According to a new Accenture/comScore/dunnhumbyUSA research study, highlighting the potential for brand websites to become key drivers in building customer loyalty and preference for CPG brands, visitors to CPG brand websites spend 37% more than non-visitors on the brand in retail stores. And, brand website visitors are heavier buyers within a brand’s product category, spending 53% more than non-visitors on the category in retail stores.
To help CPG executives better understand the link between consumers’ usage of brand websites and their brand purchases in retail stores, the research was designed to accomplish three objectives:
Comparison of In-Store Performance Metrics for Website Visitors and Non-Visitors (Indexed Such That Non-Visitors = 1.0) | |||
| Average | Minimum | Maximum |
Monthly Brand spending | 1.37 | 0.83 | 2.05 |
Category Spend | 1.53 | 0.79 | 3.19 |
Brand Units | 1.48 | 1.05 | 2.00 |
Category Price Per Unit | 0.97 | 0.70 | 1.59 |
Source: Accenture/comScore/dunnhumbyUSA research, 2011 |
The study found that to maximize impact, the most important website features include compelling brand value messaging, frequent content updates, and engaging content such as promotions, philanthropic appeals, product demonstrations, surveys, and downloadable applications and games.
According to the report, CPG brand website visitors were highly engaged, valuable customers and frequent purchasers of the brand. CPG brand website visitors spend an average of $2.86 per household, $0.72 more than non-visitors, and on an indexed basis they purchase 48% more units of the brand.
Absolute Differences in In-Store Performance Metrics | |||
In-Store Performance Metric | Website Visitors (Average) | Non-Visitors(Average) | Difference |
Monthly Brand Dollars | $2.86 | $2.14 | $0.72 |
Monthly Category Dollars | 6.86 | 4.83 | 2.03 |
Numbers of Brand Buying Occasions in Six MonthPeriod | 3.2 | 2.3 | 0.90 |
Source: Accenture/comScore/dunnhumbyUSA research, 2011 |
Some observations about engagement from the report include:
To gain insight into the online behavior of consumers who buy CPG brands in retail stores ( “Brand Buyers”), several analyses were executed to identify how Brand Buyers differed from the average U.S. Internet user across three variables:
Another metric (called the “Intensity Index”) was then the primary metric used for describing the Brand Buyers’ web behavior relative to the general web population, with the average Internet user defined as 100.
Over-indexed reflects a greater orientation than average to a particular site or site category. Conversely, under 100 means means less oriented to that site than the average Internet user. Several key findings surfaced using this approach, says the report:
The length of time that visitors spend on a brand’s website was the key determinant of their likelihood to purchase that brand in the store according to the report. As time on the brand website increases, brand purchasing in the store increases.
Given the strong correlation between time spent on the site and in-store purchases, the research team examined the factors that influence whether visitors spent more time on the site. Overall, four website attributes correlated most closely with a higher brand purchase index (greater brand spending in-store for website visitors than non-visitors):
Consumers, visiting the best of the ten CPG brand websites evaluated in the research study, spent over 200% more on the brand in stores than non-visitors. And, the price paid per unit of the brand was 2% more than for non-visitors in brand.
The report concludes by suggesting that most CPG companies are missing the opportunity to influence brand engagement and brand buying behavior on their brand websites simply because not enough consumers visit their site. To the extent that this study quantifies the potential of websites to influence brand engagement and in-store purchase, CPG company efforts to increase traffic to the brand website offer tangible return on investment.
Average Monthly Visitors to Top 25 CPG Brand Websites (Defined by Buyer Penetration) | |
Number of Monthly Unique Visitors (000) | % of Brands |
Under 100 | 64% |
100-199 | 24 |
200-299 | 4 |
300+ | 8 |
Source: Accenture/comScore/dunnhumbyUSA research, 2011 |
For more about this study, and access to the PDF report, please visit comScore here.
Sounds like for advertisers one of the best ways to promote their brand on the web is to invest time and energy improving their own sites...fresh content, etc.