Click & Collect in the UK | Verdict Channel Report

Understand how big the opportunity for click & collect is in the UK Find out which sectors are best suited to click & collect Find out the consumer drivers behind click & collect services Understand the customer decision journey of shoppers that use click & collect Includes demographics of click & collect shoppers

Scope

While the fastest growth in the market will be achieved by the food & grocery sector, clothing & footwear will continue to dominate. By 2019, we forecast that it will have increased its lead over the second-placed electricals sector by £1.4bn, due to the growing popularity of this fulfilment channel within this sector.

With almost half as many shoppers proportionally stating they made their last purchase impulsively, and a similar though less significant theme for purchases made after researching for less than 30 minutes, it is clear that click & collect shoppers are more considered in their purchasing decisions.

Reasons to buy

How fast will click & collect grow in the next five years

Which retail sectors are best suited to click & collect

Which retailers have been most successful in click & collect

Why do consumers choose click & collect over other fulfilment options

What is the demographic profile of click & collect shoppers

Table of Contents

1 Overview

2 KeyFindings

2.1 68% of online shoppers have used click & collect

2.2 Click & collect to outperform the overall online market to 2020

2.3 Furniture & floorcoverings forecast to achieve fastest growth to 2020

2.4 Clothing & footwear will take a larger proportion of the click & collect market to 2020

2.5 Mature shoppers embracing click & collect

3 Market Summary andForecast

3.1 Market size

3.1.1 Click & collect to outperform the overall online market to 2020

3.1.2 Clothing & footwear will take a larger proportion of the click & collect market to 2020

3.1.3 Cost benefits ensure larger orders continue to dominate click & collect

3.2 Click & collect penetration

3.2.1 More shoppers using click & collect than ever before

3.2.2 Reserve & collect still has a wider reach among shoppers

3.2.3 A third of click & collect shoppers make additional purchases when collecting goods

3.3 Click & collect demographics

3.3.1 Gender gap widens

3.3.2 Penetration remains highest amongst 25–44 year olds

3.3.3 Mature shoppers embracing click & collect

3.4 Reasons for using click & collect

3.4.1 Avoiding delivery costs is the most important reason for click & collect adoption

3.4.2 Shoppers use click & collect to secure stock

3.4.3 Instore collection speed is crucial

4 Trends

4.1 Is free click & collect unsustainable?

4.1.1 John Lewis steps back from free click & collect offer

4.2 Same day click & collect services to become more common

4.2.1 Shopper demand for same day click & collect…

4.2.2 …but shoppers are not prepared to pay more for it

4.3 Click & collect in clothing & footwear

4.3.1 Clothing & footwear to dominate the click & collect market

4.3.2 Click & collect clothing & footwear market to double by 2020

4.3.3 Clothing & footwear shoppers’ preferred delivery methods

4.3.4 Clothing & footwear shoppers’ click & collect preferences

4.3.5 Females more prone to browsing when collecting orders

4.3.6 Clothing & footwear shopper collection preferences

4.3.7 Department stores and Next are best in class

5 Click & Collect DecisionJourney

5.1 Convenience drives click & collect use

5.2 Click & collect often more convenient than home delivery

5.3 Click & collect shoppers act less impulsively

5.3.1 Click & collect shoppers embracing spending via mobile devices

5.3.2 Click & collect shoppers more likely to purchase on-the-go

5.3.3 80% of shoppers make specific journeys to collect online orders

5.4 Click & collect cannibalises both instore and online for home delivery

6 RetailerPerformance

6.1 Argos

Mostly males using click & collect at Argos – in contrast to UK click & collect shopper profile 47

Argos click & collect service underperforms 47

6.2 John Lewis

6.3 Marks & Spencer

6.4 Next

6.5 Retailer rankings

7 Sector Analysis

7.1 Books

7.2 Clothing & footwear

7.2.1 Click & collect will represent over one quarter of all expenditure in next two years

7.2.2 Click & collect drives spend per head

7.3 DIY & gardening

7.3.1 Click & collect accounts for an increasing proportion of the sector…

7.3.2 …though DIY & gardening will decline as a proportion of total click & collect

