Australian retailers risk losing online customers to overseas competitors
Announcement posted by Dyn 19 Feb 2015
New Dyn research shows Australian consumers demand a high quality online shopping experience
Sydney, Australia – 19 February, 2015 – Dyn, the worldwide leader in Internet Performance, today released a survey finding that more than two thirds (67 percent) of global consumers use online retailers to shop internationally, however fewer than one in five shoppers say the experience exceeds expectations. In Australia, the figure is even higher, with more than 70 percent of shoppers having purchased from an international retailer at least once in the last 12 months. These findings, which are the conclusion of a survey that spanned 1,400 consumers from 11 different countries, shows the gaps in which ecommerce leaders need to invest resources to successfully address the way a growing portion of their Australian customers choose to shop.
Shopping internationally is a growing trend in ecommerce. In Australia, almost half of consumers (47 percent of respondents) have shopped internationally more than three times in the past 12 months. Even though 60 percent of Australian consumers decided their overall international retail shopping experience was okay, they found the experience difficult due to website slowness and difficult-to-use sites.
“These results raise the issue for online businesses of customer satisfaction and retention, and presents an opportunity for Australian companies,” said Martin Ryan, VP, MD, Asia Pacific, Dyn. “In today’s global economy, providing an excellent online shopping experience for local and international customers raises the chances of repeat business. Conversely, if local e-retailers provide a poor experience, Australians are more likely to turn to international vendors for their shopping needs, which will impact the bottom line of local companies significantly.”
“As companies work to serve their global customer base, they need to realise that the strategy they use to reach local customers often does not translate to success in different geographic markets. Dyn is working to help companies understand how monitoring and optimising Internet Performance can consistently deliver an exceptional experience to all customers, regardless of location. It’s an important distinction, especially when you consider that performance issues like website latency create a trust issue for consumers, resulting in the potential for significant revenue loss.”
According to the survey, the consumer response to website issues varies from country to country. Australians however, are forgiving when it comes to website troubles, with 77 percent of local consumers willing to give the website a second chance. A key take-out for ecommerce companies to note is that a slow page-load time is often the reason around 80 percent of consumers will lose trust with a company. By improving the overall customer experience, ecommerce companies can effectively manage consumer demands, increase their brand reputation and provide the same, high-quality experience, whether the customer is shopping online or in the store.
“The insatiable demand for an international online shopping experience means businesses will continue serving those customers, but because ecommerce only wins when it exceeds customer expectations, companies need a smart strategy for approaching international markets,” said Martin Ryan. “The only true way to navigate these lucrative waters is by constantly monitoring how your assets perform for your customers, controlling outside factors like ISPs and using that information to optimise the Internet Performance experience.”
For the complete results of the survey visit www.dyn.com/retail-survey .
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About the Research
In January 2015, Dyn surveyed more than 1400 consumers from 11 countries around the world, including U.S., China, India, U.K., Germany, Singapore, Hong Kong, Malaysia, Israel, Netherlands and Australia. Consumers were asked about their online shopping experiences and also asked to compare their in-store shopping.
About Dyn
Dyn is a cloud-based Internet Performance company. Dyn helps companies monitor, control, and optimise online infrastructure for an exceptional end-user experience. Through a world-class network and unrivaled, objective intelligence into Internet conditions, Dyn ensures traffic gets delivered faster, safer, and more reliably than ever.
Dyn is the leading Internet Performance provider to the most visited web properties in the world, as measured by the Alexa 1000. Dyn delivers more brand loyalty, customer satisfaction, and increased sales from start-ups to Global 2000 companies and businesses in between. Dyn is Internet Performance. Delivered. Visit dyn.com for more info on how Dyn delivers.
Dyn Media Contact
Ayla Fitzgibbon | Max Australia | dyn@maxaustralia.com.au | 02 9469 5740
Sydney, Australia – 19 February, 2015 – Dyn, the worldwide leader in Internet Performance, today released a survey finding that more than two thirds (67 percent) of global consumers use online retailers to shop internationally, however fewer than one in five shoppers say the experience exceeds expectations. In Australia, the figure is even higher, with more than 70 percent of shoppers having purchased from an international retailer at least once in the last 12 months. These findings, which are the conclusion of a survey that spanned 1,400 consumers from 11 different countries, shows the gaps in which ecommerce leaders need to invest resources to successfully address the way a growing portion of their Australian customers choose to shop.
Shopping internationally is a growing trend in ecommerce. In Australia, almost half of consumers (47 percent of respondents) have shopped internationally more than three times in the past 12 months. Even though 60 percent of Australian consumers decided their overall international retail shopping experience was okay, they found the experience difficult due to website slowness and difficult-to-use sites.
