Data shows Click and Collect convenience is vital
Report highlights rising customer frustration with store collection service
A recently published report commissioned by JDA Software Group and Centiro and undertaken by YouGov questioned 2,000 UK consumers. It found that almost half had experienced problems with on-line orders in the past year.
The report stated that “47% of those who had used click & collect services in the past year had encountered issues that potentially damaged their customer experience, up from 32% last year – highlighting potential growing pains for retailers as they have attempted to scale their click & collect operations”
Focus has been on “Click” and not “Collect
The 2 most reported areas of customer frustration with store Click and Collect services were:
- Long waiting times because of lack of staff (32%)
- Store staff who were unable to locate items (30%)
The report also went on to state that “71% said they would be likely to switch to an alternative retailer because of one poor shopping experience”.
The winners in the “extremely competitive battleground” of on-line retailing will be those that are reliable and convenient rather than purely fast and cheap, new hard-hitting research on the shopping channel has concluded.
Click and Collect convenience is vital
Speaking about what the report showed was important to consumers, JDA retail strategy director Jason Shorrock said “Online retail continues to be an extremely competitive battleground. The winners will be those retailers that can offer a reliable and convenient fulfilment service to consumers, rather than simply focusing on speed and price”.
A link to the full article on TheGrocer can be found here
A simple way to continue the digital journey at store with the vital human touch
Commenting on the article, Craig Bloomfield a director at Collectec said “The store fulfilment space is the next retail battleground. Consumers want the whole Click and Collect process to be convenient for them and the physical collection at the store is vital to retailers keeping and growing Click and Collect customers”.
He went on to say, “Click and Collect convenience is vital, consumers are time poor busy people trying to manage their day’s effectively, they don’t have time to deal with missed home deliveries so they choose to Click & Collect. IF the convenience at store is not what they want/need on that day and they are left feeling frustrated at wasting time they will shop elsewhere”.
Click & Collect store management solutions from Collectec
Collectec help retailers offer on-line shoppers collecting at store the convenient, hassle free service they expect and deserve. Our smart devices, self-service kiosks and integrated Apps connect customers to staff quickly and without queues. We help retailers provide an efficient, consistent & fast collection service that attracts more customers.
To find out how Collectec can give your brand the competitive edge in Click & Collect please contact us here