The top reasons people shop online

Offering an excellent delivery experience is key to ecommerce, research by Elavon has shown.

When we questioned more than 1,000 adults across the UK, two thirds (66%) of those who answered said that free returns, labels and packaging would encourage them to shop online. A similar proportion (61%) said reliable delivery was a key reason to encourage online shopping. 

Respondents were also keen for same-day delivery (42%), returns collected from their house (39%) and a wider range of delivery slots (28%).

Well-designed website will win customers

Our research also shows the importance of the design and writing on your website. Almost a third (30%) of shoppers said more detailed descriptions would encourage them to shop online, and more than a quarter (28%) say better images would motivate them to shop online.

“This really speaks to the quality of your ecommerce product, whether that’s a website, app or other channel,” says James. “Make sure your descriptions are fair and accurate, but also to the point. 

“We know the main driver to a physical shop is the ability to see and even handle a product before purchasing. If you only sell online, this isn’t necessarily possible so the images and associated description are key selling points. 

“Consider also including video of your products being used. This could be particularly helpful if what you’re selling is complicated to use or set up.

“And while augmented reality might sound technical, it could simply be showing customers what your product, whether that’s a pair of glasses or art, will look like in their own space.” 

Know your customer

Meanwhile, 18% of shoppers said free product samples would encourage them to shop online. This figure rose to 24% for women in particular. Something to consider if you stock items that are easy and cost effective to send out and/or you are trying to appeal to a particular customer. 

And James pointed out that buy now pay later (BNPL), offered by the likes of Klarna and PayPal, is growing in popularity and awareness.

“Not only is adding BNPL to your ecommerce site making your business more attractive, we know it encourages shoppers to spend more with you,” said James. 

“The ability to spread the cost of big ticket items across several months, potentially without any additional expense, is a real draw to shoppers.”

Knowing and understanding what your customers want and need gives you an edge. At Elavon, we continue to research and add to our already considerable expertise, so we understand how best to help you, our customers and partners. 

Combine that knowledge with your own experience, coupled with the data you can pull from our payments packages, and you’ve got a winning combination.

Thinking about how to apply all this to your payments plan? Considering expanding or adding a physical store to your online business? Whatever your question, talk to us.