7.4 Electricals

7.4.1 Click & collect is now a basic expectation

7.5 Furniture & floorcoverings

7.5.1 The launch of smaller format IKEA stores will be a boon for the market

7.6 Food & grocery

7.6.1 Food share of click & collect will decline

7.7 Health & beauty

7.7.1 Click & collect uptake will remain below

10.0%

7.7.2 Marketing the benefits of click & collect is vital to drive store footfall

7.8 Homewares

7.8.1 Click & collect growth driven by convenience

7.9 Music & film

7.9.1 Click & collect is a tiny element of music & film online

8 Methodology

8.1 Retail sales forecasting

9 Appendix

9.1 About Verdict Retail

9.2 Disclaimer

List of Tables

Table 1: Click & collect market, 2014–20e

Table 2: Click & collect market size (£m) and growth rates (%) by sector, 2015e and 2020e

Table 3: : Click & collect expenditure by sector and parcel size (£), 2015e and 2020e

Table 4: 10 Rows, 4 Columns

Table 5: Delivery charges and timeframes for top 10 click & collect retailers, September 2015

Table 6: : Click & collect delivery notification and collection period for top 10 click & collect retailers, September 2015

Table 7: 10 Rows, 6 Columns

Table 8: Click & collect clothing & footwear market, 2014–20e

Table 9: 10 Rows, 6 Columns

Table 10: Click & collect electricals market, 2014–20e

Table 11: Click & collect furniture & floorcoverings market, 2014–20e

Table 12: Click & collect food & grocery market, 2014–20e

Table 13: Click & collect health & beauty market, 2014–20e

Table 14: Click & collect homewares market, 2014–20e

Table 15: Click & collect music & film market, 2014–20e

List of Figures

Figure 1: Click & collect total market size (£m), 2014–20e

Figure 2: Click&collectmarketsizebydeliverysize(%),2015e

Figure 3: Penetrationofonlineshoppersthathaveusedclick&collectandreserve&collect (%),2013and2014

Figure 4: Penetrationofclick&collectshoppersthathaveboughtsomethingextrawhen collectingapurchase(%),March2014and2015

Figure 5: Click&collectpenetrationofonlineshoppers(%),2014

Figure 6: Click&collectpenetrationofonlineshoppers(%),2013

Figure 7: Reasonsforusingclick&collect(%),2015

Figure 8: JohnLewisclick&collectupdate,July2015

Figure 9: Sports Direct click & collect website banner and Debenhams’ click & collect voucher promotion, August 2015

Figure 10: How much would you be prepared to pay for a same day click & collect service (%), 2015

Figure 11: The Entertainer and Screwfix same day click & collect offers, August 2015

Figure 12: UK click & collect market by retail sector (%), 2015e and 2020e

Figure 13: Click & collect penetration of UK online clothing & footwear market (%), 2015e and 2020e

Figure 14: Delivery method for last item purchased online (%), 2015

Figure 15:Delivery method for last clothing & footwear item purchased online split by gender (%), 2015

Figure 16: What time of the day do you tend to make click & collect clothing orders online? (%), 2015

Figure 17: When using a retailer's click & collect service, what time of the day do you tend to collect your order? (%), 2015

Figure 18: Whenpurchasingclothingonlineandusingaretailer'sclick&collectservice,what is the most you would be prepared to pay for next collection? (%) 2015

Figure 19: When purchasing clothing online and using a retailer's click & collect service, what is the most you would be prepared to pay for same day collection? (%), 2015

Figure 20: When purchasing clothing online and using a retailer's click & collect service, how long would you be prepared to wait for collection? (%), 2015

Figure 21: When you collect your online clothing purchases from store do you…? (%), 2015

Figure 22: When you collect your online clothing purchases from store do you…? by demographic group (%), 2015

Figure 23: Whenyoucollectyouronlineclothingpurchasesfromstoredoyou…?bygender andthosewithchildren(%),2015

Figure 24: How important are the following to you when using click & collect for clothing? (%), 2015

Figure 25: Did you buy anything else when you were in the store collecting your goods? (%), 2015

Figure 26: Did you examine/try on the item when you collected it instore? (%), 2015

Figure 27: Best in class and essential click & collect offers for clothing & footwear retailers, 2015

Figure 28: Click & collect users demographic profile (%), 2014

Figure 29: Click & collect users demographic profile (%), 2013

Figure 30: Top five reasons why shoppers chose to shop online for their last purchase, for click & collect users and all online shoppers (%), 2014

