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Nearly seven in ten customers have used click and collect


Following last week’s news that click and collect expenditure is expected to grow by nearly two-thirds (64%) between now and 2021, according to new figures from Verdict Retail, comes another survey that suggests that nearly three-quarters (69%) of customers have used such services.
The study showed that they had used either click and collect or click and reserve services in their shopping process, with 92% saying that they would likely repeat the experience again.

However, the survey also showed that more than 90% of sales are still generated in store.

Naturally such services see even more of an uplift in the Christmas peak as shoppers look for speed and convenience, avoiding delivery charges and the time spent in crowded Christmas shops.

Jeremie Herscovic, CEO of SoCloz, the company that carried out the research, said: “The vast majority of retailers now see services such as Click and Collect and Click and Reserve as a means of bridging the gap between online and offline. These solutions are being adopted by a wide range of retail businesses in response to the growing consumer demand for greater convenience and flexibility,” he said.

However he said retailers were embracing other services too. “A growing number of retailers are also offering Express Click & Collect, where the product is made available in store within two hours of placing an order. As today’s consumers are looking for a level of service and shopping experience comparable to the web, it’s become more urgent than ever for retailers to equip themselves with the tools that can match the convenience of online shopping,” he said.

Image credit: Fotolia

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