September 2022
The ACRS Retail Monitor is an annual study that monitors consumers’ shopping preferences and behaviour, based on an online survey of 1005 Australian shoppers. Data was collected between 29 August – 5 September 2022.
10% 20% 20% 19% 15% 16% 18 – 24 25 – 34 35 – 44 45 – 54 55 – 64 65+ AGE
69% 51% 31% 49% FEMALE MALE METRO REGIONAL 10% <1% 19% 8% 33% 25% 2% 2%
HOW IMPORTANT ARE THE FOLLOWING FACTORS WHEN YOU ARE MAKING A NONGROCERY PURCHASE?
Note: Sample size = 1005; 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
PRICE AND QUALITY WERE THE MOST IMPORTANT FACTORS WHEN NON-GROCERY
90 QUALITY 72 CUSTOMER SERVICE 90 PRICE 68 SALES & PROMOTIONS 58 53 40 39 31 Return options Payment options Delivery options Sustainability Brand name
SHOPPING
WHAT TYPE OF NON-GROCERY PRODUCTS HAVE YOU PURCHASED IN THE LAST THREE MONTHS?
Note: Sample size = 1005; This was a multiple choice question as such percentages do not add up to 100%
70% 49% 42% 38% 26% 24% 21% 18% 16% 16% 4% Clothing, footwear, and accessories Personal care Household Books and stationery Consumer electronics Toys and games Travel and tourism Media and entertainment Automotive Sporting goods and equipment Other
IN THE LAST THREE MONTHS, 70% OF AUSTRALIAN SHOPPERS PURCHASED CLOTHING, FOOTWEAR AND ACCESSORIES
RECENT PURCHASES WERE MOSTLY MADE IN PHYSICAL STORES
AND IN THE LAST THREE MONTHS, DID YOU PURCHASE THE FOLLOWING TYPES OF PRODUCTS IN A PHYSICAL STORE, ONLINE STORE OR BOTH?
Note: Sample size = 1005; Percentages may not add up to 100% due to rounding
64% 55% 53% 50% 47% 45% 40% 36% 24% 11% 25% 25% 21% 32% 25% 30% 39% 26% 52% 77% 11% 20% 26% 18% 27% 25% 21% 38% 24% 12% Automotive (n=159) Household (n=420) Personal care (n=493) Books and stationery (n=379) Clothing, footwear, and accessories (n=704) Sporting goods and equipment (n=159) Consumer electronics (n=257) Toys and games (n=237) Media and entertainment (n=178) Travel and tourism (n=211) Physical store Online store Both
PHYSICAL STORES WERE PREFERRED OVER ONLINE STORES IN MOST PRODUCT CATEGORIES
GIVEN THE CHOICE, WOULD YOU MOST PREFER TO PURCHASE THE FOLLOWING TYPES OF PRODUCTS IN A PHYSICAL STORE OR ONLINE STORE?
Note: Sample size = 1005
67% 63% 57% 56% 54% 41% 19% 33% 37% 43% 44% 46% 59% 81% Personal care (n=493) Books and stationery (n=379) Sporting goods and equipment (n=159) Consumer electronics (n=257) Toys and games (n=237) Media and entertainment (n=178) Travel and tourism (n=211) Physical store Online store
71% HOUSEHOLD (n=420) 69% CLOTHING, FOOTWEAR & ACCESSORIES (n=704) 74% AUTOMOTIVE (n=159)
OF THE FORMER
HOW WOULD YOU GENERALLY RATE YOUR EXPERIENCE WITH PHYSICAL/ ONLINE STORES ON…
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 = 1005; Physical shopper sample size = 841, Online shopper sample size = 738 29 41 44 51 40 59 44 46 57 Delivery options Product availability Finding products Product range Sales and promotions Payment options Return options Customer service Overall experience 55 58 61 62 51 65 27 27 61 Delivery options Product availability Finding products Product range Sales and promotions Payment options Return options Customer service Overall experience RATING GAP -4 pts +19 pts +17 pts -6 pts -11 pts -11 pts -17 pts -18 pts -26 pts
PHYSICAL STORE SCORES ONLINE STORE SCORES
ALTHOUGH PREFERRED, PHYSICAL STORES ARE RATED LOWER THAN ONLINE STORES FOR OVERALL EXPERIENCE AND MOST STORE ATTRIBUTES – INDICATING HIGHER EXPECTATIONS
STANDARD DELIVERY WAS THE MOST FREQUENTLY USED DELIVERY METHOD FOR ONLINE PURCHASES
THINKING ABOUT THE PRODUCTS YOU PURCHASED ONLINE IN THE LAST THREE MONTHS, WHAT IS THE DELIVERY/ COLLECTION METHOD YOU MOST FREQUENTLY USED FOR EACH TYPE OF PRODUCT?
