Click & Collect report 2012
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Click & Collect report 2012

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Check out our Click & Collect 2012 report Sample extract. ...

Check out our Click & Collect 2012 report Sample extract.

Introduction:
Delivery charges and times are major barriers to online shopping. The Click and Collect service offers shoppers the benefits of online shopping with the addition of lower / no delivery fees. Allowing the shopper to control when the pick-up is made takes away the hassle of missing the delivery, and puts the shopper in control of the transaction. More importantly, in many cases delivery is free as it is shipped to the store.

This report will:

-Give you an understanding of the current Click & Collect offering in the UK and around the world.
-Provide an overview of the current penetration of Click & Collect in both Food & Grocery and Non-grocery.
-Identify the product types that shoppers are currently purchasing using Click & Collect.
-Highlight the appeal of Click & Collect in Food & Grocery and its comparisons with standard online shopping.
-Explore the locations which shoppers indicate to be their most convenient collection points when using Click & Collect.
-Take a look at how much shoppers expect to pay for the Click & Collect service, and look at different collection locations and see if this has an impact on the cost perceptions.
-Identify demographic differences in all of the above.

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  • 1. November 2012Click & CollectReport 2012Sample Extract Evolution Insights Ltd Prospect House 32 Sovereign Street Leeds LS1 4BJ Tel: 0113 389 1038 http://www.evolution-insights.com Click & Coillect Report 2012 1
  • 2. About Evolution InsightsEvolution is a leading research consultancy specialising in shopper motivation and behaviour. We deliver off-the-shelf, tailored and bespokeresearch for manufacturers, retailers and agencies. Our research and analysis helps • Evolution offer a range of products & services for clients in the field of shopper research:- clients develop targeted shopper marketing initiatives designed to • Off-the-shelf research influence shoppers at the point of purchase. – Evolution’s off the shelf research publications deliver affordable insight into shopper motivation and behaviours in UK food, drink and grocery • Insight Plus – Insight Plus offers your business the opportunity to engage in any of our We use a range of research regular shopper research projects in advance of publication, tailoring the methodologies to discover genuine scope to suit your needs insights. Our research incorporates a broad spectrum of robust qualitative • Bespoke Consulting and quantitative research techniques. – As publishers of research, we are able to draw upon a wealth of existing proprietary data for consulting projects As a leading publisher of – helping to better inform and shape shopper research, we are any further research requirements. ideally placed to offer your business actionable shopper Further information is available at our insight. website http://www.evolution- insights.com Visit and sign up for Shopper Trend Report, our free quarterly newsletter offering analysis and commentary on topical issues
  • 3. ContentsKey Findings and Executive Summary 4 Collection Locations 38What This Report Will Do for You 5 Introduction 39Executive Summary 6 Pick-up Locations 40 Nearest Store 43Click & Collect: Introduction 8 Summary 44What is Click & Collect? 9Definition 10 Spend 45Benefits 11 Introduction 46Retailers 12 Cost 47Food & Grocery 13 Summary 50Click & Collect Worldwide 15Click & Collect UK 17 Methodology 51Issues 20Current Pick-up Locations 21 Glossary 54Current Use of Click & Collect 22 Contact us 56Introduction 23Shoppers’ Opinions 24A View from France 25Usage 26Product Types 29Summary 30Appeal of Click & Collect 31Introduction 32Concept 33Appeal in Food & Grocery 34Shoppers’ Opinions 35Summary 37 Click & Coillect Report 2012 3
  • 4. Key Findings and Executive Summary Click & Coillect Report 2012 4
  • 5. Key Findings and Executive Summary – What This Report Will Do for YouThis report will: Give you an understanding of the current Click & Collect offering in the UK and around the world. Provide an overview of the current penetration of Click & Collect in both Food & Grocery and Non-grocery. Identify the product types that shoppers are currently purchasing using Click & Collect.Highlight the appeal of Click & Collect in Food & Grocery and its comparisons with standard online shopping Explore the locations which shoppers indicate to be their most convenient collection points when using Click & Collect. Take a look at how much shoppers expect to pay for the Click & Collect service, and look at different collection locations and see if this has an impact on the cost perceptions. Identify demographic differences in all of the above. Click & Coillect Report 2012 5
