Do I need SSL or not (I've read the FAQ but still not clear)

RodG:

Often claimed. Never proven.

We have meticulous tracking and analysis of sales performance, relative to all functional tweaks and on-site promotional messages and are confident that our message to visitors regarding SSL - as I described in my earlier post - contributed to a 12% jump in visits to checkout_success. The on-screen advisory has a popup link which explains SSL. 58% of outbound traffic from this popup go to either the shopping cart, or checkout_process, confidently followed by checkout_success.

To me... that's all the proof I need. Again... it's more about what customers want, and how to make them feel as comfortable as possible when they shop with you.

Simply installing SSL still means nothing to most people - but if you approach this with a MARKETING OBJECTIVE and let them see that shopping on your site is much safer than on a site with no SSL, then there is a much greater chance of the sale being concluded with you rather than with competitors.

It was not SSL, per-se, that made the difference to sales increases. It was the degree to which people felt safer and more confident, and that was achieved by telling them WHY it was better to shop with us than with many of our competitors.

Had we not bothered to leverage the installation of SSL with a marketing message, there would perhaps have been a less significant a jump in successful checkouts.

Now here in the UK (and we're many light-years ahead of the colonies in eCommerce and online shopping), significant numbers of online shoppers know the purpose and value of SSL. Many schools now teach web security as part of the compulsory Information Technology curriculum, and the UK government goes to huge lengths to promote all aspects of online security. Perhaps in Australia this does not happen because (relative to the UK) not much online commerce is happening there. The value of annual online sales in Oz is achieved in just 2 and a half days in the UK.

The UK (per capita) has the highest number, and (per capita) value, of online shoppers in the world - even more than the USA. The UK is the No.1 country for online shoppng, and we have a very savvy population of internet users.

So while SSL may be an alien concept out there in the colonies, here in the first world a lot of people know what it is, and why it's important.

... much of the reason why the UK is the world's leader in ecommerce and online shopping is that the logistics backup is hyper-efficient. (One advantage fo being geographically a small country).

I have 5 main suppliers, all in different parts of the country. With all of them, if I put my orders in for stock before 10:00AM, I can have it at my warehouse before 5:30PM that same afternoon. The number of online retailers offering SAME DAY delivery is increasing exponentially. Everything from small trinkets to household appliances (see AO.COM).

When I sell stuff on my websites, if I post it 1st class before 6:30pm, there is a 94% chance that it will get to its UK destination the next day by 2pm. On many occasions, where customers have chosen 1st class post, if the goods don't arrive within 36 hours I have them on the phone asking why things are taking so long.

I have customers in Oz, and just this weekend had an Oz customer ask what had happened to their order (placed nearly 4 weeks ago, but dispatched the day the order came in). I know for sure the hold-up is in Oz. Just where is a mystery, of course, because all our packages to non-EU states have appropriate customs declarations on them, and legitimate invoices. Our customers in Canada and the USA get their stuff within 5 days... but Oz is still fast asleep in this area...

schoolboy:

It was not SSL, per-se, that made the difference to sales increases. It was the degree to which people felt safer and more confident, and that was achieved by telling them WHY it was better to shop with us than with many of our competitors.

Bingo.

I've nothing more to add. :-)

Cheers
RodG

Change of topic.

schoolboy:

I have customers in Oz, and just this weekend had an Oz customer ask what had happened to their order (placed nearly 4 weeks ago, but dispatched the day the order came in). I know for sure the hold-up is in Oz.

I realise I'm biased, but I will be one of the 1st to admit that the Australian Postal service is far from perfect, but I have found that once a parcel gets into the Australian System things tend to move pretty quickly.

schoolboy:

Just where is a mystery, of course,

Although it should never happen, over the years I've lost count of the number of parcels I've received from both USA and UK (and to a lesser degree, China) that have actually been routed though AUSTRIA before finally reaching here, AUSTRALIA.

For those unaware, these countries are on the opposite side of the planet to each other.

schoolboy:

because all our packages to non-EU states have appropriate customs declarations on them, and legitimate invoices. Our customers in Canada and the USA get their stuff within 5 days...

Delivery to Australia from USA or UK typically takes 10-15 days, on average (in my experience).

I was about to state that your shorter delivery times to USA and Canada is probably because they are both a lot closer . ~3500miles vs 11500miles (from memory) - But this will only add 7 or 8hrs flight time, not 7 or 8 extra days.

schoolboy:

but Oz is still fast asleep in this area...

As I say, once a parcel reaches our shores, the delivery times are pretty quick, usually no more than 3 days (including time in customs). Australia is also a big country, so if something I'm expecting is cleared from Sydney customs on a Monday, it will arrive at the Adelaide Delivery center on Tuesday, then our 'local' delivery center on the wednesday, and depending on the time, I may get it on the same day, but sometimes it won't be until the next day.

The question then remains - Where do these parcels go during the interim period, and who is 'dropping the ball'. Who is responsible for the parcel once it has left your hands and the day it arrives here? Can't blame the Oz side of things, in effect, we don't even know the parcel has been posted.

Surely it is the UK post responsible for having the parcels reach our shores in a timely manner as they are the ones with the contracts with the Airlines that do the carrying. Perhaps the delays are related to quantity, and anything posted in UK destined for Oz get stored in a warehouse somewhere until there's enough to fill the allocated cargo space?

schoolboy:

I know for sure the hold-up is in Oz.

