Market Research Shows Four Fifths of Consumers Have Used Reserve-and-Collect in the Past

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30th August 2013 10:03 - Retail

The Multichannel Retail Survey, conducted using the Toluna survey tool, found that almost two thirds (63%) of consumers have bought products online before collecting them in-store in the last twelve months, while a tenth (16%) used reserve-and-collect at least once a month.

Overall around a fifth (22%) of consumers said they have never used the service, a slight increase from 2012 when the figure stood at 20%.

The data shows that, among respondents, half (50%) had abandoned a purchase online due to unsatisfactory delivery options.

Successful examples of click-and-collect services include: Halfords, over four fifths (86%) of all sales are for in-store collection; New Look’s recently expanded click-and-collect service was credited as a key reason for its 79% jump in Q2 online sales; and Argos who are the UK’s third most successful ecommerce site achieves two fifths (42%) of its total sales online, whilst the ‘check and reserve’ service accounted for three tenths (31%) of total online sales in Q4 2012.

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