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Think Like An Ecommerce Leader

Insights to lead the pack

Canada Post surveyed 5,000 Canadians to find out how their shopping habits are evolving and where they are headed next. Take a look.

Keep your finger on the pulse

The surge in online shopping isn’t slowing down. Our latest research explores what’s happening in the ecommerce market, how Canadian shoppers are changing and how you can turn that evolution into opportunity. Use these insights to keep pace and set your business up for success in 2022.

Get our Market Insights infographic

Master ecommerce basics

With increased ecommerce spending comes increased competition and expectations. By paying close attention to the factors that attract and convert customers, you will help get customers through checkout.

A laptop displays a shopping cart icon.

Ensure shipping fees are manageable

80% focus on shipping cost when choosing a retailer.

Fulfill orders efficiently

42% will choose one retailer over another because they process orders more quickly.

Keep customers informed

44% will abandon their cart if a delivery date is not provided.

Be transparent about returns

63% of shoppers will not complete a transaction due to concerns over the return policy.

Eliminate ecommerce barriers

65% will abandon their cart because the online store is too difficult to navigate.

 

Report

Top 10 shipping questions answered

Find out what shoppers expect from your business when it comes to shipping – and how to deliver it.
Get the report

Focus forward

Consumer expectations have evolved, raising the stakes for retailers. Understanding how new shopping behaviours impact 2022 retail trends is critical. Online shoppers have shared five thoughts on what will be important to them going forward. Here’s what they are thinking:

A woman in a pale green sweater holds a wooden boomerang.

How Canadian shoppers will travel through stores

When shoppers visit a store, it will be less about aimless browsing and more about experiencing the tactile details missing from online shopping.

The lasting impact of the pandemic on Canadian retail

While some online shoppers are excited to shop in store, others remain hesitant and will be for the foreseeable future.

The expanded role of online shopping and the digital experience

As Canadians plan to buy the same or even more online in 2022, digital channels will continue to take on an expanded role as customers utilize the controlled environment in advance of online and in-store purchases.

Support for small, independent and local business

Even as Canadian shoppers continue to seek the familiarity of larger, well-known retailers, they are increasingly willing to diversify their spending, seeking out smaller, independent brands or Canadian-based retailers.

Greater expectations from brands

Shoppers are looking for brands that align with their values and are becoming more aware of the environmental impact of their shopping – rewarding retailers who can minimize packaging and optimize shipping.

Talk to customers to understand them and earn their loyalty

The best way to understand someone is to hear from them directly. Engage on social media, talk to your customers and retail salespeople, and dive into your online data.

Find out exactly what shoppers said – and how it impacts you. What they’ve said may surprise you, but it may also be a key driver of success.

Read the Future Shopper blog now

Navigating the Canadian shopper journey

Our lives have been rerouted in many ways over the last year or so – and shoppers are no different. They discovered new brands, created new habits, set new expectations and redefined how they make purchasing decisions – both in store and online.

The ecommerce shopper journey is going in a new direction – and you need to understand where it’s leading your business.

In this new report, we explore:

  • What the consumer path to purchase is, and how it’s changing
  • Where businesses can add value across the shopper journey
  • How to improve the shopper experience at every touchpoint

Find out what we discovered about your shoppers’ reimagined journey.

Download report

Build long-term loyalty

Looking to make a deeper connection with your customers? Go further by learning which features stand out from the pack and help you retain your hard-earned customers.

50%

Be consistent

50% expect retailers to offer a consistent experience across all digital channels.

46%

Offer value

46% will choose a retailer because of their loyalty/rewards program.

40%

Connect pre-purchase

40% of customers think offering recommendations based on browsing history is a standout feature.

Provide flexible options

74% of in-store pickup users plan to maintain or increase their use.

GUIDE

Stand out with our future of curbside pickup guide

Online shopping has evolved. Provide shoppers with options to better meet their expectations.
Get the guide

Explore helpful resources

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Business Matters Stop ecommerce fraud in its tracks with these security tips. Get our tips
Ecommerce returns: Closing the gap between retailers and shoppers.
Business Matters Ecommerce returns: Closing the gap between retailers and shoppers. Read blog

Put our ecommerce insights to work for your business. Talk to a Canada
Post representative today to leverage our ecommerce expertise.

Contact an expert

Think Like An Ecommerce Leader