Click and collect is a ‘must have’ option for online retailers to maximise their potential at peak, IMRG finds


Released today, a new report from IMRG, commissioned by CollectPlus, predicts that click and collect options – in-store, parcel store and lockers – will continue to increase in popularity at a growth rate of 20% per year.

The IMRG CollectPlus UK Click & Collect Review 2015 is designed to be the most definitive review on this subject in the UK. Drawing upon a wide range of industry and consumer research it advises that click and collect is now a ‘must have’ delivery option for UK retailers. The report is designed to provide retailers with the information and insight they need to ensure they are capitalising on the growing popularity of click and collect amongst online shoppers, giving them the tools they need to introduce new click & collect options in time for the peak trading period in the fourth quarter.

Key findings from the review include;

  • The clear and developing evidence that ‘mobile’ shoppers are primary click & collect shoppers so the propensity to shop online using a mobile device is a clear future indicator towards the use of click & collect
  • The importance of click & collect for returns, not only making sure that customers find it easy to make returns but also ensuring these can be swiftly processed through the supply chain with appropriate tracking and visibility and to raise credits or refunds as quickly as possible

With regards to third party parcel stores, such as CollectPlus and alternative locker solutions, the review expects to see an increase in awareness and use of these as retailers expand their click & collect reach and consumers become more aware of the services available. This awareness will develop through retailer recommendation and promotion and the use of third party locations by customers when returning unwanted items and sending parcels in their own right.

Looking to the future of click and collect services, new innovations such as 3D printing and drone delivery have the potential to work alongside click and collect to provide increasingly flexible supply chains and delivery options.