Click & collect services will continue to increase in popularity at a growth rate of 20% per year, according to a new report from IMRG, the UK’s industry association for online retail.
The report, commissioned by CollectPlus, explains that there is “clear and developing evidence” that mobile shoppers are primary click & collect shoppers, and so the propensity to shop online using a mobile device is a “clear future indicator” towards the use of click & collect.
It also highlights the importance of click & collect returns, not only making sure that customers find it easy to make returns, but also ensuring that these can be swiftly process through the supply chain.
With regards to third party parcel stores, such as CollectPlus and alternative locker solutions, the review expects to see an increase in awareness and use of these as retailers expand their click & collect reach and consumers become more aware of the services available.
Looking to the future of click & collect services, new innovations such as 3D printing and drone delivery have the potential to work alongside click & collect to provide increasingly flexible supply chains and delivery options, the review states.
IMRG head of e-logistics and author of the report Andrew Starkey commented: “This report outlines just how important click & collect has become. Improving customer experience is a focus for many retailers and the convenience with which customers can receive their orders has become a key differentiator – and click & collect is arguably becoming an expectation in terms of delivery options.
“For retailers that do not yet offer click & collect, the report provides an overview of why they should invest in it and looks at the different options that are available, as each retailer will have different requirements.”