The Shopping Journey

Discovery
46%
Criteria that matter the most to Australian Digital Shoppers* What channels are important at each stage*
Learning about products
and promotions
I receive messages and
offers based on my location
I see similar advertisements for products on both
digital and non-digital channels
I receive personalized
offers and recommendations
41%
44%
70%
Online
53%
E-mail
38%
In-store technology*
What shoppers expect from retailers Send me personalised and relevant information
Selection Searching for specic information, comparing and choosing a product
82%
Criteria that matter the most to Australian Digital Shoppers*
The product price and
availability are clearly marked
I have the ability to easily contact the retailer or
manufacturer to obtain additional product information
Product delivery charges
are clearly marked upfront
75%
80%
*Percentage of Australian respondents who say important or very important
Online E-mail
In-store technology*
What channels are important at each stage*
68% 47% 39%
Transaction
72%
Criteria that matter the most to Australian Digital Shoppers* What channels are important at each stage*
Purchasing and paying
for the product
I can choose from several
payment options
My online store remembers my personal
information and payment methods to speed
up the shopping process
I have the ability to easily
access and update my
personal information
56%
57%
62%
Online
44%
E-mail
In-store technology*
44%
Delivery
72%
Criteria that matter the most to Australian Digital Shoppers* What channels are important at each stage*
Tracking product delivery and relative information
I have the products delivered
to my chosen location
I can pick up my order at the
location I have chosen
I can track the delivery of a
product I have purchased
66%
72%
68%
Online
57%
E-mail
In-store technology*
38%
71%
Criteria that matter the most to Australian Digital Shoppers* What channels are important at each stage*
Providing feedback and receiving
help after purchasing a product
I can choose from several
different return options (e.g.,
physical store, mail)
I can reach customer service
24/7 through any channel
I can easily return products that I
am not satised with, using digital
channels, regardless of where the
products were purchased
63%
68%
68%
Online
61%
E-mail
In-store technology*
39%
After Sales
1
2
3
3
4
What shoppers expect from retailers Be clear and transparent about the information you send me
What shoppers expect from retailers Make my purchase and payment process easy and hassle-free
What shoppers expect from retailers Give me a exible and convenient way for products to get delivered the way I want
What shoppers expect from retailers Give me choice and convenience if I need to contact you or return a product, whatever channel is easier for me