40 eCommerce Statistics to Boost Your Online Sales in 2022

ByAndrea
March 17,2022

eCommerce refers to businesses, companies, and individuals selling goods or services online. Today, many products - such as movies, music, books, and academic papers - are sold and purchased most commonly via eCommerce platforms.

Other goods like food, beverages, and consumables are more often purchased in person. And yet eCommerce statistics show that these items are also growing in popularity. This is not because people are getting lazy - quite the opposite. People with money simply no longer have the time to cook.

Now, as the changes in eCommerce reflect some shifts in our real lives, it’s often difficult to keep track of all the sharp turns. If you’re in this business, it’s important to stay on top of these changes and adapt to global trends.

With that in mind, we’ve collected some of the most recent, up-to-date eCommerce sales statistics to help you meet your new challenges in 2021. We’ve included reports from Nielsen and Shopify, as well as scholarly articles from world-renowned universities. It’s a mixed bag of reliable sources that ensures we approach the subject from every possible angle.

So, if you want to know how to draw attention to your product or service online and what conversion-killing traps you ought to avoid, check out our stats and commentaries below.

Top 10 eCommerce Stats to Help Your Business Thrive

  • Online retail shops generated 14.34 billion visits in March 2020.
  • 52% of people who switched to online shopping for groceries say that they wouldn’t switch back.
  • In 2021, there will be 2.1 billion digital buyers worldwide, up from 1.66 billion in 2016.
  • Almost 61% of shoppers who abandon a purchase do so because the site they’re using is missing trust logos.
  • Amazon is behind 44% of all eCommerce sales.
  • Mobile payments are becoming mainstream and will have passed the 50% milestone in most markets by 2026.
  • In 2019, 14.1% of global retail sales were made online.
  • In 2018, eCommerce influenced up to 56% of in-store purchases.
  • As many as 18% of local searches lead to a sale within 24 hours.
  • 39% of online buyers prefer to pay for online goods and services via PayPal.

In 2021, there will be more than 2.14 billion digital buyers worldwide, up from 1.66 billion in 2016.

(Statista)

The number of online shoppers is skyrocketing. The more popular online commerce is, the more trust people are likely to put in this type of service. Ordering food, deciding which retail store’s new collection best fits your style, and even planning vacations or business trips all now take place online.

When you browse online, you can do more in-depth research in a shorter timespan and also enjoy competitive price offers. A whole range of digital resources, such as product reviews, are also easier to access online. Not sure about the food quality of a restaurant? Just check out the average score based on hundreds of online reviews and make an informed decision.

42% of online shoppers prefer to pay with their credit cards.

(Statista)

Global eCommerce statistics show that plastic is still the most popular option for online payments. In the US, there are approximately 160 million credit card holders, which is about half of the total population. All these credit card users are potential eCommerce shoppers, and businesses will use various tricks to lure them in. (Medium)

39% of online buyers prefer to pay for online goods and services via PayPal.

(Statista)

The second-most popular payment method, PayPal connects directly to a user’s bank account, so there’s no need to even own a credit card. And since buyers can pay for merchandise immediately, sellers receive payments immediately, without having to wait for checks to go through the mail or clear the bank. Considering the convenience, it’s easy to understand why this eCommerce statistic remains true in 2020.

Still, one of the biggest disadvantages of PayPal is its payment policy. Although transactions are fast, if you look at all suspicious or dodgy, PayPal can withhold payments for up to 21 days.

PayPal had 305 million active registered accounts at the end of 2019.

(Statista)

In the first quarter of 2020, there were 325 million active accounts worldwide, representing a 17% year-on-year growth. In 2002, PayPal was acquired by auction site eBay, which basically propelled it to fame, becoming the best-known eWallet in the world. In order to improve its coverage of all demographics of online shoppers, PayPal recently expanded to brick-and-mortar retailers and shops. As of December 2018, 36% of North American retailers accepted PayPal as a payment method and 34% planned to do so within the next 24 months.

In 2019, retail eCommerce sales grew 20.7%.

(Statista)

Physical sales are still customers’ favorite purchase option. However, the penetration of online commerce into consumers’ lives has been growing steadily for years now, showing no signs of slowing down. What’s more, the less popular sectors are expected to become more open to eCommerce options. Based on online shopping statistics by year so far, we can predict the growth rate for 2020, 2021, and 2022 to be 19%, 17.1%, and 15.6%, respectively.

In 2019 14.1% of global retail sales were made online.

(Statista)

Online shopping and retail have witnessed a steady growth in popularity worldwide. eCommerce’s share of total global retail sales has nearly doubled from 2015 to 2019. Four years ago, just 7.4% of all retail sales were made online, while in 2019 this number rose to 14.1%, generating a total of $3.5 trillion. Statistics on online shopping vs in-store shopping tell us that in the next four years, 22% of retail sales will come from online shopping channels, which will drastically affect the global eCommerce success rate.

