2023 Report
The ACRS Retail Monitor is an annual study that monitors consumers’ shopping preferences and behaviour, based on an online survey of 1,001 Australian shoppers. Data was collected between 9 June – 12 June 2023.
18 – 24 25 – 34 35 – 44 45 – 54 55 – 64 65+ AGE
69% 51% 31% 49% FEMALE MALE
11% 1% 19% 8% 32% 25% 2% 2% 13% 18% 19% 17% 15% 17%
METRO REGIONAL
PRICE AND QUALITY REMAIN THE MOST IMPORTANT FACTORS WHEN NON-GROCERY SHOPPING, BUT SLIGHTLY DECREASED IN IMPORTANCE YEAR-ON-YEAR
Note: Sample size = 1001; Scores are computed based on the sum of participants who rated Important and Very important subtracted by the sum of participants who rated Not at all important and Unimportant; Comparison based on Retail Monitor 2022 Report.
85 QUALITY 65 CUSTOMER SERVICE 88 PRICE 62 SALES & PROMOTIONS 54 54 38 35 23 Return options Payment options Delivery options Sustainability Brand name
↓ 2 pts ↓ 5 pts ↓ 7 pts ↓ 6 pts ↓ 4 pts ↑ 1 pt ↓ 2 pts ↓ 4 pts ↓ 8 pts
IN THE LAST
SHOPPERS PURCHASED GROCERY AND RELATED PRODUCTS
Note: Sample size = 1001; This was a multiple choice question as such percentages do not add up to 100%; Comparison based on Retail Monitor 2022 Report.
75% 69% 50% 40% 33% 24% 24% 22% 19% 18% 17% 14% 2% Grocery and related products Clothing, footwear, and accessories Personal care Household Books and stationery Insurance Consumer electronics Toys and games Media and entertainment Travel and tourism Automotive Sporting goods and equipment Other
THREE MONTHS, 75% OF AUSTRALIAN
↓ 1% pt ↑ 1% pt ↓ 2% pts ↓ 5% pts ↓ 2% pts ↓ 2% pts ↑ 1% pt ↓ 3% pts ↓ 1% pt ↓ 2% pts ↓ 2% pts n.a. n.a.
IN THE LAST THREE MONTHS…
95% NEARLY ALL AUSTRALIANS PURCHASED A NON-GROCERY PRODUCT
91% OF SHOPPERS PURCHASED PRODUCTS IN PHYSICAL STORES*
76% OF SHOPPERS PURCHASED PRODUCTS IN ONLINE STORES*
Note: Sample size = 1052; *Sample size = 1001; Comparison based on Retail Monitor 2022 Report.
↑ 7% pts ↑ 2% pts ↑ 1% pt
RECENT PURCHASES WERE MOSTLY MADE IN PHYSICAL STORES
Note: Sample size = 1001; Percentages may not add up to 100% due to rounding
72% 63% 59% 58% 49% 48% 45% 45% 45% 24% 17% 15% 10% 20% 18% 30% 33% 26% 34% 43% 21% 57% 66% 79% 18% 17% 23% 13% 18% 27% 20% 12% 34% 19% 16% 6% Grocery and related products Household Personal care Automotive Books and stationery Clothing, footwear, and accessories Sporting goods and equipment Consumer electronics Toys and games Media and entertainment Travel and tourism Insurance Physical store Online store Both
PHYSICAL
29% 29% 31% 39% 39% 43% 62% 75% 80% 71% 71% 69% 61% 61% 58% 38% 25% 20% Automotive Personal care Sporting goods and equipment Books and stationery Toys and games Consumer electronics Media and entertainment Travel and tourism Insurance Online store Physical store Note: Sample size = 1001; Comparison based on Retail Monitor 2022 Report. 76% HOUSEHOLD 72% CLOTHING, FOOTWEAR & ACCESSORIES 80% GROCERY & RELATED PRODUCTS
↑ 5% pts ↑ 3% pts ↓ 3% pt ↑ 4% pts ↑ 12% pts ↓ 2% pts ↑ 7% pts ↑ 2% pts ↓ 3% pts ↑ 6% pts n.a. n.a.
