Click and Collect catches on but issues remain

72% of UK retailers see Click & Collect services as a solution to drive High Street footfall. At the same time, however, UK shoppers leave £228 million worth of items uncollected each year, according to Barclaycard research.

The company surveyed 250 UK retailers with 50+ employees and an online presence and 2,000 shoppers. One in three who have failed to pick up an item put it down to the Click & Collect process being a ‘hassle’, preferring to wait for a refund before re-ordering for home delivery. Other reasons include long wait times (25%), poorly staffed collection points (25%), struggling to find the designated Click & Collect area (17%), and having to pay for the service (15%).

On the plus side, 89% of merchants offering the service have seen footfall increase over the past two years and 97% have benefitted from additional revenue. 39% of Brits also say they would visit shops more often if the process was improved. The retailers surveyed also estimated that they could each save over £178,500 across delivery, packaging, returns and restocking costs, if more customers chose this option.

Kirsty Morris, Director, Barclaycard Payment Solutions, says: “Click & Collect is a win-win for both retailers and consumers. Brands have the opportunity to not only increase the number of shoppers through their doors but also to reduce costs and returns, while generating revenue from ‘Click & Collectors’ purchasing additional items in-store.”

“Enhancing the Click & Collect experience is a potentially lucrative way for retailers to ward off the unprecedented challenges of the High Street and bridge the gap between online and in-store shopping.”