In 2018, eCommerce influenced up to 56% of in-store purchases.

(Research Gate)

As the figure above indicates, eCommerce is so much more than just buying stuff from a website. In this day in age, if you don’t realize, appreciate, and take advantage of the complex and evolving synergy of online and offline commerce, it’s unlikely that your business will thrive. The very fact that there is such a thing as “offline” shopping in contemporary discourse shows traditional shopping is no longer the norm.

UK eCommerce statistics have predicted that by 2020, the value of goods purchased online and picked up in retail locations across the country will increase by 78%.

(Ovum’s The Future of E-commerce: The Road to 2026)

The UK is generally considered the world’s most mature click-and-collect market, so it spearheads this global trend. The majority of today’s retailers use pickup points in convenience stores, post offices, and lockers, along with the more established own-store click-and-collect model.

2018 B2B eCommerce statistics predicted that these companies would spend more on eCommerce technology than online retailers in 2019.

(Research Gate)

With increased internet penetration both on desktop and mobile devices, the future of eCommerce is getting brighter by the hour. And the numbers keep rising - by 2021, more than 2.14 billion people will be buying goods and services online. That’s quite an increase from 1.66 billion global digital buyers in 2016. It makes sense because, nowadays, you can make a purchase using any device.

M-Commerce Statistics

Mobile commerce statistics predict that, by 2021, 53.9% of all US retail eCommerce income will be generated through mobile commerce.

(Statista)

Mobile commerce refers to commercial transactions conducted online via cell phones. Today, most people browse the web on mobile devices instead of desktop computers. Your customers are likely to spend a lot of their waking hours on their phones. Most of the time they do so for no reason whatsoever other than to avoid the boredom trap. So, this is your chance to grab their attention and present your offer.

Mobile payments are becoming mainstream and will have passed the 50% milestone in most markets by 2026.

(Ovum’s The Future of E-commerce: The Road to 2026)

According to Ovum’s mobile eCommerce stats report, business owners ought to adjust their marketing strategies to this new reality. As payments in general evolve slowly, mobile devices will take the lead but won’t replace desktop outright. Service development and adoption will speed up and ultimately reduce the use of physical credit cards. What’s more, they will also radically diminish cash payments.

67% of consumers have downloaded a retailer app.

(Synchrony)

According to the 2018 Synchrony Retailer Mobile Apps eCommerce statistics, more than half of those who downloaded retailer app(s) did so in order to make use of an app-only coupon or discount. Naturally, this eCommerce strategy doesn’t immediately convert all users into repeat customers. Still, almost 50% actually used the app to make one or more purchases, adding up to a satisfactory result.

Where transaction value is concerned, mobile commerce grew from $50.92 billion in 2014 to $693.35 billion in 2019.

(Ovum’s The Future of E-commerce: The Road to 2026)

In its mobile eCommerce statistics report entitled “The Future of E-Commerce,” Ovum decided to define m-commerce as remote consumer-to-business (C2B) mobile payments. The “follow the money” motto works well for making predictions about the future. The mobile-first landscape is growing stronger with reliable, positive mobile purchase experiences.

To add some of the big money to their own revenue, businesses are advised to consider eCommerce optimization options, such as flow optimization to navigation, homepage, purchase, and, of course, mobile optimization.

22% of millennials prefer to shop on their mobile device.

(Research Gate)

According to “eCommerce Trends,” a 2018 paper investigating how many people shop online, millennials are growing attached to the idea of making spur-of-the-moment purchases via their mobile devices.

Eight out of 10 mobile users look for local businesses online.

(Research Gate)

Nearly a fifth of local searches lead to a sale within the next 24 hours. Retailers now have a slew of advanced tools for measuring their ROPO ratio - the in-store impact of digital efforts. They can figure out exactly which ads, listings, and site visits are responsible for driving store visits and purchases by analyzing the data gathered through social media, geolocation/mobile tracking, inventory management software, ERP, CRM, and POS systems.

Mobile eCommerce will make up more than half of all US retail eCommerce in 2021.

(Statista)

US eCommerce statistics predict that 2021 will finally be the year when mobile eCommerce crosses the halfway mark with a 53.9% share of total eCommerce retail. This number has been rising steadily for years now, climbing at a rate of about 5% year over year.

More than one billion consumers with mobile phones have used their devices for banking purposes.

(Statista)

Online shopping statistics from 2019 show that the highest penetration of m-banking is in developed markets. In the US, this number was expected to reach 111 million by 2016. Almost 70% of millennials in the United States used mobile banking in 2018.

Mobile banking is exploding, with new ideas from voice-first development to putting humans back into the digital experience. The open system of banking data, however, is not as safe as the closed one that was available before banking went online. For the sake of competition, these safety risks are a necessity, and more and more money is invested in cybersecurity accordingly.

eCommerce Marketing Statistics

Online shopping growth statistics predict that Turkey will be the leader in global retail eCommerce development in the years to come.

