Canadian e-commerce grew 15% in 2015, driven by industries like fashion, sporting goods, and wineries. Online shopping is also becoming more frequent, with 78% of Canadian households now shopping online. To meet shoppers' needs, merchants should provide accurate shipping costs and delivery dates upfront, offer delivery speed options, and enable delivery tracking on their website. Providing convenient delivery options like in-store pickup can also increase sales by improving the customer experience. Premium packaging can help differentiate merchants and encourage repeat purchases.

1. From your cellar to your shopper:
Driving a best-in-class e-commerce
experience

2. 2
Source: YOY Parcel Volume Growth - January – December (2014 and 2015). Data retrieved from 2,690 Canada Post e-commerce customers.
Note: E-commerce growth figures adjusted to reflect organic growth activity and seasonal variations.
growth in e-commerce
in Canada for 2015
15%
2015 Canadian e-commerce growth

3. MASS
MERCHANTS
17%
FASHIONSPORTING GOODS &
OUTDOOR
31% 22%
Key industries driving Canadian e-commerce
growth in 2015
WINERY
MERCHANTS
13%
Source: YOY Parcel Volume Growth - January – December (2014 and 2015). Data retrieved from 2,690 Canada Post e-commerce customers.

4. ...and they’re purchasing in record numbers.
4
78%of Canadian households are shopping online
42%
Occasional
(2-6)
13%
Frequent
(7-12)
4%
Hyper
(25+)
34%
One time
8%
Power
(13-24)

5. 5
…Are your e-commerce operations set up to
effectively meet your shopper`s needs?
Today`s online shopper is engaged at every step of their
shopping and receiving experience…
Fulfillment DeliveryTracking Returns Customer
loyalty
ShopAcquire
shopper
Buy

6. 56%
of online shoppers would be
encouraged to shop online if
provided with clear shipping costs
prior to checkout.
6
Shoppers want: Key information at checkout
Source: Canada Post Canadian Online Shopper Sensitivity to Shipping Costs Research Study, September 2015, n=4,037.
23%
of shoppers who abandoned a cart
in the last year did so because of
delivery timing issues.

7. 7
Provide shoppers with greater visibility
Fulfillment
+
Delivery time
=
Accurate Delivery
Dates
Show shipping costs
and expected delivery
dates upfront, prior to
checkout.

8. 8Source: Canada Post Canadian Online Shopper Sensitivity to Shipping Costs Research Study, September 2015, n=4,037.
Shoppers want: Delivery speed options
Offer a choice of
shipping services to
better meet your
shopper’s delivery
need.
51%
of Canadian online
shoppers would shop
more frequently if
shipping were faster.

9. Shoppers want: Delivery visibility
9
of shoppers track
while their purchase
is in transit.
74% Host tracking
capabilities to keep
customers on your
website and
shopping.
Source: Omnibus Survey: CPC Marketing Research - Online Shopping Omnibus CPC#13-215, August 2013

10. of Canadian households
can have no one at home
during the day to receive
deliveries.
35%
23%
Source: Consumer Delivery Preferences, CP 14-206, August 2014.
E-commerce Channel Report 2014, NPD Group, September 2014.
10
of shoppers would order
regularly from a merchant that
offers a variety of delivery or
pickup options.
Shoppers want: Delivery convenience

11. 11
Expanded delivery/pickup options drive convenience
Drive shoppers to
your retail outlet by
providing pick-up in
store option.
Expand your retail
footprint by allowing
shoppers to pick up their
wine at the nearest post
office of their choice.
FLEXDELIVERYTM

12. Enhanced solutions for wineries
Ensure your wine ends up
in the right hands through
Proof of Age service.
11
Access rural parcel pickup
options in the Niagara
region.

13. Differentiate yourself with the box experience
13
of consumers are likely to make
repeat purchases from an online
merchant that delivers premium
packaging.
52%
28%
of online shoppers view premium
packaging of speciality foods like
wine as important.
Consider adding unique and inexpensive value added
pieces to your parcel delivery.
Source: Unwrapping the Customer Experience. Dotcom Distribution Packaging Report 2015 and 2013.

14. Key takeaways
Canadian e-commerce is growing faster than ever - now is
the time to invest.
Provide consumers with essential information prior to
checkout to reduce shopping cart abandonment.
Offer a choice of shipping services that allow your shoppers
to select the delivery most suitable for their needs.
Host tracking on your website to provide shoppers with
delivery visibility and keep them shopping.
Expanded delivery options can increase consumer
satisfaction and spending.
Differentiate your company and establish deeper customer
relationships with a better box experience.
14

15. For more information, please contact:
Karissa Kirlew
Canada Post Lead, Shipping Wine Initiative
karissa.kirlew@canadapost.ca