It’s Friday again, so here is a collection of statistics for you to enjoy.

This week it includes click-and-collect, live chat, online travel bookings, mobile privacy, Facebook ads, and ecommerce this Christmas.

And for more digital marketing stats, check out our Internet Statistics Compendium.

19% of multichannel sales come through click-and-collect

  • New research shows that one-in-five (19%) multichannel sales now comes from click-and-collect, up from 13% in the same period in 2012.
  • The figures are taken from IMRG/Capgemini sales data in Q3 2013 and show the importance of offering a click-and-collect service in the run up to Christmas.

Consumers prefer live chat for customer service

  • Live chat has the highest satisfaction levels for any customer service channel, with 73%, compared with 61% for email and 44% for phone. 
  • The stats come from eDigital’s Customer Service Benchmark which surveyed 2,000 consumers on their experiences of various customer service channels. 
  • There are only a smaller number of customers using this method (just 24% said they have used live chat in the past year), 73% of those that have are pretty happy with their experience. 

Satisfaction with different customer service channels

113m visits to online retail sites predicted for Cyber Monday

  • Visits to UK retail websites are expected to reach 113m on Monday 2 December – known as the UK’s Cyber Monday.
  • Experian Hitwise has predicted that this December 400m hours will be spent shopping online by the UK internet population, a 7.5% year-on-year increase on December 2012 (372m hours)
  • The average consumer will spend 8 hours browsing, researching and buying Christmas presents online this December again a 7.5% year-on-year increase.
  • 3bn visits will go to online retail websites in December 2013, representing 7% growth year-on-year – and the first time the UK will have reached this benchmark. 

Consumers can save £30 a night on hotels by booking via online travel agents 

  • Consumers can save an average of £30 a night by booking hotels through an online travel agent rather than directly through the hotel, according to research carried out by
  • analysed a random sample of 100 three to five star hotels across the UK, Europe and the rest of the world, looking at the cost of booking a one-night stay on Saturday 7 December 2013.
  • The results revealed that consumers could make an average saving of 15% by booking through online travel agents such as,, and 
  • And of the 100 hotels sampled in the survey, the online price was cheaper than the direct booking price 71% of the time. Only one hotel offered a cheaper rate by going direct. 

Tablets double share of ad impressions and iPads surge ahead

  • Data from Q3 2013 released by Adfonic has shown that tablets have doubled their share of mobile ad impressions over the past year, and that within the tablet format, Apple’s iPad in particular gained share.
  • Tablets’ share of overall impressions grew from 14% in Q4 2012 to 28% in Q3 2013, while the iPad’s share of tablet impressions grew from 58% to 76% over the same period. This indicates growing iPad dominance within a growing format.
  • Adfonic also found that Apple increased its dominance over other manufacturers, with 41% share of mobile ad impressions in Q4 2012 growing to 63% in Q3 2013.

UK online retailers could lose £8.3bn in sales in 2013 due to slow websites

  • Websites that are slow to load pages will cost UK online retail £8.5bn in 2013, according to new research by Summit.
  • Looking at 230 of the leading retailers trading online shows that over 92% are failing to meet the industry’s three second page load benchmark, while some are running as high as eight seconds or more. For a retailer turning over £10m online, that means lost revenue of as much as £1m.
  • Average load times for all retailers across all pages were 4.11 seconds for the homepage, 4.08 seconds for site search, 4.25 seconds for category pages and 5.20 seconds for product pages.

Consumers concerned over mobile privacy

  • An IAB survey of 2,000 UK smartphone owners has found that nearly half (46%) of respondents feel concerned about their privacy when using the internet on their mobile phone.
  • However, the survey revealed that privacy concerns around advertising were secondary to concerns over companies having access to the content of personal text messages and financial information.
  • When asked, over half (54%) claimed to have taken steps to protect their personal data on their mobile phone. Measures such as deleting text messages (50%) and browser history (45%) are much more commonplace than those related to advertising – such as opting out of sharing data with 3rd party companies (23%) or opting out of tailored marketing messages (29%).

Ecommerce set to trump the high street this Christmas

  • According to a survey of 2025 people from ICM Research, more presents will be bought online than in stores this year, with online scooping more than half of anticipated gift spend (55%).  
  • There are some differences by age group, with 25-54 year olds doing more of their shopping via the web than in stores. In fact only the 65+ age group will do more of their shopping in stores, and even for this group the figures are close: 48% of their expenditure on presents will be online, and 53% in shops.

Study shows that Facebook ads can boost paid search

  • Facebook advertising can help increase the impact of paid search campaigns by up to 30% according to new research from Kenshoo.
  • The study, which analysed recent paid search results for a leading retailer with more than 2,500 stores in the US, found that the combination of channels drove a 24% higher average value order and 7% higher CTR.

Digital predicted to lead UK ad recovery

  • UK advertising expenditure is forecast to rise 7% in 2013 according to new data from GroupM, twice as fast as its earlier projection in May.
  • Adspend for 2014 is anticipated to rise 6%, taking it to a total of £14.8bn, though that’s probably not very accurate based on GroupM’s previous success with predictions.
  • Digital spending is set to continue to increase its share of measured ad investment and would reach 44% in 2013, up from 40% a year earlier. Overall digital was forecast to rise 17% to £6.1bn.