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 this holiday season and into 2022.
Learn how ecommerce is evolving
Ecommerce has accelerated at a record pace and is on track to continue growing in 2022. Now is the time to ensure your ecommerce strategy is optimized to set your business up for success. Shopper behaviour and expectations have significantly changed over the past year. Here are some key stats from 2021 that illustrate a major shift from retail to ecommerce:
89% of Canadians plan to spend more or the same amount on online purchases in the coming year.
Shoppers made an average of 27.4 online purchases per year (up from 16.6 in 2019).
68% of curbside pickup users plan to maintain or increase their use.
Shopper frequency continues to climb. 1/3 of Canadian online shoppers are making 25-75+ online purchases for delivery annually – a 16% increase since 2019.
Ecommerce is growing in Canada with no signs of slowing down. Canadians are more comfortable shopping online and know what a best-in-class customer experience looks like. Meeting their needs will help drive customers to shop with you.
Get ecommerce news, resources and tips delivered to your
inbox when you sign up for our ecommerce newsletter.
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.
50% expect retailers to offer a consistent experience across all digital channels.
46% will choose a retailer because of their loyalty/rewards program.
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.
Communicate clearly with customers – especially this holiday season. If you manage Canadians’ expectations upfront and throughout the customer experience, they will reward you with purchases and loyalty. Here’s how to win the holidays:
Prepare ecommerce operations
Plan and adapt early to meet shopper expectations, drive conversions and strengthen customer loyalty.
Engage in clear and transparent communications with shoppers throughout the holiday shopping season.
Provide an easy-to-find and clear return policy.
Strategically plan and execute your promotions early to spread out order volumes. Consider extending your return policies to match your promotions and encourage early shopping.
Leverage your website and marketing channels to communicate promotions, shipping deadlines and delays. Use your physical location to balance volumes and optimize your customer experience.
Some have missed the in-person shopping experience, but how they return to stores will be different.
Not all shoppers are in the same place. The recent shifts in shopping habits, born of necessity, will continue to have a lasting effect.
They plan to use ecommerce to support shopping on and offline.
Find out exactly what shoppers said – in their own words
Read the Future Shopper blog now
– and how it impacts you. What they’ve said may surprise
you, but it may also be a key driver of success.
Explore helpful resources
Put our ecommerce insights to work for your business. Talk to a Canada
Post representative today to leverage our ecommerce expertise.