August 2013
Featured in this insight: Consumer goods & FMCG , Retail
Market research shows four fifths of consumers have used reserve-and-collect in the past: The Multichannel Retail Survey, conducted using the Toluna survey tool, found that almost two thirds (63%) of consumers have bought products online before collecting them in-store in the last twelve months, while a tenth (16%) used reserve-and-collect at least once a month.
Overall around a fifth (22%) of consumers said they have never used the service, a slight increase from 2012 when the figure stood at 20%.
The data shows that, among respondents, half (50%) had abandoned a purchase online due to unsatisfactory delivery options.
Successful examples of click-and-collect services include: Halfords, over four fifths (86%) of all sales are for in-store collection; New Look’s recently expanded click-and-collect service was credited as a key reason for its 79% jump in Q2 online sales; and Argos who are the UK’s third most successful e-commerce site achieves two fifths (42%) of its total sales online, whilst the ‘check and reserve’ service accounted for three tenths (31%) of total online sales in Q4 2012.
View more of our sector specific insights: Consumer goods & FMCG, Retail
