CONSUMER SURVEY

202 1

Hubbed commissioned an independent survey of 1005Australians to gauge the proportion of consumers whoshopped online in late 2020 and early 2021 [1]. It alsosought to uncover the proportion of Australians whoreturned those online purchases.

About the study

[1] From a February 2021 HUBBED survey of Australians who shopped online at least three times in the last three months

HOW MUCH OF THEIR SHOPPINGDID AUSTRALIANS CONDUCTONLINE IN THE LAST FEW MONTHS?

In December and January, 98 per cent of Australiansshopped online. Sixty-six (66) per cent of Australiansconducted at least 50 per cent of their shopping online,while 32 per cent undertook more than 50 per cent oftheir shopping online.

More young Australians shopped online during thisperiod: 74 per cent of 18–30-year-olds said they didmore than 30 per cent of their shopping online,compared with 38 per cent of over-50s.

Young Australians also conducted a higher proportion oftheir shopping online: 21 per cent of 18-30s did morethan 70 per cent of their shopping online, comparedwith 14 per cent of 31-50s and 11 per cent of over-50s.

98%Australians shopped

online

1005 survey partipants

1t

1t

HOW MUCH OF YOUR DECEMBERAND JANUARY SHOPPING DID YOU

DO ONLINE?

18-30

30-50

50+ 2

21 25 28 19 6

14 21 33 23 9

10 22 26 28 12

I didn't purchase goods online More than 70% More than 70% 50 - 70% 30 - 50% under 10%

Age Group Results in %

Across the States and Territories, an equal 29 per cent of ACT and WAresidents did 30-50 per cent of their shopping online, compared with22 per cent of Victorians and 18 per cent of South Australians.

A higher proportion of those in the Northern Territory did more than70 per cent of their shopping online (chosen by 50 per cent), 21 percent of Victorians, 13 per cent of South Australian and WA residents,and 10 per cent of NSW residents said the same.

28 6

9

Less than 5%37.1%

Around 10%22.9%

Around 20%17.1%

Around 30%8.6%

Around 50%8.6%

Around 40%2.9%

More than 50%2.9%

WHAT PERCENTAGE OF ITEMS INDECEMBER AND JANUARY WERE

RETURNED?

Twenty three (23) percent of Australians returned more than 10 percent of items they purchased during this period. Specifically, 36 percent returned one or more items.

28 6

9

WHAT PERCENTAGE OF YOURPURCHASED ITEMS DID YOU

RETURN?

Response All%

NSW VIC QLD ACT SA WA NT 18-30 31-50 50+

State % Age %

Less than 5%

Around 10%

Around 20%

Around 30%

Around 40%

Around 50%

More than 50%

None

13

8

6

3

2

3

1

65

13

8

10

5

2

4

2

57

13

7

4

2

1

4

2

67

13

7

4

1

1

1

1

73

24

0

0

0

0

6

12

59

14

6

9

3

4

1

1

65

14

7

7

4

2

3

0

64

9

23

0

0

0

0

0

83

18

10

10

1

2

3

1

55

15

9

9

7

3

6

2

49

9

5

2

1

0

0

1

82

Young shoppers were more likely to return items than older shoppers: 48per cent of 18 - 50 year olds returned purchases, compared with 18 per centof over 50's.

Younger shoppers also returned more items than older shoppers. Thirty-eight(38) per cent of 18–30-year-olds returned up to 20 per cent of their purchases,followed by 33 per cent of 31-50s and compared with 16 per cent of over-50s.

Across the States and Territories, 43 per cent of NSW residents returned one ormore items, followed by 41 per cent of ACT residents and compared with 33 percent of Victorians and 17 per cent of NT residents.

A higher proportion of NSW residents returned up to half of their purchase,with 41 per cent admitting to this, compared with 31 per cent of Victorians and26 per cent of Queenslanders.