(Statista)

With 20.2% annual retail eCommerce growth, Turkey firmly holds the throne, followed by Argentina at 16.3%, Indonesia at 15.4%, and India at 13.1%. Interestingly, Indonesia and India were previous favorites, reflecting the digital prosperity of the Asia-Pacific region.

eCommerce retail sales accounted for 20.7% of total retail sales in China in 2019.

(Statista)

This outcome is not in accordance with past predictions based on online retail statistics, which said the country would reach 33.6%. However, China is still the largest eCommerce marketplace in the world, and is often regarded as the world’s “factory” because it produces cheap, low-quality goods.

This is all about to change in the near future, with some developments already evident. According to the Made in China 2025 plan, the country aims to move to producing higher-value products and services. It is, in essence, a blueprint to upgrade the manufacturing capabilities of Chinese industries.

Returned merchandise has cost US retailers $284 billion in potential sales.

(Ovum’s The Future of E-commerce: The Road to 2026)

This is according to eCommerce statistics collected by the US National Retail Federation. AR apps will also allow consumers to view products in their homes and purchase them on the spot from their mobile devices.

There are more than 660,000 machine-to-machine connections in the world right now.

(Ovum’s The Future of E-commerce: The Road to 2026)

Since M2M plays a huge role in the global retail industry, it will also undoubtedly further affect the development of eCommerce. The more connections there are in the world, the bigger the potential for automated online shopping.

50% of millennials prefer to shop in-store.

(Research Gate)

While brick-and-mortar experiences are much more popular with generation X-ers and boomers, at least half of millennials still enjoy walking into a store, according to online shopping vs in-store shopping statistics. Online merchants are doing their best to understand how they can make their shopping experience more life-like and personal. At the same time, brick-and-mortar stores are going out of their way to establish a strong online presence and offer online payment options along with effective eCommerce marketing.

Nordstrom, for example, is now solely an eCommerce business, and yet it recently opened a 3,000 square foot store that holds no merchandise. Instead, it focuses on try-ons, stylists, and tailoring. This fashion safe space is made more pleasant with fresh juice and manicures. People can also pick up or replace online purchases here.

More than 60% of millennials and generation Z-ers are likely to complete transactions on their mobile devices.

(Visenze)

According to recent Visenze eCommerce demographics research, nearly 80% prefer to learn about new products on a phone throughout the day while going about their business. The future, in that sense, is probably almost entirely mobile-first, as new generations are likely to put more trust into eCommerce on this medium.

The US B2B eCommerce market could reach $1.1 trillion and account for 12.1% of all B2B sales by 2020, causing the market to be worth over $6 trillion worldwide.

(Research Gate)

How much is the eCommerce market worth? A lot! Consumers are spending more time, with increasing frequency, on an expanded range of diverse digital activities. It’s undisputed that internet accessibility, mobile technology, and digital innovations are redefining consumers’ every interaction. What’s more, they will continue to enable and disrupt many aspects of consumers’ lifestyles well into the future.

89% of buyers search online during a B2B purchase.

(Research Gate)

Of these 89%, as many as 74% search online in a B2B purchase process for more than

50% of their purchases. Walking around the block and memorizing the stores you run into, or simply asking your neighbors for advice on the best place to eat is no longer the top go-to solution. Based on consumer spending online statistics, checking for online product reviews, photos, and recommendations from all over the world is now all the rage. Global culture and free/cheap shipping make merch from anywhere more readily available than ever.

As many as 18% of local searches lead to a sale within 24 hours.

(Research Gate)

Shoppers are browsing the web for anything nowadays - to find a good place to eat, or simply to buy a new pair of headphones. Searching for the best reviews, the most comments, and the most memorable experiences is the easiest way to find what you want.

Amazon is behind 44% of all eCommerce sales.

(Research Gate)

The mind-boggling fact that 55% of Americans begin their product searches on Amazon can be damaging for the morale of pretty much any small business owner reading these online sales statistics. For example, eBay - once a giant in the field - is responsible for just 7% of sales. With its own shopping app and 40% of mobile reach in the United States, Amazon ranks way ahead of everyone else.

268 million consumers in Europe shop online, and 200 million European consumers buy from abroad electronically.

(PostNord)

In an attempt to pursue its Digital Single Market Strategy, the European Commission is working towards more connected, safer online shopping options. To this effect, it passed the new, revised Payment Services Directive. Geoblocking is also limited, allowing customers to view previously inaccessible content. Finally, revised consumer protection options and revised value-added tax rules will apply from 2021. With these improvements, the effects on eCommerce growth statistics are already visible.

It’s estimated that European consumers spent a total of €198 billion online in 2017.

(PostNord)

European integration began over 60 years ago. Today, the European Union consists of 28 countries with a total population of almost 500 million. With many European countries like France, the Netherlands, and Germany enjoying immense GDPs, online consumers are likely to spend a lot of money. They have also been using one currency since 2002, further facilitating the transaction process. In addition, there are a number of market clusters, where neighboring countries share similar languages, cultures, and technical standards.

