Almost two-thirds of consumers (63%) have bought products online before collecting them in-store at least once in the past 12 months, while 16% use reserve-and-collect at least once a month.
Overall around a fifth (22%) of consumers said they have never used the service, which is actually a very slight increase compared to 2012 when the figure stood at 20%.
Even so, the data highlights the continuing importance of reserve-and-collect services for multichannel retailers as a sales tool. The Multichannel Retail Survey, conducted using the Toluna survey tool, also found that 50% of respondents had abandoned a purchase online due to unsatisfactory delivery options.
Reserve-and-collect essentially gives consumers peace of mind as they know that the product they need is already waiting for them in-store, so it means they won’t waste time or suffer the disappointment of finding that an item is out of stock.
Do you reserve products online before collecting them in store? How often?
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Click-and-collect services have proven to be a very successful sales channel for a number of high profile retailers, including these three…
Halfords introduced a click-and-collect service three years ago and now 86% of all its sales are for in-store collection.
It’s a free service and for large purchases like a bike, which may require some care and customisation advice from shop staff, you can see why people may want to collect their product in-store.
Also, although standard delivery is only £2.99 it costs £6.99 if you want a Saturday delivery slot.
New Look’s recently expanded click-and-collect service was credited as a key reason for its 79% jump in Q2 online sales.
It offers the service for free on orders of more than £19.99, which is far more appealing than paying £3.95 for standard delivery.
Argos is the UK’s third most successful ecommerce site and achieves 42% of total sales online. The retailer’s ‘check and reserve’ service accounted for 31% of total online sales in Q4 2012.