  • 6. What is Click & Collect?What is Click & Collect?In simple terms, Click & Collect is onlineshopping, which is then collected fromthe store (or other ‘collectiondestination’) rather than beingdelivered to the shoppers home.Why not stick to ‘normal’online shopping?Delivery charges and times are major barriers toonline shopping. Allowing the shopper to controlwhen the pick-up is made takes away the hassle ofmissing the delivery, and puts the shopper in controlof the transaction. More importantly, in many casesdelivery is free as it is shipped to the store . Click & Coillect Report 2012 6
  • 7. DefinitionThe Click and Collect System can save time and money for both the retailer and the shopper. The order is ‘picked’ at a designated warehouse or Order in-store then arrives in- Order is store / at received dispatched pick-up point The Click and Collect service offers shoppers the benefits of online shopping with the addition of a lower / no delivery fee and saves shoppers’ precious time as they do not have to wait around the house for the delivery to Shopper arrive. Instead, shoppers can pick it up in-store or at a drive collects the Shopper by site whenever it is convenient for them. Shoppers can either pay online or upon collection. order either on places an foot or from order online their vehicle Click & Coillect Report 2012 7
  • 8. Food & GroceryCan it work for Food & Grocery?We know this service works well when purchasing asmall number of items, but what about if you want todo your main food shop using Click & Collect? Theissues for F&G retailers are much higher than forothers. The service has to be seamless and wellthought out for it to be a success - no queues, slowservice or mistakes – if retailers want customers tomake repeat use of this channel. Before the days ofsupermarkets and online shopping, it wasn’t unusualfor a shopping list to be handed over to the localgrocer for collection later. Is Click & Collect a case ofgoing back to the future?We will soon look at individual Food & Groceryretailers in the UK and see how they are embracingthe Click & Collect revolution. Click & Coillect Report 2012 8
  • 9. Click & Collect: Shoppers’ OpinionsDespite Click & Collect being a new concept in Food & Grocery, a third of shoppers already think that it is a good idea.With increased awareness and understanding of the service, we expect this figure to increase. Knowing you Cheaper thancan get it when delivery Sounds great! you want Convenience …shoppers think ‘Click & Collect’ forSaves the wait food and groceries is a good idea Sounds easy It will not take up as You dont have to cue The speed of getting much time as at the tills and fight your shopping, without physically shopping round the isles with having to browse the and you can collect your trolley! store when you want to Click & Coillect Report 2012 9
  • 10. Click & Collect: Usage (by demographics) Younger, more affluent shoppers are more likely than average to have already used Click & Collect for non-grocery items, as are those living in Scotland and the South West. Demographics of shoppers that have used Click & Collect for non-grocery items: 55 52 53 52 49 51 48 49 45 40 42 55% 38% 39% 48% 38% 41% 18 - 25 - 35 - 45 - 55 - 65+ 53% A B C1 C2 D E 24 34 44 54 64 55% Click & Coillect Report 2012 10
  • 11. MethodologyClick & Coillect Report 2012 11
  • 12. MethodologyEvolution’s methodology • Evolution carried out a preliminary survey of around 100 shoppers to test questions for the main survey. Secondary and Preliminary • Detailed secondary and desk research is desk research quantitative survey conducted to define the topic area, macro drivers and trends, scope and examples within the research topic. • Initial insights gained are used to help further design the main survey.Main quantitative Qualitative • A main survey is completed by at least 1,000 UK survey research adults who are the primary household shopper for food & grocery. • Comprehensive and detailed assessment of all the data received was then used to uncover insights. • Throughout this process, primary research was supported by secondary research drawing on Insights Evolution’s proprietary databases, national statistics, news and industry resources. Click & Coillect Report 2012 12
  • 13. Methodology: quantitative research - surveyTopics of questions in quantitative survey Demographic profiling • Detailed shopper insights were gained from a survey of 1,027 primary shoppers. The samples Online shopping were fully representative of the UK population. Preferred retailers • The survey contained 12 questions relating to topics outlined to the left – in addition to standard Location demographic profiling questions • The questions were designed to Awareness and usage of Click & Collect give maximum insight into shopper’s motivation and behaviour Spend • The survey was carried out during the week commencing 1st October Collection locations 2012. Appeal Shoppers’ opinions Click & Coillect Report 2012 13
  • 14. Contact us Evolution Insights Ltd Prospect House 32 Sovereign Street Leeds LS1 4BJ Telephone: 0113 336 6000 e-mail: insights@evolution-insights.com Web: http://www.evolution-insights.com Company No. 07006001 Country of Incorporation: United Kingdom Click & Coillect Report 2012 14