Click-and-Collect Sparks In-Store Sales In Australia

In-store and curbside pickup — also known as “click-and-collect” options — are helping Australian merchants boost their bottom lines. Not only did roughly three in 10 Australian eCommerce shoppers use click-and-collect for their most recent purchase, but four in 10 of those click-and-collect shoppers wound up buying even more products when they went to the store to pick up their items. This shows that in Australia, providing click-and-collect options can have a two-pronged benefit of boosting both eCommerce and brick-and-mortar sales.

That is according to the 2022 Global Digital Shopping Playbook: Australia Edition, a PYMNTS and Cybersource collaboration. We surveyed more than 13,000 consumers across six major economies to determine how global consumers’ shopping and payment habits are shifting as their local economies continue to digitize and how well merchants are changing their operations to meet these demands.

Key findings from our research include the following:

• One million more Australian consumers have used their mobile phones for shopping in 2021 than in 2020. Most used their phones to find product information, compare prices, earn rewards and checkout using an app.

• Australian merchants use deals, promotions and voice-assisted shopping to attract consumers to their stores. Not only did 64% more Australian merchants offer promotions, coupons and other deals in 2021 than in 2020, but 10% more merchants promised to price-match competitors.

• Australian merchants are removing the digital features that consumers value, such as real-time inventory and digital profiles, and they are losing shoppers as a result. Our research shows that 44% more Australian shoppers picked up their eCommerce purchases in-store from an employee in 2021 than in 2020, for example, even though 36% fewer local merchants are offering this service.

These are only a few of the shopping trends that are shaping Australia’s rapidly digitizing market. The 2022 Digital Shopping Playbook: Australia Edition provides even more actionable insights into how local merchants and innovators can maximize their chances for conversion Down Under.

To learn more about what Australian merchants get right and wrong about meeting connected shoppers’ increasingly digital-first demands, download the report.