1、Australia PosteCommerceReport 2025Next-gen insights for eCommerce successContentsExecutive summary 3Know your shoppers 5Customer spending insights 17Delivery experience success 26Methodology 37About Australia Post 37Authors and disclaimer 38References 39Explore the eCommerce ReportonlineAustralia Po

2、st eCommerce Report 20252Delivery experience successKnow your shoppersCustomer spending insightsExecutive Summary2024 broke new eCommerce records,with 9.8 million households spending more than$69 billion online.While it was a challenging year for many businesses,growth was led by three keyfactors:93

3、%93%of Australians were concerned about the rising cost of living.This sent people online in a search for value,so online spend grew more than in-store.39%Online Marketplaces alone drove 39%of online spend growth in 2024,attracting$16 billion onlinespend.17.6%Older generations drove spend growth:Bab

4、y Boomers online spend was up 17.6%and Builders up 22.9%YoY.Explore customer spending insights85%of shoppers across all generations say a reliable delivery experience will be the most important factor in trusting online retailers in the next 5 years.56%56%of Gen Zs and 45%of Millennials would switch

5、 retailers to access outofhome collection points.56%56%of shoppers rate free delivery as their top delivery preference.65%For 65%of shoppers,frictionfree returns contribute to a great online shopping experience.Explore delivery experience insightsThree-quarters of Gen Zs and Millennials intend to sh

6、op online more in the coming years.The future of eCommerce is about meeting the needs of future shoppers,who say they want personalised experiences,sustainable recommerce options and fast delivery.61%61%of Gen Zs,62%of Millennials and 56%of Gen Xs want online retailers to provide more personalised s