The key service winning over 90% of Australian online shoppers

Shaun H. Ruff


In looking for ways to reduce unnecessary contact during the pandemic, and especially now as the winter months approach, more and more Australian shoppers have been turning online to place their orders. Turns out, there’s one key service that could make them more likely to buy from some retailers than others.

According to new research by CouriersPlease (CP), 9 in 10 online shoppers say they would be more likely to buy from retailers offering at-home returns collection services. In fact, over 60 per cent said they’d pay for the service.

In the last year, nearly half of all Australian shoppers returned online purchases, making at-home returns collection services a win-win situation for both customers and retailers.

“We recommend retailers consider offering customers parcel collection services to give them more control over their returns, ensure the process is convenient and keep them safe and healthy, particularly during the upcoming flu season,” said Jessica Ip, Chief Transformation Officer at CP.

“It allows for a more streamlined returns process and, with more Australians returning to workplaces and generally juggling multiple priorities, shoppers won’t be overwhelmed by the thought of dropping off parcels during inconvenient business hours.”

CP’s survey of over 1,000 Australian online shoppers has shown that the convenience of at-home parcel deliveries and returns, along with fears of contracting the virus, have changed their shopping priorities. Over 60 per cent of shoppers would be willing to pay up to $15 for at-home returns collection services.

It seems younger shoppers are more willing to shell out for this added convenience, with 70 per cent of 18-50 year olds saying they would pay compared to 56 per cent of over-50s.

Across the country, South Australians top the list in shoppers willing to pay for a collection service, following by NSW residents and Victorians.

Ms Ip added, “I also encourage retailers to look for ways to innovate and improve the customer experience, through offering more alternative delivery methods, partnering with a courier service known for transparent parcel notifications and a strong track record for fast deliveries, or considering new technologies that allow for a more convenient, swift and safe online shopping and returns process.”

READ ALSO: Buy Now, Pay Later is taking off but regulatory scrutiny may be a barrier


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