The Global Pulse: Ecommerce After COVID-19


Your guide to how COVID-19 has impacted ecommerce in Australia and around the world, with insight on buyer behaviours expected to continue after the pandemic.

We surveyed 475 online shoppers across Australia, and over 2,000 around the world, to better understand how the pandemic has shaped ecommerce buyer behaviour, and what merchants and retailers should consider in order to keep up with growing expectations.

Key findings include:
    • Online spending is steady. Only 15% of consumers expect to spend less in 2021 than they did last year.
    • 56% of consumers say they will prefer to shop online vs. in-store even after the COVID-19 pandemic is over. This is despite 89% of respondents saying they have already started shopping in stores again.
    • 65% of consumers said they would be less likely to shop with brands that decide to not offer click and collect delivery options indefinitely.
    • Over half say they expect brands to offer free shipping, extended return windows, and free returns indefinitely.


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