Figure 31: How long shoppers spent researching before making their last purchase, for click & collect users and all online shoppers (%), 2014

Figure 32: How long shoppers spent researching before making their last purchase, for click & collect users (%), 2013 and 2014

Figure 33: Device used for making last purchase for click & collect shoppers and all online shoppers (%), 2014

Figure 34: Device used for making last click & collect purchase (%), 2013 and 2014

Figure 35: From what location online click & collect shoppers and all online shoppers made their last purchase (%), 2014

Figure 36: Did you make the journey to the store specifically to collect the click & collect purchase or were you planning on going shopping anyway? (%), 2014

Figure 37: What shoppers would have done if their selected retailer had not offered a click & collect service (%), 2013 and 2014

Figure 38: Demographic profile of click & collect users at Argos (%), 2014

Figure 39: Demographic profile of all click & collect users (%), 2014

Figure 40: Satisfaction with click & collect service offered by all retailers and Argos (%), 2014

Figure 41: Do shoppers buy something extra when collecting their order? By all retailers and Argos (%), 2014

Figure 42: What shoppers would have done if Argos had not offered a click & collect service (%), 2014

Figure 43: Demographic profile of click & collect users at John Lewis (%), 2014

Figure 44: Satisfaction with click & collect service offered by all retailers and John Lewis (%), 2014

Figure 45: Do shoppers buy something extra when collecting their order? By all retailers and John Lewis (%), 2014

Figure 46: What shoppers would have done if John Lewis had not offered a click & collect service (%), 2014

Figure 47: Demographic profile of click & collect users at Marks & Spencer (%), 2014

Figure 48: Satisfaction with click & collect service offered by all retailers and Marks & Spencer (%), 2014

Figure 49: Do shoppers buy something extra when collecting their order? By all retailers and Marks & Spencer (%), 2014

Figure 50: WhatshopperswouldhavedoneifMarks&Spencerhadnotofferedaclick& collect service (%), 2014

Figure 51: Demographic profile of click & collect users at Next (%), 2014

Figure 52: Satisfaction with click & collect service offered by all retailers and Next (%), 2014

Figure 53: Do shoppers buy something extra when collecting their order? By all retailers and Next (%), 2014

Figure 54: What shoppers would have done if Next had not offered a click & collect service (%), 2014

Figure 55: Penetration of sector shoppers who use click & collect for books (%), 2014

Figure 56: Penetration of sector shoppers who mainly use click & collect for books (%), 2014

Figure 57: Penetration of sector shoppers who use click & collect for clothing & footwear (%), 2014

Figure 58: Penetration of sector shoppers who mainly use click & collect for clothing & footwear (%), 2014

Figure 59: Penetration of sector shoppers who use click & collect for DIY & gardening (%), 2014

Figure 60: Penetration of sector shoppers who mainly use click & collect for DIY & gardening (%), 2014

Figure 61: Penetration of sector shoppers who use click & collect for electricals (%), 2014

Figure 62: Penetration of sector shoppers who mainly use click & collect for electricals (%), 2014

Figure 63: Penetration of sector shoppers who use click & collect for furniture & floorcoverings (%), 2014

Figure 64: : Penetration of sector shoppers who mainly use click & collect for furniture & floorcoverings (%), 2014

Figure 65: Penetration of sector shoppers who use click & collect for weekly or regular food & grocery shops fulfilled by supermarkets (%), 2014

Figure 66: Penetration of sector shoppers who use click & collect for food gifting orders delivered by the postman or courier (%), 2014

Figure 67: Penetration of sector shoppers who mainly use click & collect for food gifting orders delivered by the postman or courier (%), 2014

Figure 68: Penetration of sector shoppers who use click & collect for health & beauty (%), 2014

Figure 69: Penetration of sector shoppers who mainly use click & collect for health & beauty (%), 2014

Figure 70: Penetration of sector shoppers who use click & collect for homewares (%), 2014

Figure 71: Penetration of sector shoppers who mainly use click & collect for homewares (%), 2014

Figure 72: Penetration of sector shoppers who use click & collect for music & film (%), 2014

Figure 73: Penetrationofsectorshopperswhomainlyuseclick&collectformusic&film(%), , 2014

Figure 74: Verdict's forecasting methodology

    Pricing

Discounts available for multiple purchases.

reportstore@globaldata.com
+44 20 7947 2745

Join our mailing list

Saved reports