In “Global 3PL Land” we’re always on the hunt for new insights that will improve the customer experience …
So, we analysed the BigCommerce 2024 Customer Experience Report to gain insight into what shoppers want from eCommerce in the future.
Companies that offer eCommerce solutions can use these learnings to focus their efforts on what is really important to today’s shopper.
Top 10 eCommerce Shopping Trends
- Shipping Costs are a Major Pain Point: High shipping costs are the biggest reason shoppers abandon carts (97%). While more are accepting higher delivery charges, free shipping remains the top loyalty program reward (78%).
- Speed is Key: Nearly three-quarters of shoppers (72%) abandon websites that are too slow. This number has decreased slightly over the past year, but speed remains crucial for conversions.
- Real-time Notifications Don’t Drive Sales: While most shoppers (85%) see real-time notifications of what others are buying, only 13% say it influences their purchase decisions. Retailers should re-evaluate the effectiveness of this tactic.
- Product Filters Matter Most: Across all ages, product filters (category, color, size) are the most helpful feature for finding products (52%). However, preferences vary by age group – seniors favor predictive search and recommendations more.
- Email Reigns Supreme: Despite a slight decline, email marketing remains the most influential channel for purchase decisions (29%). However, abandoned cart emails with discount offers are underutilized, with only 40% containing them, despite a 1/3 conversion rate.
- Shoppers are Making Decisions Without Prompts: The number of online purchases made without marketing influence continues to rise (57% in 2024). This suggests branding and overall customer experience play a significant role.
- Delivery Updates Preferred by Email: Email is the most preferred method for receiving delivery updates (49%), followed by SMS (27%).
- Discounts Drive Email Sign-Ups: The top reason for signing up for marketing emails is to receive discounts (68%). Other reasons include early access to offers (47%) and brand affinity (38%).
- Price Persuasion Works for Abandoned Carts: While most receive abandoned cart emails (91%), only 38% include a discount. However, these emails with discounts have a 32% conversion rate.
- Shoppers Love Contests: When not buying, contests and giveaways are the most popular content type (45% average). Social media posts come in second (16%) followed by lifestyle content (13%).
* The Bigcommerce Customer Experience Report focuses on online shopper behaviour in Australia and New Zealand. The 2024 report examined data over a four year period.
Our Top 3 Recommendations for 2025:
- Work on Free Delivery: Work on getting your delivery costs down and work delivery into your pricing, unless you are selling very large / heavy items.
- Work on improving website speed: About 72% of shoppers will bounce if your website is slow.
- Offer discounts to shoppers who abandon carts: About 32% will come back and convert.
How can you improve on delivery costs and timing?
Find out how our network of integrated logistics providers is designed to bring your shipping costs and delivery times down, no matter what size your company is.