The Top Reason Consumers Shop Online Giant is…

Amazon has been growing rapidly during the COVID-19 pandemic, and low price is not a top five sales driver.

According to the second annual consumer survey from delivery management solutions provider Convey, the top reason respondents shop at Amazon is fast, free shipping (73%), followed by “I am an Amazon Prime member” (67%), easy and convenient purchase process (58%), broad selection (49%), and easy returns process (43%). Best pricing comes in sixth (42%), down seven percentage points from 2020, when it ranked fourth.

More than four in 10 (42%) respondents buy the majority of their goods on Amazon – a growth of 83% since the onset of the pandemic. The number of respondents who buy 75 -100% of their products on Amazon is relatively low at 11%, but has doubled over the past year.

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The survey of 1,100 US consumers also measured respondent attitudes toward Amazon’s impact on retail and on the environment. More than half of respondents (52%) believe Amazon has a positive impact on the retail industry as a whole, up 14% since the pandemic began. More than one-third (36%) now say Amazon has a positive impact on the environment – a jump of 36% since the start of COVID-19. Only 20% say Amazon has been bad for the environment – a decrease of 25% from the 2020 survey.

Younger respondents are more skeptical of Amazon’s effect on the environment, with 32% saying it has a negative impact. Interestingly, while nearly all respondents (95%) feel it is important to support small businesses hurt by COVID-19 shutdowns, 41% of this group admit to still purchasing at least half of all their goods and products on Amazon.

“The pandemic-fueled shift to e-commerce forced shoppers to consider the delivery experience more than ever before – giving the advantage to Amazon and its fast, free delivery network, while also exposing some weaknesses of the retail giant,” said Carson Krieg, co-founder and director of strategic partnerships at Convey. “Retailers have an opportunity to combat Amazon’s scale with agility focused on customer needs, such as offering a wide variety of flexible fulfillment options, spotlighting the uniqueness of their brand, and providing proactive, transparent communication during shipping….” Chain Store Age

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