43% of UK consumers plan to use click & collect* services this Christmas, as the demand for convenience continues to grow. Verdict forecasts that the click & collect market will reach £3.7bn this year, with £1.6bn spent in Q4 alone, as retailers invest in their services and shorten lead times in a bid to gain a competitive advantage over rivals.
Female shoppers will drive Christmas click & collect spending, with 47% planning to use such services, compared to 39% of males. Click & collect is also more popular among younger consumers: 51% of 25–34 year olds intend to use the service this Christmas, with many keen to take advantage of free services rather than paying for home delivery.
Click & collect presents a real opportunity for retailers to drive customer satisfaction but also sales, with 38% of shoppers making additional purchases when collecting orders instore. However, ensuring that the collection process runs smoothly is key – particular during peak Christmas trading.
“Retailers still haven’t quite worked out how to make the click & collect process seamless and quick – with many unprepared for the spike in online orders over Black Friday weekend, creating a logistical nightmare for some,” said Verdict analyst Kate Ormrod. “Investment in sufficient staff, adequate space both on the shopfloor and in the stock room, stock maintenance and logistics are all required to cope with the pressure – or risk facing the wrath of stressed out Christmas shoppers.”
*retail purchases where payment is made online and the goods are collected by the purchaser at that retailer’s (or sister retailer’s) physical locations
Source | Verdict Retail
