Holiday shoppers prefer delivery or click+collect
Half of UK shoppers said they would do most of their holiday season's shopping online either for delivery or for click-and-collect, compared to just over one-fifth (21%) who were expecting to mostly shop in-store, according to a survey of 1,000 UK consumers by customer connections firm Quadient.
The survey, which examined shopping intentions and parcel delivery challenges, also found that shopping online doesn't guarantee consumers a hassle-free experience, with more than a third (34%) of Britons expect to miss a delivery to home or work that will require re-delivery attempts or a depot collection.
The survey highlights the need for convenient online delivery solutions that fit with today's consumer lifestyle. Key findings included that:
"Although a large amount of this year's consumer spend has taken place online, the 'last mile' delivery - the process of getting goods to customers - is still proving to be an issue," said Bren Standell, commercial director parcel lockers division UK/IRL at Quadient. "Throughout the past 18 months, consumers have dealt with a wide variety of problems, from missed parcel deliveries to stolen parcels."
According to Standell, "By offering a Click and Collect service, which utilises a parcel locker solution, retailers can drive footfall into shops, ensuring more people return to the high street. Parcel lockers enable consumers to collect their items conveniently - in less than seven seconds - providing them with more time to browse shops and make additional purchases. What's more, parcel lockers ensures customers receive their parcels in a safe and secure manner, meaning retailers can create a convenient shopping experience."
The survey also found that:
"In recent years, the popularity of Click and Collect services has increased significantly, as they ensure the collection experience is convenient and saves time, particularly when employing secure hubs" continued Standell. "When collecting their goods, customers want the experience to be efficient, simple and secure, irrespective of if they are collecting items in-store or from pick-up locations. Of course, this is equally important to retailers, who benefit from having to deliver to fewer locations, as they don't need to go to the individual homes of each consumer. This reduces the environmental damage caused by increased deliveries and subsequent failed deliveries, as well as cuts down the number of staff involved in the process."
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