In-store vs online shopping: Which do Hong Kongers prefer?

Consumers cite three different reasons for their preference.

Despite the e-commerce boom, physical retail stores remain the winner in Hong Kong, with 66% of shoppers preferring the latter to online shops.

According to CBRE, 63% of those who shop online still visit physical stores to see the product in-store before proceeding with their purchase.

About half of consumers also prefer to pick their online orders up in retail stores than have it delivered.

Moving forward, about half of Hong Kong consumers said they intend to shop less online and buy more offline following the easing of restrictions.

Apart from seeing the products and being able to try them on, consumers said they prefer physical stores since products are immediately available and they can get help from salespersons and more product information.

Meanwhile, those who shop online said they get more variety, better offers and promotional deals, and can easily compare prices.

"While online shopping offers flexibility and convenience, Hong Kong consumers value4 in-store experience and immediate product availability. Retailers should strategically plan on how to boost sales via physical stores, by offering alternative consumer support, such as in-store pick-up and return, product showroom, and efficient customer interactions," said Lawrence Wan, head of Advisory & Transaction Service-Retail, CBRE Hong Kong.