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Retail & WholesaleWhistl Discovers Minimal Customer Loyalty in the Online Retail Sector

Whistl Discovers Minimal Customer Loyalty in the Online Retail Sector

Whistl, a leading authority on the e-commerce industry, has released a new report shedding light on the current state of the sector. Surprisingly, the report reveals that a mere 3% of consumers exhibit loyalty towards online retailers, while a significant 83% of purchasing decisions are driven primarily by price. With economic pressures affecting household spending, the report also predicts a 3% decrease in online spending for the year 2023.

Despite these challenges, the comprehensive report offers valuable guidance to e-commerce retailers on targeting consumers and boosting sales. Notably, households with an income exceeding £70k are anticipated to increase their online spending by 8%.

The study highlights that the cost of delivery now takes precedence over speed for consumers, with 54% prioritising affordable delivery compared to 24% prioritising swift delivery. Furthermore, the report reveals that £5.95 is the maximum acceptable delivery price before it negatively impacts the likelihood of completing a sale.

Opportunities for business growth are identified, such as the adoption of retail subscriptions, which resonate with 43% of the population. Discounts remain a crucial factor in attracting new customers, with 47% of respondents expressing a desire for them, closely followed by the appeal of free delivery (39%).

In terms of media habits, Facebook emerges as the most frequently utilised social channel, with 61% of respondents using it daily. Among men, YouTube is the preferred platform, while females favor Facebook.

Whistl’s report also offers unique consumer online profiles based on demographics, online expenditure, and attitudes towards spending in 2023. Additionally, it provides insights into customer behavior regarding returns, delivery, subscriptions, and social media usage.

Expressing his thoughts on the findings, Nick Wells, Executive Chairman of Whistl, remarked, “Undoubtedly, the trading environment in the UK presents challenges. However, it is crucial that we assist our e-commerce fulfillment customers in navigating these times and empowering them to thrive. Our report not only provides valuable market insights but also profiles the consumer mindset, enabling e-commerce retailers to enhance their online operations and foster business growth.”

The research conducted by Whistl took place in Q1 and involved a representative panel of 1,000 individuals from the UK. For a copy of the research, please visit: https://www.whistl.co.uk/continuetothrive

Sam Allcock
Sam Allcock
With over 20 years of experience in the field SEO and digital marketing, Sam Allcock is a highly regarded entrepreneur. He is based in Cheshire but has an interest in all things going on in the North West and enjoys contributing local news to the site.
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