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Aussies Want More Click & Collect, Better Retail Websites

The coronavirus pandemic has further shift buying behaviour, with 1-in-2 Aussie shoppers calling for more click and collect services, plus more detailed e-commerce sites.

According to the Australia Post 2020 eCommerce Industry Report, online shopping is expected to account for 15% of total retail spend by the end of 2020.

Australian Retailers Association Chief Executive, Paul Zahra, forecasts this figure to notch as high as 20% in the next eighteen months to two years.

Research from parcel pick-up and drop-off network, Hubbed, claims 54% of local online shoppers desire retailers to deliver parcels to after-hours location hubs.

Another 54% affirm an improved website with in-depth descriptions, images and product videos would motivate them to shop online more often.

Hubbed’s network offers pick-up delivery locations from within BP service stations and 7-Eleven outlets, with many available 24-hours a day.

It comes after Myer inked a deal with Amazon Australia to etch ‘Amazon Hub’ (parcel pick-up facilities) within several of its physical store outlets.

The Hubbed survey – comprised of a nationally representative panel of 1010 local shoppers – found 54% agree click and collect is among the top three options to motivate more online shopping.

Around 74% of respondents claim free shipping is a strong incentive to shop online more often.

Another 54% affirm an improved website with in-depth descriptions, images and product videos would motivate them to shop online.

Over half of the respondents want more retailers to overhaul their loyalty programs, with 45% calling for delivery package improvements.

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