RIO DE JANEIRO, BRAZIL – Brazilian internet users are using more apps and social networks for purchases. According to a survey by Credit Protection Service (SPC Brazil), six out of ten (61 percent) internet users have purchased through store apps over the past twelve months. Social media, on the other hand, was the path used by 33 percent of Internet users to make their purchases.
WhatsApp has also been gaining ground: eighteen percent of internet users have made use of the app to shop over the past twelve months.
In terms of store apps, the main reasons given by consumers for the purchase were ease of access from cell phones anywhere (52 percent), convenience and promptness (46 percent), followed by the best prices and offers on the market (41 percent).
The most purchased products via these channels were electronics and computer items, quoted by 39 percent of respondents. Next, private transportation through apps (37 percent), clothing (32 percent), household items (31 percent), and food and beverage orders by delivery (26 percent).
In relation to social media, consumers said they prefer to buy through the internet mainly due to its speed and convenience (37 percent), the large volume of offers and promotions offered by retailers (36 percent), more attractive prices in relation to the market (32 percent) and better interaction with the advertisers’ service channel (28 percent).
Clothing is the most purchased product (quoted by 37 percent), electronic and computer products, food and beverage delivery (27 percent each), cosmetics and household goods (both 26 percent).
Regarding WhatsApp, 54 percent of app shoppers said they had a quick return on communication with retailers. On the other hand, twenty percent said they had not received any reply, six percent had no feedback at different times and twenty percent said the contact was time-consuming.
The chat app was chosen because the majority of respondents (forty percent) considered the buying process faster and easier than by phone or in person, due to the easy access to the history of stored information (35 percent) and the possibility of obtaining images and videos of products and services (26 percent).
Among consumers who did not buy through WhatsApp, 41 percent said they were able to get what they needed on the company’s website or app, 32 percent said they did not like being bothered by companies through the tool, which they use for personal purposes; and 24 percent said they did not trust the app for fear of being scammed.
The study, conducted in partnership with the National Confederation of Store Managers (CNDL), interviewed consumers in all Brazilian capitals.
At first, 904 people were interviewed to determine the percentage of shoppers who bought online in the past twelve months. Subsequently, 800 consumers who made purchases during this period proceeded to answer the survey.