UK consumers run into problems with click and collect
BII
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Click and collect is growing in popularity among UK consumers, allowing shoppers to make purchases online and pick up their items at a physical retail location when convenient.
54% of UK shoppers used a click and collect service within the past 12 months, up from 49% a year earlier, according to a report from JDA & Centiro. However, the fulfillment stage still needs polishing as consumers often run into snags when picking up their items.
35% of UK consumers have dealt with long wait times in the store.
32% have dealt with staff being unable to locate their items for pickup.
15% report that the items they ordered were out of stock at their preferred store.
As click and collect becomes more common, retailers will need to come up with new ways to increase efficiency. The main problem is that sales associates are trying to accommodate both click-and-collect and traditional customers. Moving forward, retailers adopting this in-store pick-up method should consider setting aside budgets and support dedicated to click and collect only.
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