An average of 57% of online shoppers make purchases from overseas retailers.

(Shopify)

This data is based on eCommerce statistics worldwide published by one of the biggest platforms in the world: Shopify. A physical presence is no longer a requirement for taking your business globally. Online shoppers are getting more and more accustomed to making purchases from foreign sellers. In fact, during a six-month evaluation period, Shopify’s researchers found that North Americans are the only ones predominantly buying from domestic eCommerce merchants. During that period, shoppers from other continents made the majority of their purchases from a retailer located outside their country.

(Nielsen)

The 2018 Nielsen report on the state of connected commerce was based on a survey that polled over 30,000 online consumers in 64 countries. This pretty accurate view of contemporary eCommerce basics and global consumer habits comes from the opinions and data from countries in Europe, Latin America, Asia-Pacific, North America, the Middle East, and Africa.

Books and movies were the third-most popular category at 49%. IT and mobile came fourth at 47%, and event tickets amounted to 45%. eCommerce industry statistics confirm that online shopping is still one of the most popular internet activities on a global scale.

The online purchase of restaurant/meal kit delivery amounted to 33% in 2018, 2% higher than in 2017.

(Nielsen)

Packed groceries (30%), medicine and healthcare (27%), and fresh groceries (26%) were the other consumable online purchase categories buyers were the most enthusiastic about. Consumers have less and less time to prepare food and consumables themselves, and this is how eCommerce works - it satisfies a market need.

It seems people now people give up on the idea of making their own food often enough to outsource and seek help from restaurants. Quality time preparing food is now but a pipe dream for busy working individuals. eCommerce growth stats demonstrate that. Even packaged groceries are now eCommerce friendly, as are medicine/healthcare products and goods for babies, children, and pets. Even the frequency of buying booze online has increased by two points.

Consumers indicate that they are purchasing entertainment (61%) and services (56%) categories more often online than in-store.

(Nielsen)

Some products are easier to purchase online by default, as they are consumed on connected devices. eCommerce website marketing facilitates the process of searching and comparing products and service specifications, as well as their availability and prices.

Comparing online shopping vs. traditional shopping statistics, it’s easy to see why some products are better suited to online sales. For example, consumers can enjoy products from outside their home country, which would otherwise be either inaccessible or difficult to pursue. This includes books, music, gaming, and similar products. Event tickets are often bought online, especially for people traveling abroad to attend the events in question. After 20 years of eCommerce retailing, these products have a higher sales volume than more traditional consumer goods.

On average, 26% of global online shoppers purchased FMCG products in 2018.

(Nielsen)

According to Nielsen’s eCommerce stats, that’s a 2% increase compared to 2017 for fast-moving consumer goods. FMCG, or consumer packaged goods (CPG), are products businesses can sell quickly and at a low cost. Examples include packaged foods, over-the-counter drugs, beverages, and other consumables.

49% of consumers would rather shop online if they had a money-back guarantee for products that don’t match what they ordered.

(Nielsen)

One of the biggest challenges eCommerce websites face is trust. When you’re not satisfied with a brick-and-mortar service, it’s easier to return the faulty or otherwise misunderstood item. Online shopping stats show that, for most consumers, the idea of knowing for a fact they can easily return the undesired item to the seller and get their preferred one sent to them is of vital importance. Ideally, consumers wouldn’t have to pay any additional shipping costs and wouldn’t damage the goods they returned.

50% of shoppers report abandoning a transaction due to extra costs, such as shipping fees.

(Baymard Institute)

Hidden costs aren’t doing anyone any favors, as every eCommerce business owner should know. Customers feel betrayed and manipulated, and the integrity and reputation of a brand or website suffer a great deal. The eCommerce conversion rate is lower if consumers find anything unclear about the full cost of a purchase.

According to the Baymard online shopping demographics, as many as 28% of shoppers abandon their carts because the site requires them to create an account. Another 21% consider the checkout process too long or complicated, while 18% have difficulties calculating the total cost of the product.

A Shopify article indicates that almost 61% of surveyed shoppers didn’t complete a purchase because trust logos were missing.

(Medium)

SSL certificates are small data files that digitally bind a cryptographic key to an organization’s details. Online purchase statistics urge you not to forget to include some form of safety assurance, since consumers are likely to look for it. Typically, websites use these certificates to secure many aspects of eCommerce, such as credit card transactions, logins, and data transfer. Lately, securing web browsing has become the norm. There are different types of trust indication, the most frequent ones being Site Seal, TrustLogo, and Corner of Trust.

Online retail shops generated 14.34 billion visits in March 2020.

(Statista)

According to the latest eCommerce statistics, COVID-19 has had quite an impact on online shopping habits. There has been a noticeable increase from January this year, when the numbers reached “just” 12.81 billion. This can be attributed to global efforts to stay home. The pandemic has also affected buyers’ choice of products, so they’re now more likely to head online to buy everyday items like groceries or precious toilet paper.

