Despite consumers’ clear desire for Click + Collect – a service designed to be faster, more convenient and more affordable than home delivery – research published today shows that UK consumers’ We found that 79% think the service needs improvement.
The research, conducted by UK-based Clix Technologies, showed that more than two-thirds (69%) of UK shoppers have integrated Click+Collect into their shopping journey. In 2023, this technology accounted for 12.9% of online spending.
The main attractions are convenience (24.9% use it to get items faster) and money-saving opportunities (28.9% use it to save on home delivery fees).
But behind these positive numbers lies a worrying trend for retailers. Research shows that 82% have chosen home delivery over Click + Collect purchases in the past 12 months.
Click + Collect features that turn shoppers away include proximity to stores (31%), lines (23%), inconvenient business hours (14%), and shared screen technology (7%) .
Overall, 85% of respondents would be more willing to shop if they could pick up their item outside of normal store hours (25%) and if they didn’t have to wait in line to pick it up (16%). I answered. were dedicated in-store collection points (12%).
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Matt Cater, co-founder of Clicks Technologies, commented: However, there is clearly room for improvement across the retail industry, and click + collect adoption rates could be much higher if more consideration was given to shopper convenience. ”
Retail giant Primark recently announced it would expand its click-and-collect trial beyond the UK to meet consumer demand.
