Retailers must invest in Click and Collect partnerships

Nine in ten UK retailers are planning to invest in Click and Collect services over the next five years with the market set to be worth almost £10 billion by 2023, according to research from Barclaycard.

The company surveyed 250 UK retailers with 50+ employees and an online presence. Consumer research was also carried out, involving 2,000 people. 87% of retailers said Click and Collect was their fastest growing delivery option, with seven in ten shoppers now choosing to pick up online orders in-store. 85% buy additional items in-store when using the service, while 77% of retailers report reduced return volumes.

Challenges remain, however. 60% of Brits want businesses to team up so that they can collect purchases in more locations. 29% already pick up items ordered online at local shops or lockers, and 68% of retailers expect demand for this to increase in the next year. Yet only 17% have started offering third-party collection services.

“Not only does Click and Collect offer merchants the opportunity to increase sales, our research shows it can improve the overall customer experience as a complement to online shopping, while reducing return volumes too,” says Kirsty Morris, Director, Barclaycard Payment Solutions.

“With the retail sector facing unprecedented challenges, investing in Click and Collect partnerships should be part of a long-term strategy for retailers to encourage shoppers into stores and respond to the changing shape of the nation’s high streets.”