News

Poor shipping options and bad customer experiences thwarting online retail sales

- July 10, 2019 2 MIN READ
  • 1 in 2 Aussies (51 per cent) have stopped shopping with an online retailer due to a negative shipping experience.
  • 4 out of 5 Aussie customers saying they’ve made a purchase from a retailer due to free shipping.
  • 60 per cent would prefer to have items shipped in their original packaging to offset potential environmental impacts of shipping.

Research by leading eCommerce SaaS platform, Big Commerce, has revealed Australians are rejecting online shopping following bad customer experiences, with 71 per cent abandoning their shopping carts due to poor shipping options and bad service.

The survey of 3000 consumers and 800 online merchants found shipping plays an important role in the customer journey. The results suggest businesses and brands need to adjust their shipping options to meet changing customer expectations.

According to the study, Aussies overnight shipping is a top priority, with three out of five consumers willing to pay an extra AUD$20 for the service.
Shannon Ingrey, Vice President and General Manager, APAC at BigCommerce said the lack of availability for free shipping options was driving the demand.

“We are seeing that online shoppers are more willing to pay extra for overnight shipping. This is likely due to our geography, Amazon’s limited time in the market, and the scarcity of options available for free express shipping. And, since one in five Aussies would even give up their daily coffee in exchange for free shipping on their online orders, this suggests that we’ve not yet been made accustomed to the service as a complimentary offering from retailers.”

57 per cent of global respondents and 1 in 2 Aussies (51 per cent) have stopped shopping with an online retailer due to a negative shipping experience. In fact, almost half of Australian customers (45 per cent) avoid shopping with brands or retailers that don’t offer free shipping.

Australian shoppers are so keen to get their hands on free shipping 80 per cent have made a purchase from a retailer due to free shipping. In addition, an equal proportion of surveyed Aussies have added items to their cart to meet a minimum order total to receive free shipping in the past 12 months.

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