Click and Collect services have been in high demand in the UK. In 2016 Click and Collect services show that 58 percent of retailers now use them. Now into 2017, it has been noted that 54 percent of UK shoppers use the services.
This has been seen by JDA/Centiro Customer Pulse Report Europe 2017. According to its report, the UK has a higher prevalence of Click and Collect services as opposed to the rest of Europe.
Europe as a whole has 42 percent of online shoppers use Click and Collect. However, in Germany usage fell to only 28 percent.
Is Click and Collect more efficient in the UK than elsewhere?
However, constraints are also damaging the overall customer experience t. This is seen when shoppers have an ease in placing orders. The same could not be said when it comes to collecting the item.
This might change as more are now relying on such services that any negative customer experience would reflect on the in-store collection.
Such issues are further highlighted by the research, where it shows that more than half of Europeans have had some issue with a Click and Collect order within the last 12 months.
In the UK, staffing issues are seen to be the main problem. This has then made people to wait a long time since there has been a lack in staff to deal with the click and collect orders.
For instance, in an incident in toy store The Entertainer, it took two staff members several minutes to locate the tablet and they had to know its full order details first. Such incidents detract to the overall customer experience for Click and Collect services.
This shouldn’t be the case, as the services are meant to make it easier for customers to shop. Instead, the issues show that there are still some things needed to work out in order to make it really easy for customers to shop.
The aim is convenience for the customer and it seems some customers are not having that experience.
Do you use Click and Collect? and what do you think is needed to improve it? let us know in the comments section below.