Click & Collect in the UK, 2018-2023

Click & Collect in the UK, 2018-2023

Summary

"Click & Collect in the UK, 2018-2023", report forms part of Its Retail Channels series, and offers a comprehensive insight into the consumer and market dynamics of the click & collect channel. The report analyses the market, the main trends, and consumer attitudes towards the channel.

Click & Collect penetration has risen 1.2ppts from 2017 to 2018, driven mostly by male online shoppers and the dominance of the clothing & footwear sector.

The click & collect channel is forecast to continue growing rapidly to 2023, accounting for 12.9% of online spend by 2023.

Scope

- Clothing & Footwear will remain the largest sector within the click & collect channel, accounting for 60% of spend in 2018, as the sector continues to grow rapidly online.
- Store closures will reduce the availability of click & collect so retailers must consider other ways to cater for shoppers who prefer this fulfilment option, such as partnering with other retailers or third-party pickup providers.
- Retailers have improved click & collect services in terms of speed of delivery and cost, but the instore journey must now be improved to ensure the option offers all-round convenience for shoppers.

Reasons to buy

- Use our in-depth consumer insight to learn which sectors are the most important for the click & collect channel and which consumers are most likely to use the method, to be able to successfully tailor click & collect options.
- Understand what drives consumers to chose click & collect, such as the low cost of click & collect options and the guarantee that stock will be available when the shopper visits a store, in order to maximise sales potential.

THE HOT ISSUES
Channel drivers and inhibitors in click & collect
Main issues in click & collect
The instore collection journey must be improved
The impact of store closures needs to be minimised
Retailers click & collect services have plateaued
WHAT PEOPLE BUY
Channel definitions
Headlines
Overall channel size
Channel in context
Overall channel size
Overall channel growth
Sector growth in click & collect
Books
Clothing & footwear
DIY & gardening
Electricals
Entertainment
Food & grocery
Furniture & floorcoverings
Health & beauty
Homewares
WHO PEOPLE SHOP WITH
Click & collect retailer penetration
Profile: John Lewis
Profile: Marks & Spencer
Profiles of Argos, Next, Debenhams, Boots
Click & collect comparisons
HOW AND WHY PEOPLE SHOP
Headlines
Who shops
Who shops: books
Who shops: clothing & footwear
Who shops: DIY & gardening
Who shops: electricals
Who shops: entertainment
Who shops: food & grocery
Who shops: furniture & floorcoverings
Who shops: health & beauty
Who shops: homewares
Shopper profile by sector
The shopper journey
Shopping habits: device used
Shopping habits: device penetration by demographic
Shopping habits: time online shoppers made an order
Shopping habits: time that online orders are picked up
Shopping habits: location of purchase
Shopping habits: journey to pick up purchases
Shopping habits: checking purchases
Shopping habits: additional purchases instore
Shopping habits: length of research time
Shopper motivations
Shopper motivations: Drivers of click & collect usage
Shopper motivations: Drivers by demographic
Shopper motivations: Views on future click & collect usage
Shopper motivations: Option chosen if click & collect unavailable
Satisfaction of fulfilment methods
METHODOLOGY
Definition and methodology

List Of Tables


Key retailers click & collect services 2018 versus 2019
Size of the click & collect channel in 2018, including sector size for 2018 and 2023 and five-year growth rate
Click & collect retailer penetration and average additional spend instore, 2018
Click & collect retailer specifications
Click & collect profile of shoppers by sector, 2018
How often consumers make additional purchases by sector, 2018

