Click & collect channel in the UK is forecast to grow by more than 55% over the next five years to around £9.6bn, accounting for over 13.5% of online sales in 2022, up 1.9 percentage points from 2017. Though click & collect growth is set to outpace growth in the online channel overall, the rate of growth will decline as the click & collect market matures. While click & collect has experienced annual double-digit growth over the past five years, this will slow down to single-digit growth by 2020.
Clothing & footwear remains the dominant sector in the click & collect market, accounting for 57% of click & collect expenditure in 2017, rising to 61% in 2022 as clothing & footwear online sales are forecast to grow by around 53% over the same period. While electricals remains the second largest sector in the channel, its share of the market is forecast to fall from over 22% in 2017 to about 17.9% in 2022 as online sales become further saturated and online pure plays such as AO.com continue to invest in their delivery propositions, driving growth in the third-party pickup channel.
However, penetration among younger click & collect users has increased sharply particularly among the under 34s, which have the highest penetration in terms of online shopping overall. With younger shoppers more likely to purchase an additional item when collecting instore versus shoppers over the age of 45, retailers targeting these consumers must ensure they are capitalising on this. Retailers such as Zara and Topshop must ensure they display low price products and bestselling items near to the collection point to drive up conversion.
Click & collect user satisfaction has declined by more than 11 percentage points on 2016 to around 78.4% while user satisfaction for third-party pickup increased. Retailers must ensure that they are providing an adequate experience for click & collect users who are looking for a fast, hassle-free service. Investment into technology and innovation such as self-check-in at Waitrose stores for click & collect orders, which was launched in November 2017, is vital to reduce pain points in the customer journey, such as long queue times.
The report "Click & Collect in the UK, 2017-2022", offers comprehensive insight and analysis of the market and sectors (including forecasts up to 2022), the major players, key trends and consumer attitudes. It provides in-depth analysis of the following: the hot issues impacting the market (click & collect requires investment to boost satisfaction, delivery saver schemes threaten click & collect, developing a seamless click & collect experience, physical spend is shifting across key locations), sector sizes and forecasts, retailer profiles (Argos, Next, Boots, Marks & Spencer, ASDA George, Tesco Direct and Currys PC World, John Lewis, Debenhams and New Look) as well as consumer data.
Companies mentioned in this report: Amazon, AO.com, Arcadia, Argos, ASDA, ASOS, B&Q, boohoo.com, Boots, Collect+, Currys PC World, Debenhams, Doddle, Dorothy Perkins, Dunelm, Habitat, IKEA, JD Sports, John Lewis, Marks & Spencer, New Look, Next, Oasis, Sainsbury’s, Screwfix, Simply Be, Tesco, Topshop, Waitrose, Wickes, Zara
- While growth in click & collect sales is still forecast to outpace that of the overall online channel, click & collect will be threatened by delivery saver schemes, which are becoming more widely available, and by the increasing number of fulfilment options, such as same day delivery for example and third-party pickup, which is set to be the fastest growing fulfilment channel to 2022.
- Minor sectors in the click & collect channel including furniture & floorcoverings, DIY & gardening and homewares will all benefit from retailer investment into click & collect, particularly from major market players including IKEA, Argos, B&Q and Dunelm. These home sectors combined are forecast to account for 5.7% of the click & collect market in 2022.
- Click & collect user satisfaction has declined significantly this year while user satisfaction for third-party pickup increased therefore retailers must ensure that they are providing an adequate experience for click & collect users who are looking for a fast, hassle-free service.
- Utilise our detailed market sizing and forecasts for the click & collect channel and sector click & collect market sizes to understand the areas of growth in the channel.
- Comprehend the hot issues in the click & collect channel in the UK and understand the opportunities to ensure your fulfilment strategy is effective.
- Use our consumer data to identify which shoppers use click & collect and why, as well as which retailers they click & collect with in order to understand consumers’ multichannel shopping habits and effectively target shoppers.
- Currys PC World
- Dorothy Perkins
- JD Sports
- John Lewis
- Marks & Spencer
- New Look
- Simply Be