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Click and collect sales set to grow by 55.6% by 2022

30-Jan-2018

This article was originally published by Liz Morrell on eDelivery.net

Growing by 55.6% over the next five years the click and collect market is expected to be worth £9.6 billion by 2022, according to a report commissioned by GlobalData.

The company’s latest report says that the delivery method will account for 13.9% of total online spend in 2022 with much of the growth driven by clothing and footwear which in itself will account for 61.2% of online spend.

“Retailers must ensure that their click & collect propositions are competitive in terms of price and/or threshold as well as speed of delivery into stores. This will help to drive footfall into stores and encourage additional spend at the retailer,”

However satisfaction remains a key bugbear. GlobalData’s report also states that click & collect user satisfaction fell 11.2 percentage points from 89.6% in 2016 to 78.4% in 2017. “Retailers which do offer click & collect must invest in their service to reduce pain points in the customer journey, such as long queue times. John Lewis and Zara are examples of two retailers that are trying to improve the process through the use of technology. Not only will these retailers be able to reduce queues within stores, but this will also help to free up valuable staff.”

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