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enough’ product delivered fast. They have the luxury of being more selective about the product they’re choosing. This was applicable to 21 per cent of consumers when buying clothing; 18 per cent when buying consumer electronics and 18 per cent for home goods.


However, Food & Beverage and Household Supplies are the industries in which people have most changed their shipping preferences in favor of faster deliveries, with nearly 1 in 5 respondents saying they prefer to buy from retailers with fast delivery since the start of the Coronavirus outbreak.


4. More of us are signing up to subscription box services 1 in 10 consumers in the poll have signed up to non-food subscription boxes. 11 per cent have signed up for a non-food subscription box specifically as a result of Coronavirus, with the largest cohort being millennials with young families. While they’re unable or unwilling to visit stores, subscription box


services provide them with the peace-of-mind that they’ll receive their goods shipped directly to their door. Two out of three consumers that have signed up for these services say it has led them to shop less with non-subscription retailers that sell these products.


With 14 per cent saying they plan to sign up with a non-food subscription service soon, retailers and ecommerce firms have the chance to maximise this opportunity. Subscription box services introduce new products to customers; generate new revenue streams; and drive retention and growth.


5. We prefer home pick-up for our returns – and this is influencing our purchasing The returns process seems to have a greater influence over purchasing decisions than ever. Store-based returns seem to be falling out of favour: 44 per cent of respondents in the poll have decided not to shop online with certain stores because it would require a physical drop-off for


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returns. The same percentage say they would be unlikely or very unlikely to drop off returns in-store, and 43 per cent unlikely to drop off at a returns desk or kiosk inside a mall. Instead, consumers are more than happy to manage their returns from home. Home pick- up by carrier is the preferred returns process for consumers, although many retailers still don’t offer this.


Even before lockdown, 66 per cent of consumers said they love home pick-up for returns. Home pick-up is three times more popular than carrier drop-off and four times more popular than in-store drop-off. 53 per cent of consumers are happy to pack an item for returning themselves and have the carrier collect from their home.


Building these behavioural shifts into reopening plans could help retailers and ecommerce companies forge ahead and get closer than ever to their customers.


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