About 31% of users in the United States ordered food from restaurants online in recent months because of the coronavirus.

(Statista)

This is a great chance to see exactly how much the global pandemic has affected the world. During lockdown, a significant percentage of online shoppers (27%) decided to buy hygiene products on the web, while another 26% opted for clothing items online. Interestingly, 29% of surveyees stated that they didn’t change their offline buying habits due to the outbreak.

52% of people who switched to online shopping for groceries said they wouldn’t switch back.

(PYMNTS)

It would appear that COVID-19 has put even more wind in the sails of eCommerce, speeding up the already rapid development of the industry. Online shopper demographics show that more than half of buyers who tried buying online groceries wouldn’t go back to their old habits. The number is even greater (60%) for users who switched to buying something other than groceries online.

Frequently Asked Questions
What is eCommerce & E Marketing?

eCommerce refers to selling goods or services electronically, from clothes to groceries to ebooks via websites. E-marketing, on the other hand, is all about driving traffic to said goods and services, and drawing consumers’ attention to them. Usually, some consumers are more likely to enjoy a product than others, and this is where internet sales statistics can be useful. If a targeted audience sees your product and finds it appealing, you’ll get more conversions for less marketing money.

How do I get into eCommerce marketing?

The easy part is always the same. First, you register your business and pick a smart name. Then you get a business license, Employer Identification Number, and other necessary licenses and permits. Design a catchy, stylish logo, and on you go to the tricky part, which is driving top-of-funnel traffic to convert into sales and repeat customers.

To do this properly, you’ll need to do a lot of work on learning who your target audiences are, what they like about their product, and where you can find them. Demographics of online shopping show that millennials spend a lot of time on Instagram, while older people shop elsewhere. So choose your channels wisely and don’t forget to integrate multi-channel efforts. A sound business plan and in-depth marketing analytics are key.

What is the difference between eCommerce and digital marketing?

In short, digital marketing is about marketing the client’s goods or services to a specific, targeted customer, on a local or global scale. On one hand, eCommerce simply involves selling or buying goods and services. This could be you selling anything from a couch to concert tickets online. But finding the audience for said products using the demographics of online consumers and getting them to make repeated purchases or even tell their friends how amazing you are would be classified as digital marketing.

How many eCommerce businesses are there?

In today’s economic landscape, the eCommerce industry has blossomed to 24 million online stores. The monopoly held by Amazon, Alibaba, and Aliexpres is so overwhelming, though, that any small business that wants to sell goods on the internet is probably better off simply picking a pre-existing channel. Even eBay is only responsible for 7% of eCommerce sales.

And that’s all, folks. We hope you’ve enjoyed our extensive list of eCommerce statistics cherry-picked for relevance and contemporaneity. All sources included are reputable, recent, and linked in the description below. Our top experts provided short comments, elaborating on the relevant info for crystal clarity.

