According to the research, more than 70% of UK customers shop via a click and collect system, ordering products online and collecting them at a local branch or pre-agreed site. However, 15% of shoppers are neglecting to collect their products, with a third claiming that collecting their items was a difficult.
Other key findings:
a quarter of consumers said the waiting times at collection points were too long and the same amount said they needed more staff;
17% struggled to find the right desk to collect their products when looking in-store;
89% of merchants offering the service have seen footfall increase over the past two years and 97% have benefited from additional revenue;
39% of consumers said they would visit shops to collect their items more frequently if the process was improved.
Every day we send out a free e-mail with the most important headlines of the last 24 hours.
Subscribe now