Consumer expectations are changing due to the recent spike in online shopping activity. Now, Australian online shoppers are seeking more convenience in their parcel deliveries, with 54 per cent of online shoppers wanting retailers to deliver parcels to after-hours location hubs.
A recent survey from parcel pick-up and drop-off (PUDO) network Hubbed of a nationally representative panel of 1010 Australian shoppers – found that click and collect is among the top three retailer offerings that would motivate consumers to shop more online.
Free shipping would motivate 74 per cent of Australians to shop online more often, and improved website experience with more in-depth descriptions, images or videos of products would motivate 54 per cent to shop more online.
50 per cent of shoppers would like their shipments consolidated into a single delivery, rather than have one order dispatched in multiple shipments.
Additionally, 49 per cent of respondents would like online retailers to include free samples in their deliveries, 46 per cent would prefer free returns and 45 per cent would like delivery packaging improved – all to help them shop online more in the current climate.
In Australia, online shopping is predicted to account for 15 per cent of total retail spend by the end of 2020 – compared with 16 to 18 per cent by 2025, as was expected before the outbreak of COVID-19. With retailers experiencing strong online demand, it comes with an inevitable increase in consumer expectations for a more seamless and convenient delivery experience.
The survey findings were released in tandem with the launch of Hubbed’s Click & Collect eCommerce plugins, which enable retailers to give consumers a choice to have their parcels delivered to more than 2000 collection points directly from their shopping carts. These include BP service stations, 7-Eleven outlets and other convenience stores, major retail chains, such as Repco and National Storage, as well local newsagents and pharmacies – many of which are open 24-hours, seven days a week.
CEO and Founder of Hubbed David McLean said he is not surprised with the survey results, as they are about the growing demand of click and collect within Hubbed’s network.
“By providing our plugins to the major eCommerce platforms, we can now extend our click and collect services directly to online merchants. For consumers, providing them with more choice, convenience, and control in the collection of their parcels through secure, 24/7 and extended hours locations will be a significant differentiator for them when deciding where to purchase,” he said.
A spokesperson from BP said the company have been using the Hubbed Click and Collect technology solution in its Shopify online store which enables interested customers to direct their parcels to BP locations nationwide for convenience in collection.
“The process of collection is straightforward with customers being correctly notified of the status of their parcels and collection details,” the spokesperson said.