Shoppers happy to click and collect
A new study has found that nearly all online shoppers who have used click and collect services in the past were happy with their experience and would recommend the delivery method to friends and family.
The latest eCustomerServiceIndex results from eDigitalResearch and IMRG show that 75% of the 2,000 online consumers surveyed said they were “very satisfied” with their current click and collect services. The results also reveal that 73% of online shoppers have used click and collect in the past, with another 10% intending to do so in the near future.
The research found that price and convenience were the key drivers behind consumers opting for click and collect. Almost two thirds of respondents said they used the service as it offered free delivery, while 42% believed that collecting in store was more convenient than collecting from their local post office or collection centre. Meanwhile, some 33% claimed their package arrived faster by using click and collect and a further 32% said they were planning on visiting the store anyway.
However, while satisfaction with click and collect was found to be high, almost half of the 2,000 consumer surveyed said that a dedicated in store collection point would make click and collect deliveries more convenient for them. In addition, one in five said they would like the ability to specify a collection time.
Derek Eccleston, commercial director at eDigitalResearch, said: “Click and collect services are growing – as demonstrated by our latest research results. However, while satisfaction is currently high, there is always room for improvement in today’s world of changing consumer behaviour and instant gratification. Experience and effort are everything these days to consumers and delivery is a key part of the customer journey where retailers can really differentiate themselves from the rest of the competition.”
