Click & Collect space set for challenging times
The UK Click & Collect market is set to rise 45.8% over the next five years, hitting £9.8 billion by 2023, according to GlobalData. Growth, however, will slow as the space matures and services offered by retailers are optimised. And customer satisfaction is lagging behind home delivery. Emily Salter, Retail Analyst for GlobalData, comments: “Although 79.9% of Click & Collect users were satisfied with services in 2018, this is significantly lower than for home delivery, which stands at 89.5%.”
“Retailers continue to introduce measures to meet rising consumer expectations for home delivery, such as offering same day services – led by pureplays such as Amazon and Asos. Next is one of the few multi-channel retailers currently offering a Click & Collect proposition to rival the speed and cost of home delivery, through recently introducing free one hour collection in selected stores.”
A number of factors will negatively impact this channel. The growing number of retailers closing stores and implementing CVAs will reduce the availability of collection points, increasing usage of alternative options. Additionally, many customers are opting for home delivery as express deliveries are included in the vast majority of schemes.