UK retailers risk putting customers off click and collect this Christmas

UK retailers risk putting customers off click and collect this Christmas

Here at SwipBox we’ve been doing some research on consumer perceptions of click and collect in the UK in the run up to Christmas.

Given that almost a quarter of goods purchased online are now delivered through click and collect, we thought it would be worth finding out what shoppers think of it!

We’ve found that almost half of online shoppers (42%) fear they will be kept waiting to pick up goods at tills and collection points in stores this Christmas.

More than a quarter (26%) are already frustrated by the time it takes customer service assistants to retrieve their order and one in ten would like to collect their order without the need for shop staff.

These findings suggest that UK retailers risk putting shoppers off click and collect in favour of traditional home delivery.

A third of consumers (31%) say they are more likely to get their shopping delivered to their home this Christmas compared to the same time last year, but only one in five (18%) are more likely to collect from a retailer’s local branch or a convenience store.

Home delivery seems to be the least-worst option, however, as half of online shoppers (47%) are annoyed at the hassle of rearranging a delivery or organising a collection if they miss their parcel.

It’s our view that UK retailers will miss a vital window of opportunity this Christmas if they don’t urgently address consumers’ concerns with the current click and collect services on offer.

In today’s competitive world of e-commerce, the delivery experience must be aligned with the ease of online shopping, in order to sustain customer loyalty.

Our solution to UK retailers is our self-service lockers. They can be easily installed in retailers’ shops, and they are convenient, secure and fast for the customer.

In fact, our research revealed that almost a third of online shoppers (28%) are more likely to shop with a retailer if they offer a self-service locker in addition to their current click and collect services in-store.

Not only will our lockers help to attract and retain customers, they are also cost-effective for retailers because they free staff from manually handing out orders. Instead, their staff can spend more time with shoppers who want their help, which will lead to higher sales in shops.

In just four years, we have forged a successful partnership with Denmark’s biggest retailer – Dansk Supermarked – and have already expanded into ten more countries across Europe.

That reason that we have achieved such success is that SwipBox delivers for consumers and retailers.

We are now looking to grow in the UK and we’re hugely excited about future partnerships with retailers.

If you’d like to speak to one of our team, email:

Mr. Henrik Gedde Moos
Chief Business Dev. Officer