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2020 Dotcom Distribution eCommerce Consumer Study

2020 Dotcom Distribution eCommerce Consumer Study: Adapting to the Rapidly Changing eCommerce Landscape

Dotcom Distribution’s eCommerce Consumer Survey benchmarks behaviors, preferences, and expectations pertaining to purchasing, packaging, shipping, returns, omnichannel, and sustainability, as well as the beauty and premium consumer. The data was initially collected in early 2020, prior to the COVID-19 pandemic. A second survey was then disseminated in April 2020 in order to gauge how the pandemic impacted consumers’ online shopping behavior. In total, more than 1,500 U.S. online shoppers participated.

The data reveals that the effects of the pandemic have presented specific opportunities for brands to attract consumers, including but not limited to:

  • Capitalizing on the emergence of shopping as an entertainment activity and activating purchase-driven charitable initiatives
  • Appealing to the reported purchase behavior and intent of younger consumers
  • Reaching and converting  beauty product sales traditionally captured in-store by engaging customers better through online channels

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