Consumer behavior

In the first quarter of this year, almost eight out of ten Dutch consumers bought something online. This is a small increase compared to the same period in 2022 (74 percent). The current rate of online shoppers is close to the rate in 2021, when it was 77 percent.

Demand from European customers has propelled second-hand shopping on Amazon into a billion euros business. The trend is likely to persist as shoppers seek to save money and make more sustainable choices.

In anticipation of the retail industry's Black Friday event, Vestiaire Collective has removed H&M, Zara, and dozens of other brands and retailers from its platform. The fashion resale specialist is urging partners and customers to join its 'Think First, Buy Second' campaign.

A vast majority of German retailers are now selling both offline and online to their customers. According to a study by the industry association Bitkom, this figure stands at 85 percent, up from 77 percent in 2021 and just 66 percent in 2019.

Belgian consumers spent 7.9 billion euros online in the first half of this year. This is an increase of 9.4 percent compared to the same period last year. For the first time, more was spent on services than on products.

Earlier this year, H&M introduced a return fee of 0.99 euros for shoppers in various European countries, including the Netherlands. Starting from November 1, the rate will increase there by 1 euro, more than doubling the fee. H&M club members will no longer be exempt from this.

At more than a fifth of the largest German online retailers, phone numbers for customer service are either not available or difficult to find. Shoppers with a phone number often only have support during business hours.

In the first half of this year, Dutch consumers spent 16.3 billion euros online. Compared to the same period in 2022, this is an increase of 2 percent. The online share of total spending was 31 percent, just like in 2022.

In the last 12 months, 99 percent of European consumers have changed the way they shop online. A large majority (98 percent) look for products on social media. At the same time, many consumers feel negatively about the economy in their country. But 47 percent expect economic improvements.

Amazon has a massive impact on retail spending in Germany, both online and offline. More than one-third of all purchases in physical stores are preceded by a search for information on Amazon.

Buy now, pay later (BNPL) is experiencing significant growth in Germany, especially among young consumers. Schufa has reported a 30 percent increase in BNPL usage in just one year. The credit agency warns about the risks associated with deferred payments.

This year, the turnover of online stores in the Netherlands is expected to grow 4 percent, compared to last year. In 2022, a decrease of 2 percent in turnover was measured, says Dutch bank ING. At the same time, for the first time in a decade, the amount of sales in retail is expected to decline 2 percent.

Less than half (41 percent) of shoppers in the United Kingdom think that artificial intelligence (AI) is having a positive impact on their retail experiences. However, over two-thirds (70 percent) do prefer brands with personalized recommendations, which is how AI is often used in online retail.

Amazon and eBay are facing a declining number of mobile app users in the United Kingdom. According to market research agency GWS, Amazon has seen a million daily mobile shoppers disappear since the beginning of this year, eBay even almost two million. Meanwhile, Shein and Temu are storming the download lists.

Consumers in the Netherlands expect to spend 37 percent of their total expenditures online by 2028. This is five percentage points higher than the actual percentage in 2022. Still, the expectation has declined: last year, consumers expected to spend 41 percent of their expenditures online in five years.