BigCommerce has released its 2021 State of Ecommerce report showing that free delivery, product reviews, quick loading time and speedy customer service are among the top drivers for online shoppers in 2021. 

“We’ve seen significant advancement in both the adoption and standards of ecommerce in the last 12 months. The challenge for retailers is understanding what’s important to their audience and building out their business accordingly,” said Shannon Ingrey, Vice President & General Manager, APAC at BigCommerce.

“Across the board, the appetite for different payment options has increased, with BNPL offerings quickly gaining momentum. In addition, product reviews are increasingly significant and are playing a growing role in building consumer trust. Overall, consumers are becoming more patient and have lowered their expectations around delivery times; but not the cost of delivery.”

“In 2021 it’s not enough for retailers to just have an online presence. Consumers have come to expect a cohesive, personalised and seamless shopping experience, which means retailers must look beyond functional requirements to understand the most relevant value-adds for their consumer base.”

The 2021 State of Ecommerce report surveyed more than 3,500 Australian shoppers and found:

• Consumers are browsing but not buying: More than a third (33 percent) of online shoppers abandon a shopping cart daily, up from 28 percent.
• Delivery doesn’t have to be fast, but it does have to be free: the vast majority of shoppers (71 percent) say that free delivery is a priority when ordering online, while only 19 percent prioritise fast deliveries.
• Product reviews are now standard: 32 percent of shoppers read more than five product reviews before purchasing.
• The appetite for different payment options is increasing: 25-35 year olds are the most frequent users of Buy Now Pay Later (BNPL) (17 percent) while its usage in over 65s has halved year-on-year (3 percent)

Read the full report here.

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