Sources

More from blog

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(Perfect Brew) Among the top 15 professions that consume the most coffee, scientists and lab technicians take the top spot. Marketing and advertising professionals are second, while education administrators take the third spot. Writers and editors hold the fourth spot, while healthcare administrators take the fifth, according to a recent coffee industry analysis by Perfect Brew.  People aged 25-34 spend $2,000 in coffee shops yearly. (Amerisleep) There’s a stark difference between this age group and people over 65, who spend only $7 in coffee shops per year. People aged 18-24 spend $172 per year on average, while the 35-44 age group doesn’t shy away from spending $1,410. These figures could partially be the result of the shift toward remote work, as many remote workers find coffee shops to be more conducive to productivity than their homes.
By Vladana Donevski · May 10,2022
Anyone who has ever been on a hunt for unique handmade items, vintage treasures, and local artisan products has most likely heard about Etsy. This creative online marketplace started out in 2005 as a project by a group of enthusiasts from Brooklyn, New York. Etsy has soon become an online refuge for artists and artisans from all over the world.  The platform has grown into a $33.75 billion business from very humble beginnings. If you're interested in learning more about this eCommerce giant and its journey to the top, check out our Etsy statistics below.   Top Etsy Statistics: Editor’s Choice With a market cap of over $17 billion, Etsy is the 12th largest online marketplace globally. Etsy’s annual net income in 2021 reached $493 million. As of 2020, Etsy has 1,209 employees. 97% of Etsy sellers run their shops from home. 62% of sellers on Etsy are from the United States. In 2020, 81% of Etsy sellers identified as women. With a 25% seller share, Home & Living is the most popular category on Etsy. 71% of Etsy sellers consider it important to grow their business sustainably and responsibly. General Etsy Stats To better understand this eCommerce platform and its users, we've compiled a list of some general Etsy statistics. Read below to learn about the number of active buyers and sellers, the revenue Etsy has generated over the years, and the best-seller categories of products available for sale. With a market cap of over $17 billion, Etsy is the 12th largest online marketplace globally. (CompaniesMarketCap) With a market cap of $17.90b as of March 2022, Etsy scores above JD Health, Zalando, and Rakuten, to name a few prominent companies.  Etsy traffic statistics have increased majorly during 2020, boosting profits significantly. Nevertheless, the market is still dominated by eCommerce giants such as Amazon, Alibaba, Meituan, Jingdong, and Shopify. There were around 7.5 million active sellers on Etsy in 2021, a nearly 75% increase on 2020. (BussinessOfApps) Back in 2019, there were almost $2.7 million active sellers on Etsy. Only a year later, the figures went up over 60% to around 4.3 million people worldwide, only to balloon by nearly 75% to 7.5 million in 2021. As testified by many Etsy sellers, statistics have never looked so good. The reason behind such a steep surge is most likely the COVID-19 pandemic which forced many people to start selling online exclusively.  The number of active Etsy buyers reached 96.3 million in 2021. (BussinessOfApps) Compared to 2019, when some 46.3 million people bought goods on Etsy regularly, 2020 has brought a surge of over 75% for a record 81.8 million active buyers on the platform. This was then followed by a smaller but still impressive 17% increase to 96.3 million users in 2021. Judging by the Etsy buyer statistics, people have heartily embraced the online shopping model forced by the COVID-19 pandemic. As of 2020, Etsy has 1,209 employees. (Backlinko) We can get valuable insights by tracking workflow within a company. Etsy has been growing steadily over the past few years, and the growth was followed by an increase in the number of employees. The 2020 sales boom saw the workforce increase by 14.49%. These Etsy updated statistics do not include an additional 205 workers employed at Reverb, its daughter company. Most of the employees are based in the United States, but the company also has offices in Ireland, Germany, Canada, Australia, and more. Etsy Demographics Let’s take a closer look at the demographic stats and facts, as they provide insights into the target market for a product or service. Additionally, they can help identify new markets or assess the potential impact of changes in the economy or population on a business. By understanding the demographics of its customer base, a company can make better decisions about where to allocate its resources to maximize growth.  62% of Etsy’s sellers are from the United States. (Statista) Etsy seller statistics show the distribution of its sellers on a global level. As of June 2020, some 62% of Etsy's merchants were from the United States, while the remaining 38% come from other countries. The majority of them are from the UK (30%), followed by Canada (11%), Australia (7%), and  Germany (7%). Most of Etsy’s US sellers come from California (14%). (Statista) The figures from June 2020 indicate that 14 percent of the US Etsy sellers are located in California. During the measured period, Florida and Texas both contributed 7%, while Pennsylvania, North Carolina, and Washington had a 4% share of the total US seller market each. As of December 2020, 47.7% of Etsy employees were female. (Statista) We highly appreciate Etsy’s gender awareness and diversity politics, especially nowadays when women were only 5% of the CEOs appointed globally in 2020. Namely, the eCommerce giant has been trying to increase the number of women in leadership positions and on its Board of Directors. As of December 2020, 47.7 percent of its employees were female, along with 45.3% male workers and 7% that were classified as ‘other.’ Statistics on Etsy's global corporate demography indicate that the board positions are equally occupied by both males and females, with a 50-50% ratio.  In 2020, 81% of Etsy sellers identified as women. (Statista) (Etsy) The figures certainly show how one-sided the sellers’ market is, probably because women dominate the handmade arts & crafts niche. When it comes to Etsy users, statistics on the sellers used to favor women even more in the past. According to a report from 2015, as many as 86% of the sellers on the platform were female. 71% of Etsy sellers consider it important to grow their business sustainably and responsibly. (Etsy) Sustainability and value-driven manufacturing practices are essential to Etsy's community, as reflected in the items being sold on the site. This new approach to business resulted in self-organizing into online support groups. Nearly a quarter of Etsy sellers worldwide joined one of more than 10,000 Etsy Teams worldwide, where they can seek and provide support and collaboration opportunities.  