Aussie consumers calling for better eCommerce experiences

WP Engine has released a new Generation Resilience Report that surveyed 1000 Australians on the impact digital has had on their careers, perception of the internet, and how they connect with others. The survey revealed that consumers want better eCommerce experiences, with 72% of Australians believing businesses still have a long way to go when it comes to creating seamless customer experiences online. Additionally, 26% of Gen Z responders said ‘slow websites’ have frustrated them most about their online buying experiences over the past year. Gen Z respondents’ top three improvements to shopping online are easier returns (15%), better product displays (11%) and ad-free experiences (10%).

As a generation that has never known a world without the internet, Gen Z also has high expectations for businesses when it comes to their web experiences in the next five years, with 56% of Gen Z survey respondents predicting that websites will become more human in experience by exhibiting emotions when you visit and interact with their pages. 69% of Gen Z respondents believe that interacting with the internet will happen by voice or movements rather than keyboards and mice, while 63% state that biometrics (such as fingerprint and face recognition, voice, and speech recognition) authentication with the internet will be done without a keyboard. 58% of Gen Z respondents believe that all software/websites will have digital learnings and AI capabilities, and a further 58% predict that all websites will ‘talk’ to each other to provide a personalised experience.

The survey also revealed that 51% of Gen Z and 41% of Millennials intend to start their own business. In less than two years, website ownership has increased by more than 300%, with 25% of Gen Z and 28% of Gen Y already owning their own websites. Over half of younger generations intend to launch their business online (Gen Z: 55%, Millennials: 62%), with Gen Z focusing on the retail (25%), entertainment (22%), beauty and wellness (21%), and technology (12%) industries.

65% of Australians stated that they feel more confident buying things online than ever before, with 64% of Australians expecting to maintain their digital habits after the pandemic. Nearly half of Australians (47%), and 55% of Millennials, believe all shopping will take place online in 10 years.

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