Since lockdown began, more than three quarters (77 per cent) of frequent Amazon shoppers, an estimated 15m people, used Amazon to buy a product they’d not purchased on the platform before. According to new research commissioned by Molzi, the top categories that Amazon shoppers ventured into for the first time were personal care (e.g. toothbrushes, make-up, hair-dye) (34 per cent), hobbies (e.g. puzzles, painting) (30 per cent), technology (e.g. keyboard, headphones) (25 per cent), clothes (23 per cent), and cooking/baking (22 per cent) with the average value of purchases (spent on products which were not bought on Amazon before) totalling £117.60. But now, as lockdown ends, 97 per cent of online shoppers will continue using Amazon for these new categories with 15 per cent saying they will not return to physical stores and will use Amazon only.
Before lockdown, the most common barriers from buying from these products, included shoppers preferring to physically see or try products before buying them (37 per cent), wanting to support local shops (25 per cent) and not realising items were available on the site (24 per cent).
Amazon has been so widely adopted by shoppers since March 23rd it ranked ahead of the following for the most valuable lockdown service: Amazon (60 per cent), online food delivery (30 per cent), streaming services like Netflix (25 per cent), video conferencing services like Zoom (19 per cent), and gas/electricity providers (14 per cent).
In fact, the perception of Amazon has greatly benefited during the pandemic: 42 per cent of respondents say their impression of Amazon has improved and only five in a hundred (5 per cent) say its worsened. When asked, respondents have valued the most about buying on Amazon during lockdown, nearly two thirds (63 per cent) say how quick and easy it is to make orders followed by the speed of delivery (62 per cent), finding products that weren’t available in local shops (36 per cent) and the greater number of choices than in a physical shop (32 per cent).
Chris Mole, CEO of Molzi, said: “For many people, lockdown has turned Amazon into a necessity. Consumers stuck at home have relied on the platform to buy essential and non-essential products for the first time and hugely valued the service. This is no accident. Jeff Bezos has built the entire business on delivering an unrivalled customer experience and it’s paying off. Clearly Brits’ appetite for Amazon is here to stay.”
Mole, who manages more than £100m of annualised Amazon spend, works with some of the world’s biggest brands. He continues: “There could be a real opportunity for brand trying to tap into the grey pound. The data shows that whilst young people spent more during lockdown on new products than any other age group, the older generations are more likely to continue the trend.
“As the Amazon Summer Sale starts, the implication for brands is clear. To capitalise on the surge in new Amazon shoppers, they must invest in ensuring pages are optimised and products are in stock. Whilst admittedly, Amazon can appear complex to navigate, the potential rewards are huge.”
The online survey, conducted by Censuswide, polled 1,007 respondents who shop on Amazon at least twice a month. This data was based on nationally representative data of 2,003 respondents, of which 763 shop on Amazon at least twice a month (38 per cent). These 763 respondents were then boosted with 242 respondents who use shop on Amazon at least twice a month using natural fall out. All respondents were then weighted to the Nationally Representative demographic percentages of age, gender and region to confirm the data is representative.
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