Note: Online shopper sample size = 738; 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 12% 9% 53% 19% 7% 0% Books and stationery 5% 10% 62% 12% 4% 7% Clothing, footwear, and accessories 2% 13% 71% 12% 2% 1% Consumer electronics 3% 18% 60% 14% 4% 1% Household 3% 12% 69% 13% 3% 1% Media and entertainment 5% 10% 48% 12% 3% 22% Personal care 3% 13% 66% 16% 2% 0% Sporting goods and equipment 2% 13% 52% 26% 6% 1% Travel and tourism 6% 6% 22% 7% 4% 54% Toys and games 3% 8% 63% 20% 3% 3%
66%
TWO THIRDS OF SHOPPERS HAVE RETURNED A PHYSICAL STORE PURCHASE
PRODUCT CATEORIES RETURNED
Media and entertainment Automotive
Sporting goods and equipment Travel and tourism
HAVE YOU EVER RETURNED A PURCHASE YOU MADE IN A PHYSICAL STORE?
WHEN NON-GROCERY SHOPPING, WHICH OF THE FOLLOWING FACTORS ARE THE MOST IMPORTANT TO YOU?
WHAT TYPES OF PRODUCTS HAVE YOU RETURNED?
Sample size = 1005; Physical store return sample size = 659; This is a multiple response question, as such percentages do not add to 100%
Note: Sample size = 1087; This was a multiple response question therefore responses do not equal 100%; Tracking data available to partners
66% 28% 17% 12% 9% 9% 8% 7% 7% 2% 2% Clothing, footwear and accessories
Consumer
Household
electronics Toys and games Books and stationery Personal care
Other
A LOWER PROPORTION OF SHOPPERS HAVE RETURNED ONLINE PURCHASES COMPARED TO PHYSICAL STORES
HAVE YOU EVER RETURNED A PURCHASE YOU MADE ONLINE?
WHAT TYPES OF PRODUCTS HAVE YOU RETURNED?
Sample size = 1005; Online return sample size = 420;
is a multiple response
42% 61% 16% 14% 8% 8% 7% 7% 7% 7% 5% 3% Clothing, footwear, and accessories
electronics
Books and stationery
and entertainment
and games
care
and equipment
and tourism Other
This
question, as such percentages do not add to 100%
Consumer
Household
Media
Toys
Automotive Personal
Sporting goods
Travel
THE MOST COMMON REASON FOR RETURNING ONLINE PURCHASES WAS BECAUSE OF DAMAGES OR DEFECTS
REASONS FOR RETURN CHANGE OF MIND DID NOT FIT
WHICH OF THE FOLLOWING REASONS BEST EXPLAINS WHY YOU RETURNED YOUR ONLINE PURCHASE?
Note: Online return sample size = 420; This was a multiple choice question as such percentages do not add up to 100%
DID NOT MATCH DESCRIPTION DAMAGED OR DEFECTIVE PURCHASED MULTIPLE SIZES WRONG PRODUCT DELIVERED Clothing, footwear and accessories (n=258) 10% 51% 18% 11% 7% 3% Consumer electronics (n=67) 3% 11% 18% 47% 11% 7% Household (n=60) 11% 10% 25% 33% 10% 10% Books and stationery (n=33) 15% 9% 19% 32% 15% 9% Media and entertainment (n=33) 13% 15% 21% 30% 13% 9% Toys and games (n=31) 24% 7% 12% 39% 7% 7% Automotive (n=29) 13% 20% 29% 20% 2% 16% Personal care (n=28) 8% 14% 22% 36% 11% 8% Sporting goods and equipment (n=28) 10% 23% 8% 40% 15% 5% Travel and tourism (n=22) 9% N/A 27% N/A N/A N/A
HOW DO YOU MOST PREFER TO RETURN A PRODUCT PURCHASE YOU MADE ONLINE?
NOTE, THIS QUESTION ONLY APPLIES TO PHYSICAL PRODUCTS
Note: Online return sample size = 420; Percentages may not add up to 100% due to rounding
62% 50% 46% 45% 42% 39% 39% 33% 29% 28% 38% 40% 39% 38% 43% 46% 58% 45% 10% 12% 13% 15% 20% 18% 14% 9% 26% Automotive (n=29) Clothing, footwear, and accessories (n=258) Consumer electronics (n=67) Media and entertainment (n=33) Household (n=60) Personal care (n=28) Sporting goods and equipment (n=28) Books and stationery (n=33) Toys and games (n=31)
return mail Physical store Collection drop
Via
off point
SHOPPERS WERE SEEKING FLEXIBILITY ON HOW THEY RETURN ONLINE PURCHASES
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