97% of Etsy sellers run their shops from home. (Statista)  2020’s  Etsy statistics reveal that 97% of sellers run their shops from home. At the same time, 69% of respondents had started their Etsy shop as a way to supplement their income. For many Etsy sellers, their businesses are their primary source of income, and 69% of them consider their shop a business. More than half (55%) are multi-channel sellers.  Revenue and Sales Statistics Although Etsy's sale statistics recently didn't quite match the boom in 2020, the company is still going very strong. The pandemic has brought about a renewed interest in handmade and vintage items, increasing the platform’s popularity significantly in recent years. With a 25% seller share, Home & Living is the most popular category on Etsy. (Statista) Looking at the best-selling items on Etsy and their generated revenue, Statista compiled a list of the most popular categories among handmade Etsy sellers worldwide as of June 2020.  According to Etsy sales statistics by category, home and living is on the top of the list with a 25% seller share. This is followed by art and collectibles, which accounted for 21%, jewelry with 15%, and clothing with an 11% share.  The least popular group of products were pet supplies, electronics & accessories, and shoes, which accounted for only 1% of sellers each.  In 2020, Etsy was the eighth largest retail website in terms of online traffic. (Statista) The big dog among eCommerce websites, Amazon.com, had almost 3.68 billion visitors per month in 2020 followed by eBay.com with 1.01 billion visits on average each month. eBay, Rakuten, and Samsung also scored highly on the list.  With a monthly traffic average of 289.33 million visits, Etsy statistics had even top sellers jealous, contributing greatly to the platform’s huge revenue increase during that year. In 2020, Etsy generated $1.7 billion in total revenue. (Statista) The revenue of the online marketplace amounted to $1.7 billion in 2020, which represents a surge of more than 100 percent compared to the year before. Etsy had a market capitalization of $7.46 billion in 2019, just seven years after its official launch. According to industry experts, marketplace revenues (including sales listing and transaction fees), third-party payment processor fees, and seller service revenues are the company's main revenue streams.  Etsy’s annual net income in 2021 reached $493 million. (Statista) Looking at the Etsy sales statistics for 2021, there was a massive increase over the $349 million it made in 2020, which itself dwarfed 2019’s $95.89 million. The company is clearly doing something right, and at this rate, the future of eCommerce on the platform is looking very bright. Top sellers on Etsy earn $10,000 per year or more. (The Verge) Amid the many stories from Etsy's sellers regarding their earnings, the conclusion is that the most successful merchants earn $10,000 or more on the platform. Etsy shop statistics vary wildly between the various categories on the site, though. According to some top sellers, they get charged a flat 12% advertising fee that they cannot opt out of. This fee is 15% for other sellers, but that charge is optional.
By Danica Djokic · April 19,2022
Call centers are an inescapable element of running almost every customer-centric business. Regardless of whether you are offering a product or a service or using a call center to market them, you need to provide a line of communication with your customers.  Not all support and call centers actually require a phone line. Call center statistics show that the industry has moved online to a large degree, and many other trends are emerging as companies strive to provide a better customer experience.  Let’s see some of the most important stats about the call center industry in 2022. Call Center Industry Statistics - Key Findings The global market value of call centers is estimated to reach $496 billion by 2027. 87% of employees in call centers report high-stress levels at their job. The contact center software market will be worth $149.58 billion by 2030. Businesses lose approximately $75 billion yearly because of poor customer service. 35% of customers want customer support agents to help them resolve issues in one interaction. General Call Center Operation Statistics Call centers are an essential industry nowadays, especially as many people turn to customer support. After all, the world has made a significant shift toward performing most of its daily life online. So let's check some of the most important stats about this industry. The global market value of call centers is estimated to reach $496 billion by 2027. (Report Linker) Research suggests that the industry's value will keep increasing at a projected CAGR rate of 5.6% between 2020 and 2027. In-house call center solutions have a 5.5% projected growth rate during the same period, while outsourcing will grow by 5.9%. In 2020, US call centers accounted for 29.49% of the global call center market. (Report Linker) The overall global market was valued at $339.4 billion in 2020, with the US share at approximately $100.1 billion in 2020. Other notable markets worldwide were China, Japan, Canada, and Germany, all with strong growth estimates.  Almost a quarter of all call centers in the US made less than $250 million in 2020. (Statista) 24%, to be precise. 13% earned more than $25 billion. 4% made between $15 and $25 billion, while 19% earned anywhere from $5 to $15 billion, and another 19% made between $1 and $5 billion. The contact center software market will be worth $149.58 billion by 2030. (Grand View Research, Inc) According to call center statistics for software, the industry's market size is $28.09 billion in 2022, up from $23.9 billion in 2021. If it continues following the estimated CAGR of 23.2% between 2022 and 2030, it should reach a staggering $149.58 billion by 2030. In 2020, US call center businesses employed 2.83 million people. (Statista) The number of employees in the call center businesses grew steadily from 2014 when 2.51 million people worked in this industry. This trend changed in 2020, though, which saw a drop in the number of employees in the contact center industry compared to 2019’s 2.92 million. Businesses lose approximately $75 billion yearly because of poor customer service. (Forbes)  Based on research in NewVoiceMedia’s 2018 “Serial Switchers” report, Forbes announced in 2018 that many customers were abandoning companies due to poor customer service. Recent research conducted by Salesforce shows that 91% of customers will make another purchase at the same company after a good customer service experience.  In comparison, 70% said they would not buy a product from a company with long wait hours for customer support. If your company is struggling with similar issues, consider investing in call tracking software. Call Center Stats on Customer Satisfaction  Customer support is an essential part of providing a quality service, and companies need to pay close attention to customer satisfaction in this area. The following stats tell us more about customer preferences regarding call centers and support. 