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Reserve-and-collect services are becoming ever more important for ecommerce retailers as consumers increasingly expect to be able to pick up their purchases when and where they choose.

In the past few weeks Asda has said it is looking to expand it click-and-collect service by installing collection points in new locations, which may include petrol forecourts, tube stations and university campuses.

Similarly Selfridges has opened a new drive-thru collection point on London’s Oxford Street, while a new service called StreetHub has launched with a view to helping small, independent retailers tap into the click-and-collect trend.

With this in mind, I thought it would be useful to round up some stats which show just why retailers are so keen to provide new delivery services to their customers.

And for more information on this topic, check out our blog posts looking at 10 ways to improve the click and collect customer experience...

79% of consumers have used click-and-collect in the past year

Do you reserve products online before collecting them in store? How often?

Halfords scores 86% of sales through click-and-collect

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

40% of consumers used click-and-collect before Christmas 2012

  • Econsultancy’s Christmas 2012 Online Shopping Survey found that 40% of UK shoppers used click-and-collect over Christmas.
  • However in the US the figure was much lower at just 17% of consumers.
  • Even so, it’s likely that the number of consumers using a click-and-collect service will have increased slightly this year as the service is slowly becoming more popular among consumers.

Did you reserve any items online for in-store collection this Christmas? (1,000 UK and 1,000 US respondents)

  • The survey also highlighted the importance of offering a range of delivery options online, as a quarter of respondents (24%) said they would avoid making a purchase if the delivery options didn’t suit them.

Did you avoid making an online purchase due to a lack of convenient delivery options? (1,000 UK respondents)

The French click-and-collect their groceries

  • One-fifth (20%) of French consumers have used a drive-thru collection for groceries ordered online.
  • Leclerc, the market leader with 352 ‘Drives’ saw first-half sales in that segment jump 68% to €720m, compared with overall French sales growth of 4.7% to €15.9bn.
  • The retailer estimates that its drive-thrus poach a quarter of their sales from its own stores, but the rest comes from its competitor’s stores.

Tesco planning to expand its service

  • Ecommerce accounted for around 5% of Tesco’s sales in 2012/13. Of this total, two-thirds of non-food online orders were collected at one of its 1,500 collection points.
  • However food items are still mostly delivered to the customer’s home.

Argos achieves 42% of online sales through click-and-collect

  • Argos is the UK’s third most successful ecommerce retailer and achieves 42% of total sales online. The retailer’s ‘check and reserve’ service accounted for 31% of total online sales in Q4 2012.

Selfridges has high hopes for click-and-collect

  • Selfridges launched a click-and-collect service in May this year and also opened a drive-thru service at its London Oxford Street store this month.
  • It expects click-and-collect to account for at least 25% of all online orders.
David Moth

Published 18 November, 2013 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

1679 more posts from this author

Comments (8)

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Stuart McMillan

Stuart McMillan, Deputy Head of Ecommerce at Schuh

Great article David!

Click and Collect is hugely important to our customer proposition at Schuh, customer uptake is very good (but nowhere near Halfords levels).

We allow you to reserve store stock and it'll typically be ready in less than 30 mins, you could also buy it and it'll be ready within the hour (takes longer due to fraud check). If the stock isn't in store, it'll be there the next day or the day after at the latest.

An interesting aside is the massive increase in uptake just before Christmas, as the delivery cutoff date approaches, we see 300%+ increase in collect from store. We'll change on-site message to support it more at this time.

almost 3 years ago

David Moth

David Moth, Editor & Head of Social at EconsultancyStaff

Thanks Stuart, it's interesting to get your take on it. No surprise to see the increase in uptake as the Christmas panic sets in!

almost 3 years ago

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Sean Owens

Click and collect is hugely successful in operations where we have installed it in large hardware DIY chains.

We have cut out the online payment completely and made it a one click reserve. Makes it easier for the customer to reserve and cuts out the element of online fraud.

almost 3 years ago

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Mark Bolitho, New Business Director - Ecommerce at more2

@Stuart: For me it's that 30 minute time scale that really makes this an exiting area.

Order something via mobile when one's out and collect on the way home - brilliant.

@David: nice post, thanks.

Mark.

almost 3 years ago

Stuart McMillan

Stuart McMillan, Deputy Head of Ecommerce at Schuh

@Sean, we do both, as some customers (given our uptake) like the certainty of having it paid for. Fraud is definitely an issue, hence why we take slightly longer for payment. Fraud seems to be a much higher risk for any fast services.

Considering we offer both reserve and pay, and customers are choosing to pay, I think it's the right choice for businesses. Who wouldn't like the money up front!

almost 3 years ago

Pete Williams

Pete Williams, Managing Director at Gibe Digital

is anyone doing click and collect via dealer networks?

For the smaller manufacturers who rely on networks rather than their own stores this is the next step.

Biggest issue is knowing which dealer has what product in stock and if a product needs sent out in order to be fulfilled.

almost 3 years ago

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Carolyn

The biggest surprise is that retailers didn't get on to this earlier. People love buying online but having to wait in for the postman is archaic (sorry to those who've bought Royal Mail shares).

I love the Amazon lockers in supermarkets - now that's genius.

Also Mothercare's click and collect is worth a mention - if only because you don't have to drag the children around the store, just pick up your order.

almost 3 years ago

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Lukas Minder

Hi everybody

I'm interested if there is some data or stats which show how many of the click&collect customers purchase additional items instore.

For me, next to the customer's convenience, this is the most interesting impact of click&collect.

Regards
Lukas

almost 3 years ago

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