The Chamber of Digital Economy in cooperation with the Mobile Institute conducted a survey on the awareness of corporate social responsibility among e-shop customers and representatives of the e-commerce industry. We invite you to read the first CSR report for Polish e-commerce, which was created based on that survey. Przelewy24 is its main partner.

The "E-commerce: sustainable and ethical 2021" report consists of two main parts: "Eco-Friendly e-Commerce" and "Ethical e-Commerce". It is a must-read for all e-commerce companies that want to successfully engage in CSR activities.

The knowledge of corporate social responsibility is significantly greater among representatives of the e-commerce industry than among their customers. This does not mean, however, that buyers do not notice how companies fare in this area. Despite their ignorance of the definition, customers intuitively lean towards solutions that, among other things, minimise the negative impact of purchases on the environment.

- The task facing e-commerce today is not only to implement good CSR practices but also to educate employees and buyers. Currently, 49% of companies do not inform customers about their activities. Increasing the awareness of corporate social responsibility among consumers is paramount, because it will allow them to choose the offer of companies for which social matters are just as important as financial profit – says Jacek Kinecki, Przelewy24 CCO.

What have we learned surveying consumers?

  • 87% of online store customers are not familiar with the concept of sustainable development.
  • 71% of e-consumers declare that they pay attention to whether the delivered parcel is packed in a eco-friendly way
  • 68% of online shoppers are willing to wait longer for the package to get all the ordered products in one delivery.
  • Before making a purchase, online store customers check the return policy (52%) and the complaint procedure (50%).

What is the level of knowledge on CSR among the representatives of the e-commerce industry?

  • 98% of respondents declare that activities in the area of corporate social responsibility are practised in their workplace.
  • As many as 93% of companies that declare to run their business responsibly admit that they benefit from it – mostly image-wise.
  • Among the CSR activities undertaken by the company, the respondents most often listed diversifying payment methods (52%), offering safe, high-quality products/services, created with the awareness of the source of materials, with care for environmental protection (52%) and implementing innovation and technology (52%).
  • 47% of the industry representatives declare that their workplace communicates CSR activities through various channels.

The report premiered on November 9 during the Digital Economy Forum, organised by the Chamber of Digital Economy.

The summary of the publication (English) is available on the website of the Chamber of Digital Economy. The original report in Polish you will find here.