Source: Media Outreach
Headline: Aussies Hate Delivery Charges Almost As Much As Queues
New consumer research shows Aussies are torn between thefrustration of standing in line and the cost of paying to have online purchasesdelivered
Aussieshate queueing with 63% sayingthey’ve left a store without making a purchase rather than waiting in line.Butdelivery charges are still a major gripe,with 52% of Aussies admitting they’ve abandoneda purchase because these costs were too high.Aussieswant out of stock items deliveredwhen available (48%). They’d also like in-storepurchases delivered (37%) and to returnonline purchases in-store (40%).SYDNEY,AUSTRALIA – Media OutReach – 14 November, 2017 – Aussie shoppers valuetheir time highly and retailers who fail to respond will pay the price. It’slong been known that we won’t tolerate a long queue snaking its way through adepartment store — we’d rather head to the beach and come back next week — butthis lack of patience also applies when shopping from the comfort of our couch.
Accordingto The Future of Australian Retailstudy, one in three Aussies (32%) have abandoned an online purchase because thepayment process took too long. And don’t even get us started on deliverycharges. This was the biggest bugbear, with more than half (52%) clicking awaybecause these costs were too high.
In-store still rules
Shoppingis a social experience. No, we’re not all ordering pizzas and a case of beerson Facebook, we’re heading out to the shops because we enjoy being around otherpeople. Some people, anyway, mostly our family and friends. More than half (59%)of Aussies say they enjoy shopping in-store because it’s a social activity.
Welike being able to see and touch products before deciding whether to buy them(83%), comparing items (79%) and enjoy the browsing experience (72%). And ofcourse there’s the instant gratification of being able to walk away with yourpurchase (67%) as long as it’s not a grand piano.
Westill prefer to be in-store when shopping for food and alcohol or buyingclothes, furniture and DIY equipment.
Morethan two-thirds (68%) agree that speed is the most important factor whenshopping in-store. A growing number (33%) now prefer self-service optionsalthough 45% still like to deal with a person. See, we really are still socialanimals after all.
But it can be frustrating
Asidefrom the dreaded queue, we’re most likely to abandon in-store purchases becausecard terminals are out of order (22%), there’s no card payment option at thecheckout (20%) or because the self-service checkout is difficult to use (16%).
Ourbiggest frustrations with shopping in-store are those long queues (41%), thehassle of getting there in the first place (30%), shops being too busy (28%)and finding out that what we want is unavailable (26%).
Cashisn’t king. Card payments (46%) and even contactless payments (25%) are morepopular than notes and coins (20%). More than half (55%) of the Aussiessurveyed think the current requirement to enter a PIN for contactless paymentsabove $100 is about right. A small number who really value convenience (4%)would like to see this increased to $400. Hey, big spenders.
Why we love shopping online
Yep,we’re back to those bloody queues again. Nearly three-quarters of Aussies (72%)will head online for the convenience of not in a line. We also like to compareprices (64%), prefer to avoid loitering sales assistants (62%) and value theconvenience of delivery (61%).
We’remost likely to shop online when buying books, music or something for those welove most — our kids and our pets (not necessarily in that order). Pet careproducts are leading the charge into the brave new world of in-app purchases.
Buteven when shopping from the comfort of our couch, there are still plenty offrustrations that will stop us completing a purchase, with high delivery costs(52%) being the biggest reason we abandon online purchases. This is probablythe biggest reason why 71% of Aussies still don’t use Amazon, although that’slikely to change dramatically with the imminent local launch of this globalpowerhouse.
Wealso dislike lengthy online payment processes (32%) and the lack of relevantpayment options (31%). We still get spooked by security concerns (30%) and areprepared to pull the plug when asked to pay unexpected charges (27%).
In search of an easy life
Whetherwe’re shopping in-store or online, there’s a common theme that runs betweenthese experiences — Aussies place great value on convenience. As the digitaleconomy blurs lines between the two main forms of shopping, the next task forretailers is to let us slip seamlessly from one to the other.
Whenwe’re shopping in-store but an item we want is out of stock, 48% of Aussieswould like to make the purchase anyway and have it delivered when nextavailable. We want to return items that we’ve bought online next time we’rein-store (40%) and to have items we buy in-store delivered home when it’sconvenient for us (37%).
“Aussie shoppers want convenience whetherthey’re in-store or online,” said Michel van Aalten, Country Manager AUNZ,Adyen. “Queues are a customer experience killer and speed is crucial when it comesto payments, which is why retailers must enable options like self-service andcontactless payments at the checkout. Online shopping needs to be easy, secureand free from hidden charges.
“Most importantly, retailers must allowcustomers to moveseamlessly between physical stores, websites and mobile apps. This unifiedcommerce approach is the best way to delight shoppers, build loyalty andincrease revenue.”
Since opening an office in Australia in 2015,Adyen has made significant traction in the market, unveiling successful online,in-store and omnichannel payment solutions for customers such as Kogan, Showpoand Freelancer.com.
Adyenis the payments platform of choice for the world’s leading companies. The onlyprovider of a modern end-to-end infrastructure connecting directly to Visa,MasterCard, EFTPOS and consumers’ globally preferred payment methods, Adyendelivers frictionless payments across online, mobile, and in-store. Withoffices all around the world, Adyen serves more than 4,500 businesses,including 8 of the 10 largest US Internet companies. Customers includeFacebook, Uber, Netflix, Spotify, L’Oreal, MJ Bale, Freelancer.com andKogan.com.
Published and distributed with permission of Media-Outreach.com.