Almost half of Australian shoppers make an online purchase every week, with sustainability emerging as a critical factor in consumer decision-making.
A new survey by delivery company Pack & Send found 46.8 percent of respondents shopped online at least once a week.
Pack & Send Australian Manager Nicolas Woodward said the survey showed the increasing reliance on e-commerce for daily needs.
Mr Woodward said the frequency placed heightened pressure on online retailers to provide a seamless, reliable experience.
“Any disruption or inconvenience, whether it be late deliveries or poor communication, can significantly affect customer loyalty and retention.”
He said the report found a major driver of consumer satisfaction was the transparency of delivery services, with shoppers now expecting real-time updates, clear tracking information, and timely purchase notifications.
“The desire for this level of transparency reflects a broader demand for control over the shopping process, with consumers wanting assurance that their orders are on time and accurate.”
Mr Woodward said sustainability had also emerged as a critical factor in consumer decision-making, with more than a quarter of the respondents (25.6 percent) rating green credentials as extremely important when selecting a retailer, particularly younger consumers aged 18-34.
“Practices like reducing and recycling packaging and offering carbon-neutral shipping are becoming essential differentiators for brands that wish to appeal to environmentally conscious customers.”
Download the report: Pack & Send Strategic Insights Report
