Australian Consumer Online Shopping Survey Mobile Devices Preferred and Logistics are the Biggest Pain Point

Australian online shoppers prefer mobile devices but face challenges with logistics

Australian Buyer’s Online Shopping Behavior: Mobile Shopping Becomes Preferred

According to a survey by SoftwareAdvice, more than 59% of Australian respondents prefer to use “mobile devices” when shopping online. Among them, 84% of respondents prefer to use smartphones for online shopping, while only 9% prefer tablets.

For the main reason for preferring mobile shopping, most consumers said that using mobile devices to shop is more convenient, such as faster checkout and more payment options, easier access to comments, and more convenient tracking of goods.

The survey also showed that about 28% of respondents said they shop online once a week; 27% shop online once a month; 24% shop online once every two weeks; and the rest shop online multiple times a week.

In terms of online shopping categories, most (64%) respondents said they usually buy clothing online; 51% mainly shop for food and drinks; 45% mainly buy leisure and entertainment products; 39% use it for booking tickets; and 38% mainly buy accessories such as hats and sunglasses.

In terms of payment methods, 37% of people use Apple Pay; 32% prefer to use PayPal; 11% do not use any mobile wallets; and 10% choose Google Pay.

Lost, Damaged, and Stolen Packages: Logistics Becomes the Biggest Pain Point of Online Shopping

A survey by Ship-Safely of more than 1,000 Australians showed that as many as 64% of Australian online shoppers have encountered damaged, lost, or stolen goods, especially high-frequency online shopping groups such as millennials and Generation Z. This phenomenon is similar to the US market, where the latest data shows that 49 million Americans had at least one package stolen in the past year.

The survey also showed that last year, 31% of respondents experienced gift damage, loss, or theft during the Christmas period, with 75% of gifts worth more than $50; and 63% of respondents experienced delayed delivery of goods. These situations not only bring financial losses to consumers but also lead to an increase in time costs, for example, 78% of respondents said they spent several hours dealing with follow-up matters.

The study also showed that nearly half of the people who experienced logistics transportation problems did not receive resolution until several days, weeks, or even months later. 5% of people did not see the problem resolved at all, and others completely gave up hope.

Ship-Safely’s survey results also showed that 56% of consumers blamed the merchant for their delivery problems, and more than 40% of people were willing to pay extra delivery protection fees to ensure that the goods they purchased were delivered safely and on time.

Editor ✎ Ashley/BusinessDialogue

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