Most SA shoppers believe retailers aren’t giving them what they want

The survey explores what motivates local online shoppers, where they get their ideas from, how they research before they shop, and what factors ultimately drive their appetite for purchasing online. Seventy-eight percent of SA respondents indicate they will be increasing their use of digital shopping channels in the future, albeit 74% of this group say they prefer to shop with a brand that has both a physical and an online store. 

 Over and above examining common denominators across sectors, the study unpacks detail about different products – from groceries, home furnishings, pharmaceuticals, toys/games and electronics to clothing, accessories and financial products. 

 For brands and retailers selling their products and services online or through apps, the results offer a departure point for winning over customers and driving online revenues. Wunderman believes the insights will help businesses understand the demand, highlight how the pandemic has a fast-tracked appetite for online purchase and usage, and point to critical SA consumer expectations about service, pricing, payment methods, delivery, tracking and returns.  

“Where they buy from, what they’re buying online and how much they are spending is one thing, but understanding how South African consumers react to a range of factors is going to be crucial for retailers going forward,” says Parusha Partab, Group Strategy Director at Wunderman Thompson South Africa.

Implications for business strategies going forward

“It has implications for business models, marketing strategies, technology investments, the supply chain – a whole range of business dimensions that need to adapt to our new reality.”

The research also asks respondents about the information presented to them on eCommerce platforms. Eighty-nine percent from South Africa indicate a preference for imagery and videos, while more than 90% claim product reviews and discounts are important.  

There are distinct differences between the results from South Africa and the rest of the world, so one of the key benefits of the local research is that it helps identify what the local emerging trends are and to what extent brands should be ‘localising’ their response to the growing popularity of online shopping. 

Social networks have, globally, been one of the key winners, with Facebook and Instagram featuring as leading platforms of choice for South African respondents. 

 Another key trend that has emerged is the propensity to research online but still conduct the actual purchase in-store – 80% claim they do this. There are also marked preferences for shopping directly from a brand versus what is called an aggregator platform, depending on the nature of the product. 

“This insight will help inform business decisions about online product offerings and portfolio expansion going forward,” says Partab.