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2022 PayPal Inc.Confidential and proprietary.EuropePayPal e-Commerce IndexNovember 20222 2022 PayPal Inc.Confidential and proprietary.About the researchThis research report was produced by PayPal,based on a study conducted by ACA Research with n=15,221*consumers and n=4,604 businesses.It contains general observations about trends in e-Commerce,social commerce,Buy Now Pay Later and cross border as well as involving cryptocurrency,NFTs and the metaverse.The study does not take into account the objectives,situation or needs of any specific business or individual.The consumer research conducted by ACA Research consisted of a 15-minute online survey of n=15,221*consumers across 12 different markets aged 18-75 years,exploring adoption,usage and sentiment towards e-Commerce,social commerce,Buy Now Pay Later and cross border as well as cryptocurrency,NFTs and the metaverse.In addition,ACA Research conducted a 10-minute online survey of n=4,604 with business decision makers within B2C retailers and businesses who operate entirely or partially online,across 12 different markets.It explored their attitudes and behavioursaround e-Commerce,social commerce,Buy Now Pay Later and cross border,as well as cryptocurrency,NFTs and the metaverse.METHODOLOGY:Online self-completion survey.The research was carried out in compliance with industry guidelines and privacy requirements.Sample was sourced through consumer and business research panels,with participants incentivised for completing the survey.The consumer sample was weighted by age,gender and location to ensure data was nationally representative.Significance testing on this sample was conducted at a 95%confidence interval,with a potential sampling error ranging from 2.2%to 3.1%.Quotas for the business sample were set on turnover and location.Significance testing on this sample was conducted at a 95%confidence interval,with a potential sampling error ranging from 4.3%to 6.9%.Please note that numbers may not add up to 100%due to rounding.TIMING:The research was in field from 15 June-22 July,with additional top-up sample collected between 26 August-9 September and 13-18 September.GENERATIONAL AGES:Generational Ages as at 2022:Gen Z(18-25 years);Gen Y(26-41 years);Gen X(42-57 years);Baby Boomer(58-75 years).SAMPLE:*NOTE:Total consumer sample for France&Germany includes additional participants from top-up studies on BNPL and Cross Border respectively.Market Consumers BusinessesBelgium 1,017 405France*2,043*405Germany*2,038*400Greece 1,014 406Ireland 1,012 407Israel 1,013 200Italy 1,014 405The Netherlands 1,015 405Poland 1,017 255Spain 1,017 406Sweden 1,009 405UK 2,012 505 2022 PayPal Inc.Confidential and proprietary.3e-CommerceAt least weeklyTotal19%46%32%CQ2.How often do you do each of the following(MAKE PURCHASE OR PAYMENT)on a computer or mobile device?BASE:All Consumers 18-75,n=13,175e-Commerce Online Shopping FrequencyConsumers almost universally make purchases and payments online,with two thirds making online purchases or payments each week;the Dutch and Greek stand out as the most frequent online shoppers.The research shows 97%of consumers across Europe and Israel make online purchases or payments.This isnt an occasional activity either,with two-in-three(65%)making online purchases or payments weekly or more often and the average amount of transactions for this group at almost four a week(3.7).This activity is led by the Dutch(78%shop/pay at least weekly,4.3 purchases/payments per week)and Greeks(76%weekly,4.8 purchases per week).Despite making a smaller number of purchases each week,consumers in Belgium and the UK are both also highly engaged with online commerce,with 72%of each group shopping or making online payments at least weekly.4Online Purchase or Payment Frequency(All Consumers 18-75 years)DailyWeeklyLess oftenNot e-Commerce Users(3%)78%76%72%72%67%67%66%65%59%55%55%47%NetherlandsGreeceBelgiumUKPolandIrelandIsraelSwedenGermanySpainItalyFranceDo at least weekly by CountryAverage purchases per week by Country3.7Average purchases or payments per week97%of consumers make payments or purchases online70%highlighted4&3 highlighted65%4.34.83.53.93.93.34.24.13.42.92.92.857%59%61%56%54%57%62%59%56%57%55%55%54%54%65%58%49%55%41%70%59%72%46%50%39%39%42%46%55%60%33%47%40%42%42%31%35%33%44%38%43%57%43%26%44%41%38%28%33%29%32%37%36%41%38%38%27%24%53%33%40%31%39%28%33%ALLSwedenUKIsraelBelgiumNetherlandsPolandIrelandGreeceGermanyItalyFranceSpain 342 486 420 382 356 345 339 337 333 295 290 270 252ALLSwedenUKIsraelBelgiumNetherlandsPolandIrelandGreeceGermanyItalyFranceSpainQ6:In total,how much money have you spent on online purchases or payments in the last month?Please include purchasing apps,in-app purchases,payments for bills or services and other online shopping.CQ5.Thinking about the online payments or purchases that you have made in the past 6 months,which of these categories have you purchased?