- Danielle Wightman-Stone |
The UK click and collect market is set to rise by 48.5 percent over the next five years to reach 9.8 billion pounds by 2023, according to new research from GlobalData.
In the report ‘Click and Collection in the UK 2018-2023,’ GlobalData reveals that the growth will slow as the fulfilment method matures and services offered by retailers are optimised, as well the closure of many high street stores.
It also notes that the clothing and footwear sector is by far the largest within the click and collect channel, accounting for 59.9 percent of spend in 2018.
However, while click and collection is popular, customer satisfaction is lower than that of home delivery, with only 79.9 percent of click and collect users satisfied with services in 2018, compared to home delivery, which stands at 89.5 percent.
GlobalData retail analyst Emily Salter, said in a statement: “Retailers continue to introduce measures to meet rising consumer expectations for home delivery, such as offering same day services – led by online pureplays such as Amazon and Asos.
“Next is one of the few multichannel retailers currently offering a click and collect proposition to rival the speed and cost of home delivery, through recently introducing free one hour collection in selected stores.”
Offering click and collect can drive footfall adds GlobalData, as it 2018 E-retail survey of 10,000 online shoppers found that 39.2 percent of customers bought an additional item while collecting their last order.
Salter added: “A number of factors will inhibit growth of the click and collect channel, including store closures. The growing number of retailers closing stores and implementing CVAs will reduce the availability of collection points, increasing usage of alternative delivery options.
“Additionally, delivery saver schemes encourage customers to predominantly use home delivery as express deliveries are included in the vast majority of schemes, driving up usage of express home delivery.”
Image: courtesy of Doddle, a click and collect service