Johannesburg – May 8, 2017 - New research by Nielsen reveals that thinking in terms of bricks versus clicks is outdated, bricks-and-clicks is the current and future retail reality; especially in emerging markets, including South Africa.
Nielsen’s global research “What’s in-store for online grocery shopping – Omni-channel strategies to reach crossover shoppers” (January 2017) was conducted in 63 countries to assess consumer behaviour and attitudes toward in-store and online shopping across product categories; with an emphasis on groceries and fresh produce. It explores patterns across product categories; investigates the key influencers and barriers that affect the decisions of “trialists” (purchased online in the past but not recently) and “considerers” (currently don’t buy online but would consider buying) in adopting online retail models.
Nielsen South Africa Head of Retailer Services Gareth Paterson says; “We found that the most effective strategies to engage shoppers starts with an in-depth understanding of how shoppers make purchasing decisions– both online and in store, while considering the blurring across both options, then offering touchpoints that are specific and relevant to their needs.”
When asked what products or services are currently purchased online, many South African respondents said travel (53%), event tickets (52%), books/music/stationery (45%), IT and mobile (40%) and fashion (38%), while items such as fresh groceries, packaged grocery food, medicines and pet food are mostly accessed in-store. Travel and event tickets are also purchased online with greater frequency than offline, while books/music/stationery and IT and mobile are purchased to the same extent on and offline, and Fashion is still purchased with greater frequency in-store.
For fresh produce (fruit, vegetables, meat and dairy), the most effective online activation strategy is offering a full money-back guarantee for products not meeting expectations. Other high-influence activation strategies include offering the same produce free with subsequent purchase, freshness labels and the ability to make special product requests to suit individual needs, such as green bananas, ripe tomatoes, lean cuts of meat.
Paterson comments; “When it comes to the information sources used to aid purchase decisions in the fresh grocery category, visits to the physical store is top (56%) followed by word-of-mouth (41%), newspapers or magazines (32%), and websites containing coupons or discounts (30%). Our respondents cited online user reviews and blogs or special interest websites at the bottom of the list”.
While online and offline switching behaviours suggest that most consumers choose to buy fresh and packaged groceries and medicine or health-care products in store, the use of online shopping options is growing, especially among tech-savvy Millennials.
In South Africa, which has a 49% internet penetration, 51% of those sampled say they would go to a physical store to buy groceries and would not consider buying online, 40% are not buying online but would consider it, 6% have bought online but not recently, and 3% buy online regularly.
When asked if South African consumers had confidence that their personal information on a retailer’s website is secure, the majority (57%) said they did but 13% somewhat disagreed and seven percent strongly disagreed. Another question dealt with problems of internet connectivity with 42% saying they felt this was a problem in South Africa.
To encourage online purchases of any consumable products, retailers will need to address consumers’ concerns. A full refund for product that doesn’t match consumers’ expectations is most influential among ‘trialists’ and ‘considerers’, but other strategies include same day product replacement, free delivery above a minimum spend, tracking progress of delivery online and free delivery from Tuesday to Thursday every week.
In line with global trends, the most important source of information used in purchasing decisions are traditional touchpoints. Visits to a physical store are helpful for all product categories, but they’re clearly the most influential source for fresh grocery products. For all categories, digital platforms and social media are more influential in purchasing decisions in developing markets than advanced ones, highlighting a greater importance for integrated omni-channel marketing strategies in developing markets.
Some disruptive trends that will continue to drive connected commerce growth include:
Overall, it’s clear that digital retailing gives consumers more ways to shop and greater access to products and services than even before. Consumers are also embracing the freedom of shopping whenever and wherever they please, as growth in online sales outpaces bricks and mortar to capture a growing share of retail spend in many markets around the world.
While these measures show more sales going online; actual consumer behaviour is a little more complicated, as the lines between online and offline channels continue to blur.
Considering this, Paterson comments; “Simply adapting to keep pace is no longer sufficient; to create maximum ROI in an omni-channel environment, winning brands and retailers must know their shoppers – their demands and how and what they’re buying online and in-store- and then leverage the specific touchpoints that will maximise their shopping experience.”
The findings in this survey are based on respondents with online access in 63 countries. While an online survey methodology allows for tremendous scale and global reach, it provides a perspective on the habits of only existing internet users, not total populations. In developing markets where online penetration is still growing, respondents may be younger and more affluent than the general population of that country. In addition, survey responses are based on claimed behaviour, rather than actual metered data. Cultural differences in reporting sentiment are likely factors in the outlook across countries. The reported results do not attempt to control or correct for these differences; therefore, caution should be exercised when comparing across countries and regions, particularly across regional boundaries.
Nielsen Holdings plc (NYSE: NLSN) is a global performance management company that provides a comprehensive understanding of what consumers Watch and Buy. Nielsen’s Watch segment provides media and advertising clients with Total Audience measurement services across all devices where content—video, audio and text—is consumed. The Buy segment offers consumer packaged goods manufacturers and retailers the industry’s only global view of retail performance measurement. By integrating information from its Watch and Buy segments and other data sources, Nielsen also provides its clients with analytics that help improve performance. Nielsen, an S&P 500 company, has operations in over 100 countries, covering more than 90% of the world’s population. For more information, visit www.nielsen.com.
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