52% of UAE consumers continue online shopping despite ease in restrictions; Survey

By Arya M Nair, Intern Reporter
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UAE eCommerce
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A survey conducted by Dubai Police, Dubai Economy (DED) and Visa, an American multinational financial services company found that the UAE consumers have become more aware of digital platforms and payments.

According to the study, conducted by the three entities as part of their annual 2021 Stay Secure consumer education campaign, more than 37 percent of UAE consumers would prefer to switch retailers or shop on another site, while 35 percent wait if there were delays in completing their online purchase.

While shopping online, almost one in two consumers abandon their shopping cart if they experience a delay or authentication error. 51 percent of eCommerce sites offering customer reviews, 42 percent providing seamless refunds and 41 percent giving a variety of payment options performed better in building high levels of consumer trust.

According to the survey, 57 percent of eCommerce customers are willing to store their credit card information on merchant sites if it improves or speeds up their buying experience. It also observed that in spite of the easing of restrictions, 52 percent of consumers continue to purchase online with no signs of slowing down, while 43 percent claimed they are shopping less in stores.

Jamal Salem Al Jalaf
Brig. Jamal Salem Al Jalaf
Director-Criminal Investigation
Dubai Police

“The findings of the study are in line with the ongoing efforts of Dubai Police, Dubai Economy and Visa in promoting the “Stay Secure” campaign to spread consumer awareness on safe digital payments and eCommerce practices. This is in line with Dubai Police’s commitment to fighting online fraud in collaboration with our strategic partners.”

Mr. Ahmad Al Zaabi, director of Consumer Protection in Dubai Economy, remarked that the online behavior of consumers reflects their expectations of the overall shopping experience in Dubai.

Consumers in Dubai are eager to explore and experiment, and they have access to the best and the foremost as they live in one of the most connected cities in the world. In partnership with the private sector, Dubai Economy has strived to ensure a safe, secure, and enjoyable shopping experience across the region, and the insights gathered in the Stay Secure survey are valuable in extending the experience online.

Mr. Shahebaz Khan, general manager, Visa at UAE commented that the consumers in UAE are very savvy and will not settle for a shopping experience that does not match their expectations. Merchants need to recognize it and this survey provides them actionable insights that can help them combat fraud and ensure consumers feel safe when transacting with them.

Related: IATA, UNCTAD extend partnership to boost eCommerce with better trade data exchange


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