Murray Crane: Crane Brothers expert reveals what latest data says about Kiwis' shopping habits

New figures from NZ Post’s latest eCommerce Market Sentiments Report show more Kiwis get last-minute jitters before they check out.

The data shows 68 percent of shoppers would abandon their cart if the cost of delivery was too high and 57 percent would hit the exit button if free returns weren't available.

Murray Crane from Crane Brothers says it's likely people are treating the cart like a 'Pinterest board' and saving things they like before they move to make a purchase.

"And then they kind of do a review and realise they don't like it. There's a whole lot of factors contributing to them not going through with that last part of the transaction."

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Episode Transcript

Speaker 1 (00:00):
Online shopping. We need to talk about this now. Apparently
most of us about sixty eight percent of us and
not following through with online purchases if the cost of
shipping is too much. Murray Crane from Crane Brothers is
with us right now. Murray Hello, Hello. Is it the
crum Well? Thank you? How are you?

Speaker 2 (00:17):
I'm good?

Speaker 1 (00:17):
Thank you? Is it the delivery cost?

Speaker 2 (00:22):
It's a combination of things. I think delivery cost is
probably part of it, but most people would know what
that was prior to getting to that going to the transaction.
I think a lot of it's got to do just
change it in the way people are shopping, a little
bit of buyer's remorse maybe, or they're using the cart

(00:44):
as a kind of a research like a Pinterest board
to put all the things in that they think they
might like, and then they kind of do a review
and realize that they don't like it. So there's a
whole lot of factors contributing to them not going through
with that last kind of part of the transaction.

Speaker 1 (01:03):
I've got a text from someone and I do this, okay.
So I've got a text with someone who said that
the girlfriends and they often abandon the cart because they've
already got the dopamine hit just by putting the stuff
in the cart.

Speaker 2 (01:14):
Yeah, that's tefinitely. I think that's part of it, because
it is you know, you're pretty much going through eighty
to eighty five percent of the shopping experience without having
to buy any thing. So I can see why that
would happen. Also, I think that it's increased with the
increase in people working from home as well, because they
have more time to do such things. Maybe perhaps so do.

Speaker 1 (01:39):
You, as a retailer go and look at all these
abandoned carts?

Speaker 2 (01:45):
No, we, I mean most retailer we we're probably I
would like to think quality of a quancient in terms
of our online transactions, like it's still quite a small
part of our business so in terms of volumes. So
we would generally have some kind of automated message that

(02:05):
would go out for an abandoned cart, just checking them
with the client to make sure that there wasn't some
reason why they had abandoned it, ie, they weren't sure
on their sizing or some other issue that they had encountered,
so that we're wherever possible we want to try and
engage with them directly as soon as we can if

(02:27):
we feel there's an issue there, Like sizing can be
an issue with clothing. People were like, oh maybe I'm
a medium, maybe I'm a large, Maybe I didn't measure
myself properly. So that's always a bit of a that's
always a real kind of pain point for buying clothing online,
unless it's a brand that you've bought off before. We

(02:49):
find with clients that have shopped with us previously that
they don't have any issues and generally will go straight through.
But if it's a new person or someone the overseas,
they may.

Speaker 1 (02:59):
That this is what this is the trouble. I run
into Murray, thank you, Murray Crane Crane Brothers co owner.
I can't be faft, do you know what I mean?
Like so the other day spit too much information? But whatever,
it's me, we know each other. I like to buy
some bras and I just cannot be fatht going into
the brass stores, you know what I mean, Like, there's
nothing worse. This shopping sucks, but bras shopping is another

(03:21):
level of suckiness. So anyway, I just went online and
I was like, oh, what if I know been done
and then there was get the tape measure out. I
was like, oh, then I have to go into the
kitchen and I have to reach up there. I have
to get the sewing box down, get the tape measure out,
you know, measure around your busts. So I was like,
oh no, I forget about it. I'll just take a guess.
I guess right. Well, that was lucky, wasn't it, because
it could have gone the other way. But that is

(03:43):
the problem with clothes shopping, isn't No one wants to
be what you know, sizing up your own thighs. Do
you see if you're gonna fit the pants?

Speaker 2 (03:49):
It is.

Speaker 1 (03:50):
This is why bricks and mortars will never bricks and
mortar will never disappears disappear. Look okay For more

Speaker 2 (03:55):
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