Business

Brazilians lead shift to e-commerce amid pandemic, says global consumer behavior survey

According to Freshworks findings, 69% of Brazilians that shifted to e-commerce amid the pandemic intend to remain in digital shopping even after the pandemic

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  • Almost half of the Brazilians (45%) shifted their consumption to lower cost brands;
  • 43% of consumers in Brazil said they will spend as much time as necessary to resolve a problem if they know they are right.

Brazilians are the ones who migrated the most from brick-and-mortar stores to e-commerce, according to a survey by Freshworks, a customer and employee relationship software company.

Of 10 countries surveyed, 70% of those consulted in Brazil have made the change against a general average of 48%. The survey was conducted online from 23 March to 7 April 2021 with 10,500 adults aged 18 to 75 from Australia, Brazil, France, Germany, India, Netherlands, Singapore, Sweden, United Kingdom and United States.

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According to Freshworks findings, 69% of Brazilians that shifted to e-commerce amid the COVID-19 pandemic intend to remain in digital shopping even after the pandemic.

Also according to the study, almost half of the Brazilians (45%) shifted their consumption to lower cost brands, followed by the Indians with 35%.

The study also reveals that 71% of Brazilians (much more than any other country) say that small companies improved their customer service during the pandemic. For large companies, 50% of Brazilians (second only to the Indians at 52%) said they had improved their customer service during the pandemic.

Post-pandemic Brazilian customers are more demanding

Almost 43% of consumers in Brazil – more than consumers in any other country – said they will spend as much time as necessary to resolve a problem if they know they are right, compared to just 23% of those in Singapore, who are more likely to give up. More than in any other country, 41% of Brazilians said they would stop using a brand because of poor customer service.

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“In the post-pandemic economic boom, we believe companies that delight their customers through personal and digital channels will take the lead,” said Stacey Epstein, marketing director at Freshworks.

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