According to the research:

  • Online shopping is ubiquitous in major global markets. 94% of consumers have made a domestic online purchase – flat year-over-year.
  • Consumers are shopping online more frequently. More than one-third of global consumers make online purchases at least once per week (up 4 pp from the prior year).
  • 70% of online shoppers have made a cross-border purchase (up 6 pp from the previous year). Asia Pacific saw the biggest year-over-year increases, led by India (18 pp), China (12 pp) and South Korea (8 pp).

Online shoppers are exercising a wider range of options when it comes to shipping, collecting, or returning their items:

  • This includes in-store pickups (“click-and-collect”), shipping to locations other than the buyer’s home, returning unwanted purchases in-store, and returning unwanted purchases using pre-paid shipping labels.
  • “Click-and-collect” – purchasing online and picking up in store – is now common practice for 40% of global online shoppers, up from 28% the previous year. In the US alone, this option is exercised by 46% of online shoppers versus 27% in the previous year. The practice is most common in Hong Kong where 69% “click-and-collect.
  • Consumers prefer free shipping with longer delivery times (75%) over paying for expedited parcel shipments (25%)
  • Online shoppers increasingly prefer online marketplaces over retailer websites
  • 67% of online shoppers turn to marketplaces like Amazon, eBay, Flipkart, Rakuten, Tmall and to search for products.
  • This compares with search engines (46%), retail websites (40%), social media (24%), and mobile apps (23%).
  • Online shoppers report that 62% of their cross-border purchases and 59% of their domestic purchases take place on online marketplaces, versus retailer websites. These trends have increased year-over-year and are most prevalent in China, Germany, India and Japan.
  • Product assortment, better deals and easy checkout are the top three reasons consumers choose online marketplaces.

You can find here a detailed infographic and the complete study here.

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