Business View Magazine | December 2020

13 BUSINESS VIEW MAGAZINE DECEMBER 2020 MORE THAN A THIRD OF SHOPPERS HAVE BEEN LET DOWN BY AN O ORDER SINCE COVID-19 CRISIS, ACCORDING TO A NEW BRIGHTPEA OPENING L INES • 36% have been let down by an online order since the crisis started • 45% of buyers say online deliveries are taking longer to arrive • 42% of consumers claim unreliable delivery has lessened their trust in online shopping since the start of the pandemic M ore than a third of shoppers have been let down by an online order since the COVID-19 crisis, according to a new Brightpearl study. It found that 42% of consumers say that unreliable delivery has lessened their trust in online shopping since the start of the pandemic. Four out of ten buyers (42%) say online deliveries are taking longer to arrive since social distancing restrictions were introduced across the country earlier this year. The survey of 2,000 consumers from Brightpearl, which provides digital operations solutions for some of the world’s biggest retail brands, showed a huge shift to online shopping since the start of the crisis which is likely to accelerate in 2021. Some 53% of consumers are now buying things online more than normal, with almost 8 in 10 shoppers (78%) expected to increase online purchasing over the next 12 months. However, while increasing numbers of shoppers are switching to online, there is a ‘crisis of confidence’ in some consumers over the