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Shoppers want retailers to come together for Click & Collect

Lauretta Roberts
16 October 2019

Online shoppers would like retailers to partner on Click & Collect in order that they can pick up their orders from more locations, new research says.

Barclaycard surveyed 2,000 consumers of which 60% said they would value more pick-up locations. Offering the opportunity for customers to collect parcels from other retailers could also be highly beneficial since more than eight in 10 shoppers say they buy extra items in store when collecting their parcels.

The UK Click & Collect market is set to grow 45% to be worth almost £10bn by 2023, according to GlobalData. Barclaycard also interviewed retailers as part of its study and nine in 10 of them say they intend to invest in the service over the next five years.

Of those who already offer Click & Collect, a third say they have seen in-store sales increase as a result, while 77% say the service reduces returns.

Click & Collect's popularity has risen due to the inconvenience of delivery times. Some 42% of shoppers say they rely on Click & Collect services because they are out during the day, and a further 15% select this option because they cannot have deliveries sent to work.

With high street store closures, shoppers are keen to see more locations for pick-up offered to them, but at present less than one in five retailers (17%) have started offering third-party collection services that allow shoppers to pick up purchases from other locations, such as local corner shops or lockers.

Kirsty Morris, Director, Barclaycard Payment Solutions, said: “Not only does Click & Collect offer merchants the opportunity to increase sales, our research shows it can improve the overall customer experience as a complement to online shopping, while reducing return volumes too.

“With the retail sector facing unprecedented challenges, investing in Click & Collect partnerships should be part of a long-term strategy for retailers to encourage shoppers into stores and respond to the changing shape of the nation’s high streets.”

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