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Click-and-collect has proven to be a popular service among shoppers, with UK retailer Argos revealing that its ‘check and reserve’ service accounted for 31% of total online sales in Q4 2012. 

Similarly, Halfords introduced click-and-collect three years ago and now 86% of all its sales are for in-store collection.

The main benefit is the added convenience of being able to choose when and where to collect your purchases, rather than wasting time searching different stores for items that may or may not be in stock.

A new Econsultancy survey into Christmas shopping habits found that 45% of online consumers used reserve and collect over the Christmas period, which underlines the fact that retailers need to cater to customer demand for convenient delivery services.

The results show that click and collect is far more popular in the UK than in the US, as just 20% of consumers across the pond used the service over Christmas.

For more information on this topic, check out our blog post on 15 stats that show why click-and-collect is so important for retailers.

Did you reserve any items online for in-store collection?

The Christmas 2013 Online Shopping Survey Report, free to registered users, is based on an online survey of 1,000 consumers in the UK and another 1,000 in the US, carried out using Toluna QuickSurveys, in January 2013.

It is the second year in a row that we have run the survey, with the results showing that US and UK consumers were more likely to use click-and-collect in 2013 than they were the previous year, though both nations showed only a slight upward trend.

In the UK there was a 5% increase in the proportion of consumers who reserved items online for in-store collection, while in the US the increase was just 3%.

Did you reserve any items online for in-store collection?

The research shows that retailers could be losing out on sales if they fail to offer a range of delivery options. This ties into the previous question about click-and-collect services, as customers increasingly expect to be able to choose when and where they receive their goods.

Around a quarter of respondents (29% UK vs. 25% US) stated that they avoided making an online purchase over the Christmas period due to a lack of acceptable options.

Separate data published on the Econsultancy blog shows that problems with delivery options and costs are among the most common causes of basket abandonment.

A previous survey conducted by Econsultancy, using TolunaQuick, found that 74% of shoppers would abandon a purchase due to high delivery charges.

David Moth

Published 13 February, 2014 by David Moth @ Econsultancy

David Moth is Editor and Head of Social at Econsultancy. You can follow him on Twitter or connect via Google+ and LinkedIn

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