*Note:Bill payments(e.g.phone,insurance,utilities).Food&Drinks refer to take out or delivery food and drink items(i.e.ordering dinner delivered to your home or paying in restaurant via the website/QR code).Grocery refers to household items ordered from Grocery stores/supermarkets.BASE:All Consumers 18-75,n=13,175e-Commerce Purchase CategoriesConsumers spend 342 on online purchases and payments each month;this covers a mix of essential and leisure purchases,with Clothing&Accessories and Bills at the top of the list.Overall,consumers spend an average of 342 on online purchases and payments each month.The top categories cover a mix of products and services:Clothing&Accessories 57%Bill Payments 54%Food&Drink 42%Grocery 38%Health&Beauty 36%This online activity is led by consumers in Sweden with a 486 av.spend,likely linked to the high proportion who pay bills through online channels.Higher levels of online bill payments are also evident in Greece(72%)and Poland(70%).The second-highest spending consumers are in the UK(420 av.spend),with higher proportions than the other countries when it comes to purchasing Groceries(57%)and Food&Drink(55%)online.5(All Consumers 18-75)Overall Top 5 Online Payment and Purchasing Categories Clothing&AccessoriesBill Payments*Food&Drink Grocery Health&Beauty(All Consumers 18-75)Average online monthly spend 392 highlighted 50%highlighted(348)(Kr4815)(1,234)(z1,215)66%56%54%52%52%50%50%48%47%45%41%40%UKSwedenItalyIrelandNetherlandsSpainGreeceBelgiumFrancePolandGermanyIsraelQ1c.Which of these devices do you prefer to use for online purchases or payments?BASE:All Consumers 18-75,n=13,175e-Commerce Device PreferenceOn average,consumers narrowly prefer mobile devices(50%)for making online purchases and payments,this is highest in the UK where two thirds of Britons(66%)prefer mobile.On average,consumers have a preference for making purchases and payments online using mobiles(50%),ahead of those who choose computers(42%)or other devices(4%).While most countries are generally in line with the overall average,some do stand out significantly consumers in the UK are clearly the mobile leaders(66%prefer making online purchases of payments on mobile),while the high spending Swedes also skew to mobile(56%prefer mobile).At the other end of the spectrum,consumers in Israel and Germany prefer fixed devices(i.e.desktop or laptop computers)for their online shopping,with only 40%and 41%respectively choosing to make online purchases or payments on mobile.6Preference by Device Type Mobile Preference by Country42%50%Total Mobile(Smartphone,Tablet)Total Computer(Desktop&Laptop)Non e-Commerce User(3%)Other Device(4%)(All Consumers 18-75)55%highlightedCQ3a.Thinking about when you make a purchase or pay online,which of the following payment options,if any,have you used in the last 6 months?Q3b:And which of the payment options that you use,if any,would you say is your preferred payment option?BASE:All Consumers 18-75,n=13,175 for both questions.e-Commerce Payment PreferenceA quarter of consumers(25%)selected PayPal as their preferred payment option.PayPal is a popular payment method across Europe and Israel,with almost two thirds of consumers(61%)having used it in the last 6 months.One in four consumers(25%)selected PayPal as their top choice,ahead of Debit and Credit Cards(both 18%).This is driven by particularly high levels of engagement in Germany(46%prefer PayPal).Businesses clearly recognise theimportance of catering to consumer expectations,with almost three in four(70%)offering PayPal as a payment option.7Preferred Payment OptionsPayPal25%Debit Card18%Credit Card18%Other35%No preference4%46%40%32%30%28%27%26%24%22%13%10%10%4%7%25%36%18%30%23%6%29%9%14%19%9%16%18%13%33%13%30%43%13%4%10%12%36%36%20%17%19%28%17%22%32%69%63%54%4%1%5%4%3%2%4%7%3%4%3%6%GermanyItalySpainIrelandFranceGreeceBelgiumIsraelUKNetherlandsSwedenPoland(All Consumers 18-75)PayPal Debit Card Credit Card Other No PreferencePreferred Payment Options By Market%consumer who used PayPalin the past 6 monthsALL MARKETS,PayPal(inc.BNPL options)61%70%businesses that offer PayPalas a payment methodMQ3.Which of the following online payment options do you offer your customers?BASE:All Businesses n=4,6043 Key Highlightse-CommerceTop categories for online purchase and payments are:Clothing&Accessories(57%),Bill Payments(54%)and Food&Drink(42%).Consumers across Europe and Israel are regular online shoppers,spending 342 a month across essential and leisure purchases and payments.1 2 3One-in-four consumers list PayPal as their preferred option for online purchases and payments.2022 PayPal Inc.Confidential and proprietary.9e-Commerce Drivers&Barriers40%27%CQ9.Which,if any,of the following would lead to you being less likely to make an online purchase?BASE:All Consumers 18-75,n=13,175e-Commerce Drivers&Barriers CheckoutSecurity concerns are the main barrier to online purchasing across all markets.Online shopping is complex,with a range of factors potentially facilitating or hindering the desired outcome.Despite consumers finding overly long or confusing