News & Updates - BY Design

Online Purchase Drivers

FREE Delivery is the key factor according to 68% of survey responders.

The Hootsuite Digital Trends Report 2022 has revealed that the biggest online purchase driver is the offer of FREE DELIVERY for orders.

This data is based on their survey of internet users aged 16 to 64, who were asked what factors would encourage them to complete an online purchase.


  • 68.0% said FREE Delivery
  • 41.2% said Coupons and Discounts
  • 39.9% said Ease of Returns
  • 38.2% said Customer Reviews
  • 37.9% said Next Day Delivery

There were many other factors aside from the above, but for now let's focus on the top five.


FREE Delivery online purchase driver

FREE Delivery

Whilst postage can be expensive, it may be possible to build the shipping cost into your product pricing structure. If you are doing high volume sales, or moving lots of smaller items, another option would be to work with a fulfilment centre, who often have favourable rates for storage and shipping.

Coupons & Discounts

Photobox is an example of a website that does this extremely well. Their online shop is like a virtual DFS, with a never-ending sale. There is always an offer code or some kind of 2 for 1 deal being promoted. All e-commerce websites come with the ability to create coupons, and these can then be promoted in attractive call-to-action boxes on your website to entice buyers.

Ease of Returns

It is important to have a clear returns policy and procedure laid out on your website. It takes a lot of pressure off the sale if somebody knows they can return something if it isn't right. Depending which courier you use, some of them allow parcel drops at local shops, which makes it easier for the buyer.

Customer Reviews

Integrating a good review platform into your business is vital when it comes to e-commerce. Whether you use the in-built review tools, or go with something like Trust Pilot or Trip Advisor, depending on the nature of what you sell, it's important to be loud and proud with your reviews. Don't be afraid to write a positive reply to any negative reviews either, as people like to see that you can deal with a problem as well as take praise.

Next Day Delivery

This is a tricky one, as it's very difficult for a small business to fulfil. However, as mentioned above, there are fulfilment centres that will hold your stock and can provide next day dispatch for a fee. In that particular instance, I would have it as a cost-option as an alternative to free shipping.



For further details on implementing any of the above to your e-commerce website, please contact us.



Hootsuite Digital Trends Report 2022

The full Hootsuite report can be accessed here:

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