List Of Figures


Click & collect share of online retail, 2017, 2018e & 2023e
Growth of the fulfilment channels, 2018e-2023e
Overall click & collect: size of the channel 2017-2023e
Overall click & collect and total online: annual growth rates 2017-2023e
Sector growth in click & collect, 2018e-2023e
Books: Click & collect sector size, 2017-2023e
Books: Click & collect annual growth rates, 2017-2023e
Books: Click & collect shares, 2017-2023e
Clothing & footwear: Click & collect sector size, 2017-2023e
Clothing & footwear: Click & collect annual growth rates, 2017-2023e
Clothing & footwear: Click & collect shares, 2017-2023e
DIY & gardening: Click & collect sector size, 2017-2023e
DIY & gardening: Click & collect annual growth rates, 2017-2023e
DIY & gardening: Click & collect shares, 2017-2023e
Electricals: Click & collect sector size, 2017-2023e
Electricals: Click & collect annual growth rates, 2017-2023e
Electricals: Click & collect shares, 2017-2023e
Entertainment: Click & collect sector size, 2017-2023e
Entertainment: Click & collect annual growth rates, 2017-2023e
Entertainment: Click & collect shares, 2017-2023e
Food & grocery: Click & collect sector size, 2017-2023e
Food & grocery: Click & collect annual growth rates, 2017-2023e
Food & grocery: Click & collect shares, 2017-2023e
Furniture & floorcoverings: Click & collect sector size, 2017-2023e
Furniture & floorcoverings: Click & collect annual growth rates, 2017-2023e
Furniture & floorcoverings: Click & collect shares, 2017-2023e
Health & beauty: Click & collect sector size, 2017-2023e
Health & beauty: Click & collect annual growth rates, 2017-2023e
Health & beauty: Click & collect shares, 2017-2023e
Homewares: Click & collect sector size, 2017-2023e
Homewares: Click & collect annual growth rates, 2017-2023e
Homewares: Click & collect shares, 2017-2023e
Journeys to pick up click & collect purchases: John Lewis and all online shoppers, 2018
Journeys to pick up click & collect purchases: Marks & Spencer and all online shoppers, 2018
Click & collect and third-party pickup penetration, 2017 & 2018
Click & collect penetration of online shoppers, overall and by demographic, 2017 & 2018
Click & collect penetration of online books shoppers, overall and by demographic, 2018
Click & collect penetration of online clothing & footwear shoppers, overall and by demographic, 2018
Click & collect penetration of online DIY & gardening shoppers, overall and by demographic, 2018
Third-party penetration of online electricals shoppers, overall and by demographic, 2018
Click & collect penetration of online entertainment shoppers, overall and by demographic, 2018
Click & collect penetration of online food & grocery shopper, overall and by demographic, 2018
Click & collect penetration of online furniture & floorcoverings shopper, overall and by demographic, 2018
Click & collect penetration of online health & beauty shoppers, overall and by demographic, 2018
Click & collect penetration of online homewares shoppers, overall and by demographic, 2018
Device used for making Click & collect purchases, 2017 & 2018
Laptop/desktop Click & collect penetration by demographic, 2018
Tablet Click & collect penetration by demographic, 2018
Mobile Click & collect penetration by demographic, 2018
Time online shoppers placed an order, 2017 & 2018
Time that click & collect orders are picked up, 2017 & 2018
Location of Click & collect purchase, 2017 & 2018
Journeys to pick up click & collect purchases, 2017 & 2018
Checking click & collect purchases, 2017 & 2018
How often consumers make additional purchases instore, 2017 & 2018
Proportion of consumers who made an additional purchase , 2017 & 2018
Length of research time, click & collect shoppers versus all online shoppers, 2018
Drivers of Click & collect usage, 2018
Click & collect shopper driver: avoid paying for home delivery charges, by demographic, 2018
Click & collect shopper driver: ensure stock availability, by demographic, 2018
Click & collect shopper driver: minimise the time spent in stores, by demographic, 2018
Click & collect shopper driver: dont want to wait for home delivery, by demographic, 2018
Click & collect shopper driver: quickest way to get the item, by demographic, 2018
Views on future usage of Click & collect, 2017 & 2018
Option chosen if click & collect is unavailable, 2017 & 2018
Satisfaction of fulfilment methods, 2017 & 2018

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