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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. This article is copyright 2021 The Best Customer Guide.

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:

  • On average, those surveyed shop online once a week, whilst over 1 in 20 (6%) say they shop online every day, compared to a quarter who say they do more than once a week
  • Over two thirds (67%) of online shoppers use Click and Collect services, up from 60% last year, with almost a third (32%) saying they do so once a month or more. Gen Z and millennials use Click and Collect services around once a week, while GenX uses it once every two weeks, highlighting the opportunity to retailers to provide efficient and attractive pick-up options at store, particularly those targeting younger shoppers
  • One quarter (25%) of Britons surveyed say that in the last 12 months, they have experienced instances of lost or stolen parcel deliveries. In the 2020 research, a fifth (20%) of Britons surveyed said that in the last 12 months, they have experienced instances of lost or stolen parcel deliveries, showing this issue has increased year-on-year

“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:

  • While in-store shopping remains popular, more shoppers said they shop online at least once a month this year (80%) compared to in 2020 (74%)
  • The three most cited reasons for doing most Black Friday and Christmas shopping online this year are
    it’s more convenient (43%), better prices/deals (37%) and to save time/avoid long queues (34%). Covid-19 restrictions are cited by only 22% of respondents, compared to 48% in 2020 when it was the biggest reason with convenience second (45%) and avoiding long queues third (33%). Last year, better prices/deals was only the fifth most cited reason at 30%

“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.”

Original Source – used with permission