Click-and-Collect Attractive to Consumers

Majority of consumers would elect to pick up online orders at a retail location to save delivery time or discounts.

September 01, 2015

PLEASANTON, Calif. – According to a study by Blackhawk Engagement Solutions, as reported by EMarketer, 86% of those who make online purchases said they would consider buying online and picking up in-store. This habit is known as “click and collect” in the United Kingdom, where it has seen wider adoption than stateside.

According to the referenced study, almost four in five respondents (78%) said they would consider buying digitally and picking up in-store if it meant they could receive an item three days earlier. And nearly half (45%) said that they had had purchased an item online and picked it up in-store in the past six months. When offered a financial incentive to do so, 86% said they would utilize click and collect in order to save $10 on a $50 purchase.

The report noted that this model may offer significant perks for retailers, too. Not only does it reduce shipping costs, it also gets customers in-store, where they’re likely to purchase more. Chitra Balasubramanian, head of business analytics for RetailNext, concurs, saying, “Shoppers who buy online and pick up in-store end up spending a lot more once they get to the store.”

Other recent studies suggest usage is rising, including an April 2015 study by KPMG and The Consumer Goods Forum, finding that 59% of retailers worldwide said that buy online/pick up in-store was the most-used shopping/delivery options they offered. And a March 2015 study by Forrester Consulting showed that fraud management professionals worldwide, when asked about the types of omnichannel shopping options offered by retailers, cited buy online, pick up in-store as the number-one response.

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