“These results raise the issue for online businesses of customer satisfaction and retention, and presents an opportunity for Australian companies,” said Martin Ryan, VP, MD, Asia Pacific, Dyn. “In today’s global economy, providing an excellent online shopping experience for local and international customers raises the chances of repeat business. Conversely, if local e-retailers provide a poor experience, Australians are more likely to turn to international vendors for their shopping needs, which will impact the bottom line of local companies significantly.”
“As companies work to serve their global customer base, they need to realise that the strategy they use to reach local customers often does not translate to success in different geographic markets. Dyn is working to help companies understand how monitoring and optimising Internet Performance can consistently deliver an exceptional experience to all customers, regardless of location. It’s an important distinction, especially when you consider that performance issues like website latency create a trust issue for consumers, resulting in the potential for significant revenue loss.”
According to the survey, the consumer response to website issues varies from country to country. Australians however, are forgiving when it comes to website troubles, with 77 percent of local consumers willing to give the website a second chance. A key take-out for ecommerce companies to note is that a slow page-load time is often the reason around 80 percent of consumers will lose trust with a company. By improving the overall customer experience, ecommerce companies can effectively manage consumer demands, increase their brand reputation and provide the same, high-quality experience, whether the customer is shopping online or in the store.
“The insatiable demand for an international online shopping experience means businesses will continue serving those customers, but because ecommerce only wins when it exceeds customer expectations, companies need a smart strategy for approaching international markets,” said Martin Ryan. “The only true way to navigate these lucrative waters is by constantly monitoring how your assets perform for your customers, controlling outside factors like ISPs and using that information to optimise the Internet Performance experience.”
For the complete results of the survey visit www.dyn.com/retail-survey .
###
About the Research
In January 2015, Dyn surveyed more than 1400 consumers from 11 countries around the world, including U.S., China, India, U.K., Germany, Singapore, Hong Kong, Malaysia, Israel, Netherlands and Australia. Consumers were asked about their online shopping experiences and also asked to compare their in-store shopping.
About Dyn
Dyn is a cloud-based Internet Performance company. Dyn helps companies monitor, control, and optimise online infrastructure for an exceptional end-user experience. Through a world-class network and unrivaled, objective intelligence into Internet conditions, Dyn ensures traffic gets delivered faster, safer, and more reliably than ever.
Dyn is the leading Internet Performance provider to the most visited web properties in the world, as measured by the Alexa 1000. Dyn delivers more brand loyalty, customer satisfaction, and increased sales from start-ups to Global 2000 companies and businesses in between. Dyn is Internet Performance. Delivered. Visit dyn.com for more info on how Dyn delivers.
Dyn Media Contact
Ayla Fitzgibbon | Max Australia | dyn@maxaustralia.com.au | 02 9469 5740
Shopping internationally is a growing trend in ecommerce. In Australia, almost half of consumers (47 percent of respondents) have shopped internationally more than three times in the past 12 months. Even though 60 percent of Australian consumers decided their overall international retail shopping experience was okay, they found the experience difficult due to website slowness and difficult-to-use sites.
“These results raise the issue for online businesses of customer satisfaction and retention, and presents an opportunity for Australian companies,” said Martin Ryan, VP, MD, Asia Pacific, Dyn. “In today’s global economy, providing an excellent online shopping experience for local and international customers raises the chances of repeat business. Conversely, if local e-retailers provide a poor experience, Australians are more likely to turn to international vendors for their shopping needs, which will impact the bottom line of local companies significantly.”
“As companies work to serve their global customer base, they need to realise that the strategy they use to reach local customers often does not translate to success in different geographic markets. Dyn is working to help companies understand how monitoring and optimising Internet Performance can consistently deliver an exceptional experience to all customers, regardless of location. It’s an important distinction, especially when you consider that performance issues like website latency create a trust issue for consumers, resulting in the potential for significant revenue loss.”
According to the survey, the consumer response to website issues varies from country to country. Australians however, are forgiving when it comes to website troubles, with 77 percent of local consumers willing to give the website a second chance. A key take-out for ecommerce companies to note is that a slow page-load time is often the reason around 80 percent of consumers will lose trust with a company. By improving the overall customer experience, ecommerce companies can effectively manage consumer demands, increase their brand reputation and provide the same, high-quality experience, whether the customer is shopping online or in the store.
“The insatiable demand for an international online shopping experience means businesses will continue serving those customers, but because ecommerce only wins when it exceeds customer expectations, companies need a smart strategy for approaching international markets,” said Martin Ryan. “The only true way to navigate these lucrative waters is by constantly monitoring how your assets perform for your customers, controlling outside factors like ISPs and using that information to optimise the Internet Performance experience.”
For the complete results of the survey visit www.dyn.com/retail-survey .
