Annual survey – Research objectives:
To provide home shopping market demographics
To track market growth and development
To provide insight into consumer behaviour and attitudes to home shopping and delivery
to explore the dynamics of the multi-channel market and how channels relate to each
P:LibraryB2CRM Home ShoppingTracker 05.ppt
Introduction 3
Shoppers and Returns survey 4
High Street shoppers and on-line shopping 4
Why High Street shoppers purchase on-line 5
When High Street shoppers shop least on-line 6
Returns and Shoppers 7
Returns differences across product and channel 8
When do you think goods can be returned? 10
Returns impact on Trading 11
Returns and Consumer understanding of their rights 12
Survey Summary and Conclusions 13
P:LibraryB2CRetail and Returns Survey 2006.doc
Read MoreC O N T E N T S
1 EXECUTIVE SUMMARY
2 A DECADE OF GROWTH
3 THE IMRG INDEX
3.1 Electricals Index
3.2 Clothing, Footwear & Accessories Index
3.3 Beer, Wine & Spirits Index
4 THROUGH THE ROOF: E-CHRISTMAS 2004
5 2004 E-RETAIL MILESTONES
6 2005: POWERING AHEAD
7 THE INTERNATIONAL MARKETPLACE
7.1 United Kingdom
7.2 Europe
7.3 North America
8 TOP E-RETAIL OPERATIONS AND WHY THEY THRIVE
8.1 Key sector data from Kelkoo
9 RETAIL TRAFFIC DATA – 2004
10 THE HIGH STREET’S CHALLENGE
10.1 Online Trends Point To Declining Trust In Brands
11 INVESTMENT IN E-RETAIL
11.1 Drawing The Virtuous Circle
11.2 Investing In Fashion
11.3 E-retail investment survey
11.4 The big picture
11.5 Online delivery: a major opportunity for retailers and transporters
12 THE E-RETAIL TIMELINE
13 DIGITAL DOWNLOADS
14 ONLINE SECURITY
14.1 The True Cost Of Online Fraud
14.2 Fraud Prevention: What Every Merchant Should Know About Internet Fraud
15 ISIS: RAISING STANDARDS
16 ABOUT IMRG
16.1 The IMRG e-Retail Sales Index
16.2 The IMRG Senate
17 E-RETAIL INDUSTRY PRIORITIES 2005
18 IMRG SENATE & MEMBERS
19 CONTACT DETAILS
Internet shoppers say the successful delivery of goods purchased online is critical to their overall satisfaction and loyalty to online retailers, according to a new survey commissioned by UPS.
The survey, conducted for UPS by the national opinion research firm Synovate, found online consumers were overwhelming in their demand for high-quality delivery services. Among the findings:
Online consumers’ top three delivery priorities, in order, are reliability, convenience and speed of shipping.
80 percent of online shoppers said a positive delivery experience would cause them to likely purchase from that online retailer again.
69 percent of the respondents said they were more likely to patronize those online retailers that offered package tracking, rates and service selection online.
Online shopping is expected to increase by more than 40 per cent this year compared with last Christmas in a sign that the rapid growth of e-commerce is not yet starting to subside. The expected rise is in sharp contrast to the subdued outlook for high street retail sales. And threats to one of the main competitive advantages of online retailers – lower prices – are not seen as likely to derail that growth. Interactive Media in Retail Group, the industry body for “e-tailers”, expects 24m British shoppers will spend Pounds 5bn online this Christmas, an average of Pounds 208 each. That is up from Pounds 3.5bn spent online last Christmas and represents an acceleration of the online shopping growth rate. Last Christmas year-on-year growth was 20 per cent.
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