I'm not going to dispute this, but I would be interested in what makes you so sure.

Cheers
RodG

Hi Rod

Hope you don't take my comments as being "rude" or "spiteful"...

About 13% of our orders come from Australia, but account for over 60% of "non-delivery" or "late-delivery" queries from our international customers, and we sell to 22 countries outside of the UK.

So the high proportion of delivery queries from Australia suggests (but is not proof) that the delays are happening when the packages arrive there. In the last 4 years, we have had just one query from the USA and three from Canada. who collectively account for 67% of international orders.

Distance and of course, the size of the country are hugely influential, but almost all orders from Australia are from major centres (Sydney 62%, Melbourne 18%, Brisbane 14%, Perth 4% and "other" 2%). It seems that Queensland presents the majority of queries, so it could be that postal inspections in that territory are more rigorous and time-consuming.

I do know that almost all of the post we send is routed through either Singapore or Hong Kong, so there could be some delaying factors there too.

We're off-topic now, so best we curtail this line of thinking - or perhaps start a new thread...

schoolboy:

Hi Rod

Hope you don't take my comments as being "rude" or "spiteful"...

About 13% of our orders come from Australia, but account for over 60% of "non-delivery" or "late-delivery" queries from our international customers, and we sell to 22 countries outside of the UK.

So the high proportion of delivery queries from Australia suggests (but is not proof) that the delays are happening when the packages arrive there. In the last 4 years, we have had just one query from the USA and three from Canada. who collectively account for 67% of international orders.

Distance and of course, the size of the country are hugely influential, but almost all orders from Australia are from major centres (Sydney 62%, Melbourne 18%, Brisbane 14%, Perth 4% and "other" 2%). It seems that Queensland presents the majority of queries, so it could be that postal inspections in that territory are more rigorous and time-consuming.

I do know that almost all of the post we send is routed through either Singapore or Hong Kong, so there could be some delaying factors there too.

Yes, off topic, but I MUST agree with you and it is obvious: Australia Post is ABSOLUTELY HOPELESS! Sorry, had to get this off my chest..... (should start a new thread).

schoolboy:

Hi Rod
Hope you don't take my comments as being "rude" or "spiteful"...

Of course I won't. How could I. I'm British born and bred, you are welcome to insult the ozzies as much as you like. <g>

schoolboy:

About 13% of our orders come from Australia,

Seriously, that high? I would have expected a lot less considering the relative populations of the countries, plus the fact from this side of the world, UK sourced products tend to be a lot more expensive than same products sourced from other countries.

schoolboy:

but account for over 60% of "non-delivery" or "late-delivery" queries from our international customers, and we sell to 22 countries outside of the UK.

This is one I find easy to believe, especially from Australians that aren't accustomed to the extended delays caused by UK mail ;-)

schoolboy:

So the high proportion of delivery queries from Australia suggests (but is not proof) that the delays are happening when the packages arrive there.

I sure wish there were a way to prove/disprove this. I/we are in denial that the delays are on our end, because we don't have the same delays from parcels arriving from the closer countries (China, Japan, etc). It is only the parcels from the northern hemisphere that seem to 'vanish into the ether' for a week or so before coming out the other end.

schoolboy:

In the last 4 years, we have had just one query from the USA and three from Canada. who collectively account for 67% of international orders.

Those folk in the USofA are such a patient bunch <g>

schoolboy:

Distance and of course, the size of the country are hugely influential,

In this day and age, it shouldn't be that much of a factor though. I often wonder if they come partway by ship rather than air?

schoolboy:

but almost all orders from Australia are from major centres (Sydney 62%, Melbourne 18%, Brisbane 14%, Perth 4% and "other" 2%).

Delays within Australia (after custom clearance) is rarely ever more than 3-4 days, even to the most remote locations. 1 - 2 days between the capital cities, so this still points to the black hole being somewhere between UK and Aust rather than AustPost dropping the ball.

schoolboy:

It seems that Queensland presents the majority of queries, so it could be that postal inspections in that territory are more rigorous and time-consuming..

Two points to make here.

1. As far as I know, there are no 'postal inspections' other than the customs, and this is invariably all handled in Sydney or Melbourne.
2. Queensland is Australia's holiday/retirement state. No one actually works up there so delays are to be expected. ;-)

schoolboy:

I do know that almost all of the post we send is routed through either Singapore or Hong Kong, so there could be some delaying factors there too.

I have to agree that this could/would also be a contributing factor. If we add a day (or even two) for each of the contributing factors, they still shouldn't take as long as they do though..

1 day stuck in UK airport
1 day flight to hongkong
1 day stuck in hong kong
1 day flight to Sydney
3 days stuck in Sydney Customs
1 day to nearest capital city
1 day to nearest local mail center
1 day to final destination in remote area.

-- That still only nine days, worst case scenario. 7 days to the capital cities, 6 days if the hongkong stopover is for refueling only, 5 days if it leaves UK the same day as posted.

Things really don't add up too well do they. - And then there's your customer with the 4 week delay - My guess here is that it ended up going by boat, or someone/something messed up and the parcel is currently sitting in Austria.

Q. Have you ever had anything delivered from Australia? Does it still take the 10-14day minimum? or is this just a one way delay?

Cheers
RodG