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Posted by Peter Sheldon on April 29, 2013
Last week Forrester published a report on the state of online retail in Canada. We surveyed 1,103 adult online shoppers in Canada to understand what challenges the Canadian public face when shopping online. We found that Canadian online shoppers have many complaints; among them high shipping costs and lackluster product assortments. Furthermore, Canadian online shoppers are acutely aware of the gap between the online experiences of domestic sites versus those in the US. Canadian sites are missing key online capabilities like free shipping, flexible pickup options, a stress-free return policy, and omnichannel payment options in addition to the obvious price discrepancies.
Some of the reports highlights include the following facts:
So what does the future hold for online retail in Canada? Some retailers like BestBuy, Wal-Mart and Amazon already offer mature Canadian-centric online shopping experiences, but many Canadian merchants still fail to deliver the basics. These merchants need to smarten up; US retail powerhouses, including Nordstrom and Target are not only opening physical stores in Canada but also have the means and, more importantly, the know-how to satisfy Canadian online shoppers. The Canadian consumer cares little for domestic loyalty – if they can’t find it domestically and at the right price, they are more than willing to play tax and duty roulette and shop from the US.
Forrester clients can read the full report here, or join me as I present this research at two upcoming events: