Buying behavior insights: Trust, safety and seamless experiences
Research on ANZ ecommerce
December 2023
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Inside the report
How are cost-of-living pressures influencing shoppers’ buying behaviors? Are trust, safety, and seamless customer experiences enough to drive customers to purchase?
Riskified partnered with Power Retail to answer these questions with a survey of 565 consumers across spending habits, relationships with retailers, and more. The good news for merchants: 44% of online shoppers say they have increased their discretionary spending. The bad news? 75% of shoppers state that poor customer service will stop them from purchasing again with a retailer. Merchants can use these insights to better understand and meet their customers’ expectations amidst turbulent economic conditions.
Access our exclusive research to uncover Australian shoppers’ perspectives, including:
- Attitudes towards discretionary spending and loyalty drivers
- Consumer priorities across pricing, discounts, and customer service
- What incentivises shoppers’ purchase decisions
- What makes customers willing to explore alternative retailers
- The impacts of security and social proof signals
Executive summary
01 Consumer Likes, Dislikes, and Spending Trends
02 What Customers Say Makes them Walk Away
03 Current Loyalty and Feedback Opportunities
04 The Purchase-Decision Power of Social Proof
05 The State of Security for Online Shoppers
06 Consumer Views on Staying Secure
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