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Click-and-collect is too much hassle for shoppers as new study finds one in seven items are not collected

Click-and-collect is too much hassle for shoppers as new study finds one in seven items are not collected

Among those who decided to leave their items, a quarter were put off by long waits and 15% were annoyed at having to pay a fee for the service. Nearly two in five shoppers said they would visit shops more often if click-and-collect was improved. Experts said that could provide a vital boost to a

Among those who decided to leave their items, a quarter were put off by long waits and 15% were annoyed at having to pay a fee for the service.

Nearly two in five shoppers said they would visit shops more often if click-and-collect was improved.

Experts said that could provide a vital boost to a high street shops struggling to cope with rising taxes, the economic downturn and the continued march of online-only rivals such as Amazon.

Kirsty Morris, director at Barclaycard Payment Solutions, said: “Brands have the opportunity to not only increase the number of shoppers through their doors but also to reduce costs and returns, while generating revenue from ‘Click & Collectors’ purchasing additional items in-store.

“Enhancing the Click & Collect experience is a potentially lucrative way for retailers to ward off the unprecedented challenges of the high street and bridge the gap between online and in-store shopping.”

Patrick O’Brien, a retail analyst at GlobalData, said click-and-collect is expected to grow by 9% to £7.3bn this year and to £10bn by 2024.

He said: “For shoppers it’s about convenience, go in very quickly and leave the store. 

“There’s a lot of talk about driving footfall [the number of people visiting shops] but it doesn’t always work for retailers.” 





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