More consumers today are shopping online and the line between brick-and-mortar and online stores is becoming blurrier as consumers increasingly head to digital channels to complete their purchases. In a recent survey by Bizreel (2021), the statistics prove that ecommerce is being embraced by an increasing number of consumers. Check out some of their great findings below.
1) 57% of consumers prefer to shop online, 31% of consumers prefer visiting the physical shop, while 12% of consumers said both ways are the same for them.
2) Over half of the consumers said the biggest drawback of online shopping is not able to touch, feel, and try a product (51%), followed by lack of physical shopping experience (24%), the possibility of damage for a fragile item (11%), lack of interactivity (5%), scam & fraud issue (5%), and delay in delivery (4%).
3) Consumers spend an average of 5 hours a week shopping online.
4) 92% of consumers said they shop online at least once a year, 67% of consumers shop online at least once every month, 25% of consumers said they shop online at least once a week, and 4% of them said they shop online daily.
5) Mobile phones are the top platform used for online shopping at 49%, followed by PCs at 43%, and tablets at 8%.
6) 52% of consumers are willing to share data in exchange for benefits such as a reward, quicker service, and personalized offer.
7) 87% of consumers have made an online purchase.
8) The top factors in making a purchase from a website is the price (89%), followed by brand (57%), delivery method and return policy (49%), shop reviews (47%), refund policy (44%), business aged (11%), and others (3%).
9) 46% of consumers made a purchase online for groceries.
10) 91% of consumers are expecting to receive their goods within 3 business days.
11) The most common reason to shop at a particular physical shop is the price (89%), followed by location (51%), stock availability (41%), brand (40%), good warranty & return policy (28%), good loyalty program (21%), parking availability (18%), and shop environment (12%).
12) 34% of consumers said that complicated websites are the most frustrating aspect when it comes to shopping online, followed by too many ads & pop-ups at 29%, slow website at 28%, and lack of product information at 9%.
13) Only 27% of consumers said they will try to access a website again after they had trouble accessing it, while 73% of consumers said they will visit another website.
14) 93% of mobile consumers said they prefer to shop online using mobile shopping apps over the mobile browser.
15) The top factor that drives customer loyalty for online consumers is customer experience (43%), followed by price (36%), brand (19%), and others (2%).
16) 30% of consumers said they will spend more on products and services in the next 12 months, while 51% of consumers said they will spend around the same, and 19% said they will spend less.
17) 56% of consumers spending more on buying products while 44% of consumers spending more on valuable experience.
COVID-19 has accelerated the shift to ecommerce or some type of hybrid such as shopping online and picking up in store:
18) The number of orders placed online and picked up at bricks-and-mortar stores by customers grew 208% during the pandemic. (Adobe Analytics)
19) 59% of customers say they are more likely to continue curbside pickup after the pandemic. (Retail Dive)
20) 30% of online consumers prefer using BOPIS (Buy online, Pickup In Store) or curbside over delivery. (Adobe Analytics)
21) Many consumers are now exclusively shopping online, even baby boomers who never did before. Online sales grew nearly 50% at the peak of the pandemic as consumers stayed home but continued to shop. (Adobe Analytics)
22) 87% of U.S. consumers prefer to shop at stores that have touchless or robust self-checkout options. (Shekel)
23) 79% of consumers say they will continue to use self-checkout or increase their usage after COVID-19. (McKinsey)
24) 36% of consumers now shop online weekly, an increase from 28% before the pandemic. (Selligent)
25) Globally, 49% of consumers shop online more now than they did pre-COVID-19. (Bazaarvoice)
26) 62% of U.S. shoppers say they shop more online now than they did before the pandemic. (Bazaarvoice)
The pandemic has also altered shopping habits and brand preferences:
27) During the pandemic, 79% of consumers have bought groceries online, a jump from 19% a year ago. (Inmar Intelligence)
28) 78% of consumers have made a change in where they shop for food. (FMI)
29) The average number of grocery stores consumers visit each week dropped from 4.4 before the pandemic to 2.8. (McKinsey)
30) 41% of consumers are delaying making large purchases. (Deloitte)
31) 21% of U.S. consumers are researching brand and product choices before buying. (McKinsey)
32) 73% of U.S. consumers have changed stores, brands or the way they shop. (McKinsey)
33) 25% of consumers have tried a new private-label brand. (McKinsey)
34) Of consumers who have tried different brands, 73% intend to continue using those new brands. (McKinsey)
35) 39% of consumers say they will purchase more in the future from brands that responded well to the crisis. (Deloitte)
36) 39% of U.S. consumers said they are more likely to buy from local or independent brands after the pandemic. (GlobalWebIndex)
37) 34% of consumers say they will purchase more locally sourced products going forward, even if they cost more. (Deloitte)
38) 43% of consumers say they are willing to spend more on convenience in the future. (Deloitte)
39) 60% of customers and employees say being constantly able to see a business’s cleaning efforts is the most important part of the experience. (Deloitte)
40) 45% of consumers said they prefer to shop e-commerce websites with more testimonials.
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