Our just-released Intelligence Report: Omnichannel Retail |Canada, made in partnership with Google, found retailers’ e-commerce capabilities in Canada to be weak, and the shopping experience on sites to be subpar. 68% of Canadian online shoppers purchased from retailers headquartered outside of the country, choosing to endure steep shipping costs and extended delivery windows over the limited offerings of domestic retailers. (72% of Canadian cross-border shoppers say the inability to find a product online is an incentive to shop on international sites, while 59% say lower prices.)
Furthermore, Canadian retailers are failing to use online tools to drive consumers to brick and mortar stores. Only 28% allow in-store inventory to be viewed online, although 61% of shoppers have deemed it important and crucial. One if four retailers show video, enable appointment booking, or link to a store locator on their site. The fraction shrinks for mobile and tablet devices.
Four in ten dollars spent in Canada are estimated to flow outside the country, marking an untapped opportunity for retailers. For more on the Canadian omnichannel retail landscape and how retailers can improve their omnichannel capabilities, download an excerpt of our report.