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79% of UK shoppers believe Click & Collect needs improving

Image © Clix Technologies

A new survey has found while 69% of UK shoppers are using parcel collection services, 79% feel it’s time the experience evolves.

In fact, 82% have chosen home delivery over Click and Collect purchases over the past 12 months. Features of collection services that are putting shoppers off included poor store proximity (31%), queues (23%), inconvenient opening hours (14%), and shared screen technologies (7%).

The research – conducted by UK-based Clix Technologies – found 85% of respondents were receptive to using Click and Collect more if the experience was right. They wanted to be able to collect outside of normal store hours (25%) and would like to see dedicated store collection points (12%).

Matt Cater, co-founder of Clix Technologies, said: “It’s certainly positive to see new evidence that UK consumers are keen to embed Click + Collect into their shopping journeys, particularly as the model offers retailers so many benefits. When implemented well, retailers are seeing reduced costs, more efficient staff deployment, increased store footfall and better customer satisfaction.

“However, there is clearly room for improvement across the retail industry, and adoption rates could be far higher if shopper convenience was given more consideration.

“This new insight shows that while there is a healthy desire for improved Click + Collect journeys, only 11% currently choose the service at every opportunity, proving that there is remarkably high growth potential for those retailers ready and willing to embrace the clear appetite from consumers.

“Retailers must evaluate the overall experience of Click + Collect, accommodate today’s tech-savvy consumer expectations, and offer the fast, convenient, and seamless experience that consumers now expect.

“This can be achieved by implementing innovative and emerging technologies, such as frictionless mobile-first, cloud based systems, which eliminate the pain points of clunky, legacy Click + Collect experiences.”

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