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UK shoppers left GBP 228 mln worth of products at click-and-collect sites in 2018

Thursday 22 August 2019 | 12:20 PM CET

UK shoppers have left around GBP 228 million worth of uncollected products at click-and-collect sites in 2018 due to long queues, Barclaycard research finds.

According to the research, more than 70% of UK customers shop via a click and collect system, ordering products online and collecting them at a local branch or pre-agreed site. However, 15% of shoppers are neglecting to collect their products, with a third claiming that collecting their items was a difficult.

Other key findings:

  • a quarter of consumers said the waiting times at collection points were too long and the same amount said they needed more staff;

  • 17% struggled to find the right desk to collect their products when looking in-store;

  • 89% of merchants offering the service have seen footfall increase over the past two years and 97% have benefited from additional revenue;

  • 39% of consumers said they would visit shops to collect their items more frequently if the process was improved.