PDF Online Shopping Survey Report May 2017 .au

Online Shopping Survey Report May 2017

May 2017

Table of Contents

Online Shopping Survey Report May 2017

1

Executive Summary

3

About the survey

4

Key Findings

5

Survey Results

6

Australian-based supplier

6

Q: Have you ordered goods online from an Australian-based supplier? 6

Q: Have you experienced problems with any of those goods ordered online

from an Australian-based supplier?

6

Q: Which problems did you experience?

6

Q: What is your best experience of buying online from an Australian-based

supplier?

7

Overseas-based supplier

7

Q: Have you bought goods online from an overseas supplier?

7

Q: Have you experienced any problems buying goods online from an

overseas supplier?

8

Q: What problems have you had buying goods online from an overseas

supplier?

8

Q: Before completing this survey, did you know you have the same rights when

buying goods and services online from an Australian supplier as when

buying in-store?

9

Consumers' voices

10

Best experiences

10

Worst experiences and suggestions for avoiding these in the future

10

Accurate information about the seller

10

Online Shopping Survey Report | May 2017

1

Transparency about which currency the purchase is in

11

Transparency about a returns policy

11

Is the trader reputable?

11

Meaningful and consistent product descriptions

12

Alert customers to product being `out of stock'

12

Delivery problems

12

`Click and collect' and `Parcel Locker'

13

Online security / online payment / website usability and accessibility 13

Compliance

13

GST

13

Online shoppers self-limit their shopping to mitigate losses

14

The role of `gatekeepers' (eBay and PayPal)

14

Scams

14

Summary of consumer suggestions

15

Pre-purchasing

15

Delivery

15

Post sale

15

Next Steps

16

Online Shopping Survey Report | May 2017

2

Executive Summary

World Consumer Rights Day (WCRD) was celebrated on 15 March 2017 by Consumers International (CI). The theme of the international event was `Building a Digital World Consumers Can Trust'. Following on from WCRD, NSW Fair Trading launched a survey to gauge consumers' experiences of online shopping.

A total of 1,139 people participated in the survey. A key finding from the survey was that 61% of consumers reported experiencing no problems when ordering online from an Australian-based supplier. Factors that influenced this were goods arrived quickly without incident (78%), goods were as they were described online (33%), and there was a prompt and effective response to issues (35%). Of those who reported having problems, almost half (47.49%) of the issues related to the delivery of goods which were damaged, late or never arrived. Nearly half of all respondents (46.34%) reported problems buying goods online from an overseas supplier. The main issues were items arriving late, not arriving at all or delivery of a product different to the one advertised.

Overall, shoppers would like more transparency about who they are buying from, better user interfaces with increased security, streamlined refund processes that clearly state who has to pay for postage, and tracked deliveries as standard procedure. Respondents raised the issue of needing more clarity around their rights online, for example, whether the Australian Consumer Law applies to overseas suppliers selling goods into the Australian market. It is interesting to note that one in five (20.41%) survey respondents did not know they have the same rights when buying goods and services online from an Australian supplier as when buying in-store.

Online Shopping Survey Report | May 2017

3

About the survey

World Consumer Rights Day (WCRD) was celebrated on 15 March 2017 by Consumers International (CI). The theme of the international event was `Building a Digital World Consumers Can Trust'. Following on from WCRD, NSW Fair Trading launched a survey to gauge consumers' experiences of online shopping. A total of 1,139 survey responses were received.

The survey was available from 15 March until 30 April 2017. It was promoted through the Fair trading website and social media; it was also promoted by CHOICE through their e-newsletter and social media channels and through the Department of Finance, Services and Innovation.

Online Shopping Survey Report | May 2017

4

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