###
About the Research
In January 2015, Dyn surveyed more than 1400 consumers from 11 countries around the world, including U.S., China, India, U.K., Germany, Singapore, Hong Kong, Malaysia, Israel, Netherlands and Australia. Consumers were asked about their online shopping experiences and also asked to compare their in-store shopping.
About Dyn
Dyn is a cloud-based Internet Performance company. Dyn helps companies monitor, control, and optimise online infrastructure for an exceptional end-user experience. Through a world-class network and unrivaled, objective intelligence into Internet conditions, Dyn ensures traffic gets delivered faster, safer, and more reliably than ever.
Dyn is the leading Internet Performance provider to the most visited web properties in the world, as measured by the Alexa 1000. Dyn delivers more brand loyalty, customer satisfaction, and increased sales from start-ups to Global 2000 companies and businesses in between. Dyn is Internet Performance. Delivered. Visit dyn.com for more info on how Dyn delivers.
Dyn Media Contact
Ayla Fitzgibbon | Max Australia | dyn@maxaustralia.com.au | 02 9469 5740
Sydney, Australia – 19 February, 2015 – Dyn, the worldwide leader in Internet Performance, today released a survey finding that more than two thirds (67 percent) of global consumers use online retailers to shop internationally, however fewer than one in five shoppers say the experience exceeds expectations. In Australia, the figure is even higher, with more than 70 percent of shoppers having purchased from an international retailer at least once in the last 12 months. These findings, which are the conclusion of a survey that spanned 1,400 consumers from 11 different countries, shows the gaps in which ecommerce leaders need to invest resources to successfully address the way a growing portion of their Australian customers choose to shop.
Shopping internationally is a growing trend in ecommerce. In Australia, almost half of consumers (47 percent of respondents) have shopped internationally more than three times in the past 12 months. Even though 60 percent of Australian consumers decided their overall international retail shopping experience was okay, they found the experience difficult due to website slowness and difficult-to-use sites.
“These results raise the issue for online businesses of customer satisfaction and retention, and presents an opportunity for Australian companies,” said Martin Ryan, VP, MD, Asia Pacific, Dyn. “In today’s global economy, providing an excellent online shopping experience for local and international customers raises the chances of repeat business. Conversely, if local e-retailers provide a poor experience, Australians are more likely to turn to international vendors for their shopping needs, which will impact the bottom line of local companies significantly.”
“As companies work to serve their global customer base, they need to realise that the strategy they use to reach local customers often does not translate to success in different geographic markets. Dyn is working to help companies understand how monitoring and optimising Internet Performance can consistently deliver an exceptional experience to all customers, regardless of location. It’s an important distinction, especially when you consider that performance issues like website latency create a trust issue for consumers, resulting in the potential for significant revenue loss.”
According to the survey, the consumer response to website issues varies from country to country. Australians however, are forgiving when it comes to website troubles, with 77 percent of local consumers willing to give the website a second chance. A key take-out for ecommerce companies to note is that a slow page-load time is often the reason around 80 percent of consumers will lose trust with a company. By improving the overall customer experience, ecommerce companies can effectively manage consumer demands, increase their brand reputation and provide the same, high-quality experience, whether the customer is shopping online or in the store.
“The insatiable demand for an international online shopping experience means businesses will continue serving those customers, but because ecommerce only wins when it exceeds customer expectations, companies need a smart strategy for approaching international markets,” said Martin Ryan. “The only true way to navigate these lucrative waters is by constantly monitoring how your assets perform for your customers, controlling outside factors like ISPs and using that information to optimise the Internet Performance experience.”
For the complete results of the survey visit www.dyn.com/retail-survey .
###
About the Research
In January 2015, Dyn surveyed more than 1400 consumers from 11 countries around the world, including U.S., China, India, U.K., Germany, Singapore, Hong Kong, Malaysia, Israel, Netherlands and Australia. Consumers were asked about their online shopping experiences and also asked to compare their in-store shopping.
About Dyn
Dyn is a cloud-based Internet Performance company. Dyn helps companies monitor, control, and optimise online infrastructure for an exceptional end-user experience. Through a world-class network and unrivaled, objective intelligence into Internet conditions, Dyn ensures traffic gets delivered faster, safer, and more reliably than ever.
Dyn is the leading Internet Performance provider to the most visited web properties in the world, as measured by the Alexa 1000. Dyn delivers more brand loyalty, customer satisfaction, and increased sales from start-ups to Global 2000 companies and businesses in between. Dyn is Internet Performance. Delivered. Visit dyn.com for more info on how Dyn delivers.
Dyn Media Contact
Ayla Fitzgibbon | Max Australia | dyn@maxaustralia.com.au | 02 9469 5740