purchasing processes off-putting,security concerns clearly stand out as the most significant barrier.This leads to almost half of consumers reporting that they are less likely to make a purchase if they have security or trust issues at checkout.In fact,Poland is the only country where a long checkout experience is a slightly more significant disincentive to purchase than security concerns.10Barriers To Making An Online PurchaseLong and confusing checkout47%42%46%37%39%36%32%39%46%36%41%38%Must create a new user account first/no guest checkout21%35%29%33%30%20%22%28%29%19%30%26%40%highlighted(All Consumers 18-75 years)48%Security or trust issues at checkout58%52%51%51%50%48%48%47%44%43%43%39%SpainGreeceIsraelGermanyIrelandItalyFranceUKPolandBelgiumSwedenNetherlandsCQ10.And,which of the following would lead to you being more likely to make an online purchase?BASE:All Consumers 18-75,n=13,175e-Commerce Drivers&Barriers CheckoutSecurity concerns can be alleviated by merchants offering preferred payment type.There are many ways to reduce barriers to online purchase.Three key opportunities are offering preferred payment type,having an easy navigation and a fast checkout experience.Almost half(47%)of consumers stated that businesses offering their preferred payment types would make them more likely to purchase online.Focus should also be placed on improving the overall purchase experience through easier navigation and a speedier checkout.This stands out particularly for consumers in Greece,Israel,and Ireland.11Drivers That Encourage Online Purchases 47%57%56%53%50%47%46%44%44%44%43%41%35%GreeceGermanySwedenPolandIrelandSpainIsraelItalyNetherlandsUKBelgiumFrance43%32%32%37%42%35%40%31%27%37%28%27%(All Consumers 18-75 years)40%highlightedFast checkout experienceOffers my preferred payment type53%39%39%38%44%47%45%37%29%37%33%35%Easy navigation40%34%CQ22.Which of the following online payment options would you trust to keep your payment secure and protect you should something go wrong with the purchase?BASE:All Consumers 18-75,n=13,175e-Commerce Drivers&Barriers Trust Within ConsumersTwo thirds of consumers trust PayPal to keep their payments secure and protect them.The ability to use PayPal is an important factor when it comes to building trust in the purchase or payment process.Overall,two thirds of consumers trust PayPal to protect them and their payments,rising to more than three-in-four in both Germany and Ireland.1266%That Trust Paypal To Keep Their Payment Secure and Protect ThemDE IR GR PL IL82%71%78%70%68%67%ES62%NL60%FR48%BE61%SE58%ITUK62%PayPal(all options incl.BNPL)PayPal(all options)PayPal(all options)(All Consumers 18-75 years)Q23.Which payment option do you trust the most when purchasing or transacting online?BASE:All Consumers 18-75,n=13,175e-Commerce Drivers&Barriers Most TrustedIn fact,almost one-in-three consumers view PayPal as their most trusted payment method,emphasising the position of trust it has built.Across the markets,almost one-in-three consumers(31%)selected PayPal as their trusted payment option,and was strongest in Germany(47%),Italy(45%)and Israel(42%).PayPal is selected as the preferred brand by at least one-in-four consumers in the majority of markets.13Most Trusted Payment Options47%45%42%40%38%36%28%26%25%18%16%15%8%11%42%17%10%15%14%19%22%11%12%11%6%5%29%19%20%9%6%26%20%9%16%39%33%2%9%29%22%38%44%25%46%61%54%5%5%8%5%3%7%12%5%3%5%2%3%GermanyItalyIsraelIrelandGreeceSpainFranceBelgiumUKPolandNetherlandsSwedenPayPal 31%Credit Card16%Debit Card14%Other34%No preference5%(all options)(All Consumers 18-75)PayPal Debit Card Credit Card Other competitors No preference203%203%186%166%153%131%131%99%99%86%73%54%ItalyIrelandGermanyGreeceSpainUKFrancePolandIsraelBelgiumSwedenNetherlandsUplift Among Markets on a Site that Accepts Payments via PayPal62%27%Product available on a site thataccepts payments via PayPalProduct available on a site thatdoesnt accept payments viaPayPal125%relative upliftCQ24.If you find a product that you want on two separate sites,both of which are offering it for the same price(including any shipping costs),how likely would you be to buy the product?BASE:All Consumers 18-75,n=13,175e-Commerce Drivers&Barriers Trust Within ConsumersOffering PayPal as a payment solution significantly strengthens the proposition for merchants,doubling the likelihood that a consumer would purchase their product or service(125%relative uplift).The high level of trust delivers a measurable impact on purchase likelihood.When asked to compare their likelihood to purchase identical products off two competing sites,consumers are more than twice as likely to purchase from the one that accepts payment via PayPal(62%likely to purchase)as the one that doesnt(27%).This translates to an average 125%uplift in purchase likelihood across markets.While we see some level of uplift in all markets,there are certain countries where this becomes significantly more pronounced:Italy 203%increase
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