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RESONATE CX RESEARCH

Top E-commerce Insights: What Customers Value in 2021

Discover essential 2021 trends in our e-commerce industry report on Australian shopper behavior.

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essential read for ENHANCING CX

Unravels the Behavioral Shifts of Online Consumers in 2021

Emerging Opportunities in E-commerce

Here’s what you’ll discover:

The shift in online spending habits due to the pandemic, with a significant portion of consumers maintaining increased online spending post-COVID.
The emergence of distinct customer personas in e-commerce, ranging from enthusiasts to slow adopters, each with unique online shopping preferences.
Key drivers for e-commerce preference, including convenience, product availability, and safety concerns.
The impact of delivery fees and product availability on customer acquisition and retention in the e-commerce space.
How trust and effective problem resolution can convert one-time buyers into loyal customers.

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Recognised for CX Excellence: Summer 2026

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