News

UK click and collect to grow 46% in 5 years despite customer hesitation

click and collect

The UK click and collect market will grow 46% over the next five years despite the satisfaction rates lagging those of home delivery, according to a new study.

The study by GlobalData projects that the overall market will hit £9.8 billion by 2023, before growth begins to slow.

A number of factors would impede the future growth of the market, including the closure of stores, reducing the availability of collection points.

In addition, the growing prominence of delivery save schemes would push customers towards home delivery as it is often included in these programmes.

The satisfaction rates for click and collect were still lower than for home delivery, at 80% compared to 90%.

Clothing and footwear was by far the biggest sector within click and collect, accounting for 59.9% of spending last year.

Emily Salter, Retail Analyst for GlobalData, said: “Retailers continue to introduce measures to meet rising consumer expectations for home delivery, such as offering same day services – led by online pureplays such as Amazon and ASOS.

Salter highlighted Next as “one of the few multichannel 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.”

The findings were based on GlobalData’s projections and a survey of 10,000 online shoppers.

In a recent interview, CollectPlus CEO Neil Ashworth told eDelivery that while home delivery will continue to take the lion’s share of fulfilment for some time, CollectPlus projects third party click and collect networks to grow much faster than either home delivery or retailers’ own click and collect options.

Image credit: Adobe Stock

Albert Heijn opens new home delivery fulfilment centre, shuts down click and collect points