Click & Collect solution business case - best resources

Writing a business case to deploy or enhance click & collect offerings in retail? We’ve assembled a collection of the top 8 resources and studies covering:

• customer surveys
• success stories
• sales metrics
• trends by geographic markets

1. Planet Retail: UK Click & Collect: Retail fad or future of the high street?

With over 15,000 consumers surveyed in 2014, the Planet Retail report is one of the most comprehensive studies in retail behaviour.  Highlights from report include:

• 76% of shoppers will use click & collect for retail purchases by 2017
• The number one barrier to online shopping was cost of delivery
• 1 in 4 online shoppers are deterred by inconvenient delivery times
• The authors also found that although there is a lot of talk about immediacy...“what customers want first and foremost is reliable delivery, rather than speed”

Source: http://www.planetretail.net/Reports/ReportDetails?catalogueID=61319

2. IMRG: UK Click & Collect Review

IMRG’s 2015 report includes a survey of consumer online order and delivery preferences. The report highlights consumer preferences which could bolster a click & collect business case such as:

• Over half of respondents said offering click & collect is the number one enhancement to making deliveries more convenient
• In the UK, in-store collection was the most popular option with 73% of respondents having used the service
• Click & collect represented approximately 18% of total gross revenue online orders

Source: http://reports.imrg.org/IMRCC+_C&C2015report

3. Deloitte: Click & Collect booms in Europe

Deloitte’s 2015 predictions paper covers a range of retail industry trends such as:

• Over 500,000 click & collect locations will be active in 2015
• Revenue from click & collect doubled between 2012 and 2014, reaching $8.7 billion
• Over 140 million click & collect orders were completed in 2014
• For major non-grocery retailers, click & collect can represent over half of online orders
• Deloitte expects that provisioning of click & collect will occur simply as a means to remain competitive in retail

Source: http://www2.deloitte.com/global/en/pages/technology-media-and-telecommunications/articles/tmt-pred-click-and-collect-in-europe.html

4. OC&C Strategy Consultants: Reinventing the last mile

This 2016 study covered 20 top retailers and surveyed over 1000 online retailers.  Findings included:

• six in ten shoppers abandon online baskets because of issues relating to the last mile
• variable costs to fulfil, click-and-collect costs retailers four times more than in-store purchases. Similarly, home delivery of small or large parcels can be anywhere between 5 and 23 times more expensive respectively than in-store purchases for retailers

Source: http://www.occstrategy.com/news-and-media/2016/03/reinventing-the-last-mile

5. Live & Breathe: The State of Retail 2016

Over 1,000 people were surveyed to gain perspective on retail trends for 2016. Notably, research found:

• More than a quarter said click & collect was making the high street a better place to shop and was judged to have had a greater impact than smartphones, tablets or smartwatches over the last year
• The number one area cited for improvement was queues being too long (30%)

Source:  http://www.liveandbreathe.com/1329-2/

6. Visual Thinking: From Click to Collect

A consumer oriented survey covering the 2015 Christmas shopping season with a focus on UK moms. Visual Thinking’s research indicated that:

• 23% of mums said they planned to use click & collect for over half of their Christmas shopping
• Fashion (28%)was the leading shopping category followed closely by toys (24%), Home goods (14%) and technology (10%)
• 43% of the those surveyed said they used click & collect to save on delivery fees
• ‘Time waited to collect items’ ranked bottom of the instore experience

Source: http://www.visualthinking.co.uk/about/latest-insight-click-and-collect

7. Statista: B2C E-Commerce

Statista completed a range of niche surveys on ecommerce trends in 2015.  Relevant metrics included:

• 82% of respondents aged between 55 and 64 years were not willing to pay for click & collect services
• Top reasons to use click & collect were:

1. To avoid home delivery charges (57%)
2. More convenient than home delivery (55%)
3. More confidence in receiving delivery (19%)

Source: http://www.statista.com/statistics/287548/cost-distribution-for-click-and-collect-among-multichannel-retailers-uk/

8. Econsultancy: 15 stats that show why click-and-collect is so important for retailers

This 2013 UK retailer survey found:

• 63% of customers bought products online before collecting them in-store at least once in the past 12 months
• 16% use reserve-and-collect at least once a month
• Argos achieves 42% of online sales through click-and-collect
• One-fifth (20%) of French consumers have used a drive-thru collection for groceries ordered online

Source: https://econsultancy.com/blog/63815-15-stats-that-show-why-click-and-collect-is-so-important-for-retailers/

Bonus resources

And finally, a collection of click & collect observations from mainstream media:

• Forbes: Click And Collect Holds Key For Omni-Channel Conversions
• The Telegraph: Click & Collect - the new way to go shopping
• The Guardian: Waiting for an online purchase? Now you can click and collect

Find out more about Localz Click & Collect solution here.