77% of customers appreciate proactive customer service. (Zippia) On top of wanting instant support, customers also expect customer representatives and sales reps to anticipate their needs and address them accordingly. Companies that can do that are much more popular with customers. 76% of customers prefer using different support channels depending on context. (Salesforce) According to the call center analysis by Salesforce, email is still the most popular customer support channel, followed by phone and in-person support. Online chat and mobile apps take fourth and fifth place, respectively. 78% of customers don’t like support agents that sound like they are reading from a script. (Zippia) Personalized sales and support communication has been the key for a while now. 52% of customers expect custom-tailored offers at all times, and 66% want the companies “to understand their unique needs and expectations.”  This is no small feat, especially for the largest call center companies serving thousands of customers. Ensuring your company uses good call center software is only half the battle. You’ll still need quality support agents who can convince your customers that their needs are important to your company. 50% of customers believe that the customer service and support from most companies need a major overhaul. (Salesforce) While half of the customers expect better customer support, 60% agree that companies need to improve their trustworthiness, and 55% think companies should work more on their environmental practices. Statistics show that companies focusing on “making the world a better place” always do well. Surprisingly, improving the product was ranked lower, as was using better technology and working on the overall business model. 35% of customers want customer support agents to help them resolve issues in one interaction. (Microsoft’s 2020 Report) Quick problem resolution should be one of the most important call center metrics. Over a third of customers in a Microsoft survey from 2019 said that resolving issues in one interaction should be a priority for the customer support team. 31% claimed that getting a knowledgeable agent is the most important, and 20% said that not having to repeat the same information is crucial. The latter seems like a growing problem, as more than half of customers felt that the departments providing support are not always in sync.  These are definitely the key call center metrics that every company should pay attention to. 92% of consumers hesitate when buying a product if it has no customer reviews. (Fan & Fuel) Worse still, 35% might not buy a product at all after reading just one negative review. According to Zendesk, word of mouth is also extremely powerful: 95% of customers will tell others about a bad experience, and 87% will share good ones.  Unfortunately, another survey shows that 79% of consumers who shared their poor online experience with customer support got ignored. Companies making this mistake should consider hiring a good reputation management service, as it will help improve their sales in the long run. Must-Know Information About Call Center Workers Despite the push toward automatization, live agents are still the pillars of any good customer support team. Here are some stats about the call center workforce. There were approximately 286,696 call center agents employed in the US in 2021. (Zippia) The majority of call centers are located in Texas, or more specifically in Dallas and Houston. The average age of a call center employee is 40 years. Furthermore, 67.2% of all agents are women, while 27.9% are men. 87% of employees in call centers report high stress levels at their job. (Cornell University) Handling customer requests every day is not an easy job. Customer support agents are typically the first line of defense against angry customers, leading to very alarming call center stress statistics. 80% of agents experience angry customers blaming them for things out of their control.  Undefined expectations, lack of incentives, and boredom with mundane, repetitive tasks cause agents to be miserable at work, which, in return, translates into poorer customer experience stats across the board. The average salary of a call center employee is $27,765 per year. (Zippia) Salaries for new agents start at around $20,000 per annum. Those of the 10% top-performing agents can go up to $36,000 or more. The turnover rate for call center agents is over 40% globally. (ICMI) (Mercer) When these call center turnover statistics are compared to the 22% average turnover rate across all industries in the US, it’s easy to see that job satisfaction levels in call centers are troublingly low. Companies need to look into ways of making the job less stressful for their employees and using modern technologies such as AI bots to help facilitate communication with customers. Call Center Technology Trends Good implementation of modern technologies is essential for improving call center statistics and metrics. Let’s check how big of a role software plays in customer support these days.   90% of businesses that use it find live chat software helpful for streamlining call center operations.  (Zippia) According to Zippia’s findings published in December 2021, 29% of all businesses and 61% of those in the B2B sector already use live chat software. 32% of businesses are implementing CRM systems to boost sales and enhance customer relationships. (Zippia) Customer Relationship Management software has an excellent track record of increasing customer engagement. Unfortunately, according to customer service and call center metrics, only a third of businesses make use of it currently. Considering that 31% of customer support teams think that their companies see their work as an expense rather than an opportunity to increase sales, this is not all that surprising. 87% of global organizations that implemented AI did so believing it would give them an advantage over the competition. (Statista) According to Statista, almost 90% of the organizations that implemented AI did so to keep up with the competition, while only 63% did so due to customer demand. Pressure to reduce costs was also a major factor (72%), along with the ability to move into new business spheres (78%). In 2020, 37% of all messages to brand social media accounts were related to customer service issues. (Sprout Social) (Statista) However, most messages (59%) were positive, as customers wished to express their happiness with an excellent experience they’ve had with the brand.  Call center statistics show that in 2020, 75% more customers used  Instagram to message businesses, while Facebook saw a 20% growth in this category. If you are considering implementing social media into customer support options, keep in mind that 18% of customers expect an immediate response; it might be worth investing in social media management tools to help your support team out.
By Vladana Donevski · April 11,2022

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