On May 15, I had the pleasure to be the opening speaker for Canada Post' Grow Montreal event. My talk focused on e-commerce growth in Quebec and Canada

1. E-Commerce
Growth in Quebec
and Canada
Sylvain Sénécal, Ph.D.

2. In the next 15 minutes…
Shopper behaviors driving
e-commerce
growth 1
2
Shopper expectations for a
great online shopping
experience

3. Shopper behaviors

4. April 2018 | Growing E-commerce in Canada
Canada Post E-commerce Volumes Growth
23%
Growth in
e-commerce
in Canada.
Source: YOY Parcel Volume Growth – (Q2 YTD 2016 vs. Q2 YTD 2017). Data retrieved from 2,314 Canada Post e-commerce customers.

5. April 2018 | Growing E-commerce in Canada
Canadians Are Shopping Online
In Record Numbers
80%of Canadians shopped
online in the past year.
Occasional
(2-6)
Frequent
(7-12)
Hyper
(25+)
One time
Shoppers
Power
(13-24)
45% 22% 10%12% 11%
Based on number of online purchases made annually
Source: 2016 Canadian Online Shopper Study, CPC 16-202, April 2016

6. Same situation in Quebec

7. Which impacts $ spent online

8. April 2018 | Growing E-commerce in Canada
Shoppers Are Expanding Their Product Portfolio
Source: 2016 Canadian Online Shopper Study, CPC 16-202, April 2016
Apparel and accessories
45% | $90
Consumer electronics
36% | $142
Toys, games and hobbies
30% | $75
Housewares
21% | $163
Sporting goods
11% | $126
% of shoppers that
purchased online last year
Average basket spend

9. More product categories in Quebec

10. April 2018 | Growing E-commerce in Canada
The Holiday Season Continues To Be A Key Shopping Period
Source: Canada Post Parcel Insights- 2017 Cyber Week
YOY volume growth on
Cyber Monday
44%
YOY volume growth on
Black Friday
35%

11. Shopper expectations

12. April 2018 | Growing E-commerce in Canada
Shopper Expectations Are Evolving
Pre-purchase: delivery and shipping info Post-purchase: convenient and flexible delivery experience
Upfront fulfillment times and package visibility Clear and hassle-free returns
Source: 2016 Canadian Online Shopper Study, CPC 16-202, April 2016
32% 25% 21% 41%
Of shoppers will complete their
purchase if offered expected delivery
dates upfront prior to checkout
Of shoppers will complete their
online purchase if the shipping cost
is provided upfront at checkout
Of shoppers will complete their
online purchase if provided flexible
delivery and pickup options
Of shoppers want shipping within
5 days even when it is free
70%
Of expect merchant’s delivery
promise to include the time it
takes to fulfill the order
45%
Of shoppers expect
orders to be fulfilled
within a day
12%
Of shoppers abandoned
their cart over lack of
return options
33%
Of shoppers are unlikely to purchase
from the same retailer again after a
negative returns experience

13. Omnichannel is expected
13Walrdon 2014

14. Mobile is expected

15. To conclude
Shopper behavior driving
e-commerce
growth 1
2
Shopper expectations for a
great online shopping
experience

16. Merci!
Thank you!
ss@hec.ca