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The Consumer Insights Report is based on the views of 5,279 Australians, exploring their changing attitudes and preferences when engaging with consumer-facing businesses.
We pinpoint what consumers now expect and value most about both their retail and hospitality experiences.
Views expressed directly by existing and potential customers can help retail and hospitality businesses respond to changing expectations. In this report, we examine:
National Manager – Retail and eCommerce
Business Banking, CommBank
“Many retail consumers are seeking deals and offers in light of cost of living pressures and are turning to brands they know and trust. They’re researching more before buying, often online, and strongly support the responsible use of technology that enhances and simplifies their purchasing process.”
National Manager – Hospitality
Business Banking, CommBank
“With Australians weighing up spending on nights out and travel, there’s more competition for the consumer dollar. Good customer service and a great in-venue experience are essential for hospitality operators, but consumers now expect a seamless digital experience to match.”
Jana Bowden, Professor of Marketing and Consumer Behaviour, Macquarie University
Find out how QBD Books is streamlining and improving its digital customer experience to drive online sales.
Learn what BOUNCE are doing to uplift the experience for families and connect the online and in-venue journey.
Consumer Insights Report: Circular Economy
This edition of CommBank’s Consumer Insights report explores the benefits for consumers and businesses of advancing Australia’s transition to a circular economy. The underlying research reveals the opportunity for businesses to reduce consumption and waste in society, positively influence consumer behaviour and drive circular economic growth.
Consumer Insights Report: Social Purpose
This edition of CommBank’s Consumer Insights report puts the spotlight on social purpose. It explores shoppers’ attitudes towards businesses seeking to positively impact the world at large.
Consumer Insights Report: How the pandemic reshaped consumers
Consumers have encountered significant disruptions to the way they live, work and shop. Understanding the impact of the pandemic on their behaviours and attitudes, and whether these are permanent drivers, is critical for businesses in seeking to capture sales as economic recovery continues.
About CommBank Consumer Insights
CommBank Consumer Insights is an exclusive, wide-ranging analysis of the Australian consumer. This edition focuses on understanding consumer attitudes, motivations and expectations of their experiences amid changes to the real and digital economy.
This edition is based on an online quantitative survey conducted by Fifth Quadrant on behalf of the Commonwealth Bank. The survey was conducted in May and June 2023 and was completed by 5,279 consumers of goods and services.
Each respondent answered questions relating to one category where they had spent money in recent months, including:
Groceries and liquor (n=406), clothing & footwear (n=406), homewares and household appliances (n=408), consumer electronics and entertainment including books, games, music and media (n=404), recreational sporting and outdoor goods (n=407), motor vehicle parts and accessories (n=406), health and beauty products (n=406), hardware, DIY, building and garden supplies (n=407), personal care services including hairdressing, beauty and weight loss treatments (n=406), fast food and quick service restaurants (n=405), pubs and clubs (n=408), restaurants and cafes (n=407), and accommodation including hotels, motels and AirBnb (n=403).
The sample was selected to ensure the results are nationally representative. All statistics and references to consumers in this report are based on the responses to the survey unless otherwise stated.
The report has been published for general information purposes only. As this information has been prepared without considering your objectives, financial situation or needs, you should, before acting on this information, consider its appropriateness to your circumstances, if necessary, seek professional advice. The Bank believes that the information in the report is correct and any opinions, conclusions or recommendations are reasonably held or made, based on the information available at the time of its compilation, but no representation or warranty, either expressed or implied, is made or provided as to accuracy, reliability or completeness of any statement made in the report. Any projections and forecasts are based on a number of assumptions and estimates and are subject to contingencies and uncertainties. Different assumptions and estimates could result in materially different results. All analysis and views of future market conditions are solely those of the Commonwealth Bank.
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