Nearly half of consumers shop for retail products online and nearly one-third shop for groceries online, according to “Satisfaction in the Age of eCommerce,” a PYMNTS and Riskified collaboration based on a survey of 2,153 U.S. consumers.
Get the report: Satisfaction in the Age of eCommerce
In the month before the survey, 46% of the respondents purchased retail goods through a digital channel and 31% bought groceries in that way.
More than half of the consumers increased their number of online purchases during the past 12 months, with 56% of retail shoppers and 58% of grocery shoppers saying they had done so.
These shopping habits vary among consumers of different generations, with members of younger generations being more likely to have increased their online shopping.
Among the members of the youngest generation — Generation Z — 61% said they had increased their number of online purchases of retail products and 52% said they had increased their number of online purchases of groceries.
Among members of the oldest generation — baby boomers and seniors — those percentages were 51% and 48% respectively.
Just over eight out of 10 consumers trust the merchants with which they shop, with 81% of respondents saying they have a “very” or “extremely” trusting relationship with their online retailer, and 85% saying the same of their online grocer.
Members of Generation Z are least likely to trust their merchants. Only 60% of these consumers say they have a “very” or “extremely” trusting relationship with their online retailer and only 78% say the same of their online grocer.
Among members of the four older generations, those percentages are higher and are within two percentage points of each other.
Between 81% and 83% of the members of those four generations trust their online retailer and between 84% and 86% trust their online grocer.