STORES WERE INCREASINGLY PREFERRED OVER ONLINE STORES IN MOST PRODUCT CATEGORIES
YEAR-ON-YEAR ON OVERALL EXPERIENCE
Note: Scores are computed based on the sum of participants who rated Very Good and Excellent subtracted by the sum of participants who rated Poor and Fair;
Total sample size = 1001; Physical shopper sample size
shopper sample size = 756; Comparison based on Retail Monitor 2022 Report. 29 42 45 57 54 39 41 45 58 Delivery options Product availability Finding products Payment options Product range Sales and promotions Return options Customer service Overall experience 56 53 53 64 59 43 24 24 58 Delivery options Product availability Finding products Payment options Product range Sales and promotions Return options Customer service Overall experience RATING GAP GAP ∆ ‘22 – ’23 0 pts ↓ 4 pts +21 pts ↑ 2 pts +17 pts 0 pts -4 pts ↓ 7 pts -5 pts ↓ 6 pts -7 pts ↑ 1 pts -8 pts ↓ 9 pts -11 pts ↓ 7 pts -27 pts ↑ 1 pts
= 910, Online
PHYSICAL STORE SCORES ONLINE STORE SCORES
PHYSICAL STORES CONTINUE TO BE RATED LOWER THAN ONLINE STORES FOR MOST STORE ATTRIBUTES – HOWEVER THE GAP HAS SHRUNK
STANDARD DELIVERY CONTINUED TO BE THE MOST FREQUENTLY USED DELIVERY METHOD FOR ONLINE PURCHASES
Note: Online shopper sample size = 756; This was a multiple response question as such percentages do not add up to 100%
DELIVERY/ COLLECTION METHODS SAME DAY EXPRESS STANDARD IN-STORE CLICKAND-COLLECT OTHER CLICKAND-COLLECT DOWNLOAD/ STREAMING Automotive 11% 10% 59% 18% 1% 0% Books and stationery 8% 8% 63% 13% 2% 7% Clothing, footwear, and accessories 6% 16% 67% 10% 1% 0% Consumer electronics 10% 24% 52% 11% 2% 0% Grocery and related products 19% 10% 42% 27% 2% 0% Household 7% 14% 61% 16% 2% 0% Insurance 12% 2% 23% 2% 2% 59% Media and entertainment 9% 13% 32% 10% 2% 35% Personal care 7% 11% 61% 16% 4% 1% Sporting goods and equipment 8% 14% 58% 18% 3% 0% Toys and games 6% 9% 63% 13% 5% 4% Travel and tourism 14% 3% 26% 7% 1% 49%
PURCHASED GROCERY & RELATED PRODUCTS IN THE LAST THREE MONTHS
SPOTLIGHT ON GROCERY & RELATED PRODUCTS
PREFERRED PURCHASE CHANNEL FOR GROCERY & RELATED PRODUCTS
Note: Indicates a significantly higher proportion compared to Overall, while indicates a significantly lower proportion.
75% 74% 75% 65% 72% 74% 78% 80% 77% Overall Male Female 18-24 years 25-34 years 35-44 years 45-54 years 55-64 years 65+ years
80% 77% 84% 77% 68% 76% 82% 83% 95% 20% 23% 16% 23% 32% 24% 18% 18% 5% Overall Male Female 18-24 years 25-34 years 35-44 years 45-54 years 55-64 years 65+ years Physical store Online store
PURCHASED CLOTHING, FOOTWEAR & ACCESSORIES IN THE LAST THREE MONTHS
SPOTLIGHT ON CLOTHING, FOOTWEAR & ACCESSORIES
PREFERRED PURCHASE CHANNEL FOR CLOTHING, FOOTWEAR & ACCESSORIES
Note: Indicates a significantly higher proportion compared to Overall, while indicates a significantly lower proportion.
69% 61% 77% 73% 77% 73% 74% 65% 53% Overall Male Female 18-24 years 25-34 years 35-44 years 45-54 years 55-64 years 65+ years
72% 76% 69% 72% 61% 74% 73% 72% 85% 28% 24% 31% 28% 39% 26% 27% 28% 15% Overall Male Female 18-24 years 25-34 years 35-44 years 45-54 years 55-64 years 65+ years Physical store Online store
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