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Report Title

Click and Collect in the UK - Verdict Channel Report

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Click and Collect in the UK - Verdict Channel Report


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Click and Collect in the UK - Verdict Channel Report

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Click and Collect in the UK - Verdict Channel Report



Executive Summary

With click & collect expenditure to hit GBP6.5bn in 2019, targeting specific shopper needs is vital for retailers to succeed. In this module, we estimate the size of the click & collect market by retail sector and delivery size, give detailed trend analysis and provide survey data on the click & collect customer decision journey.

Key Findings

Understand how big the opportunity for click & collect is in the UK

Find out which sectors are best suited to click & collect

Find out the consumer drivers behind click & collect services

Understand the customer decision journey of shoppers that use click & collect

Includes demographics of click & collect shoppers

Synopsis

While the fastest growth in the market will be achieved by the food & grocery sector, clothing & footwear will continue to dominate. By 2019, we forecast that it will have increased its lead over the second-placed electricals sector by GBP1.4bn, due to the growing popularity of this fulfilment channel within this sector.

With almost half as many shoppers proportionally stating they made their last purchase impulsively, and a similar though less significant theme for purchases made after researching for less than 30 minutes, it is clear that click & collect shoppers are more considered in their purchasing decisions.

Reasons To Buy

How fast will click & collect grow in the next five years?

Which retail sectors are best suited to click & collect?

Which retailers have been most successful in click & collect?

Why do consumers choose click & collect over other fulfilment options?

What is the demographic profile of click & collect shoppers?

1 Overview

2 KeyFindings

2.1 68% of online shoppers have used click & collect

2.2 Click & collect to outperform the overall online market to 2020

2.3 Furniture & floorcoverings forecast to achieve fastest growth to 2020

2.4 Clothing & footwear will take a larger proportion of the click & collect market to 2020

2.5 Mature shoppers embracing click & collect

3 Market Summary andForecast

3.1 Market size

3.1.1 Click & collect to outperform the overall online market to 2020

3.1.2 Clothing & footwear will take a larger proportion of the click & collect market to 2020

3.1.3 Cost benefits ensure larger orders continue to dominate click & collect

3.2 Click & collect penetration

3.2.1 More shoppers using click & collect than ever before

3.2.2 Reserve & collect still has a wider reach among shoppers

3.2.3 A third of click & collect shoppers make additional purchases when collecting goods

3.3 Click & collect demographics

3.3.1 Gender gap widens

3.3.2 Penetration remains highest amongst 25-44 year olds

3.3.3 Mature shoppers embracing click & collect

3.4 Reasons for using click & collect

3.4.1 Avoiding delivery costs is the most important reason for click & collect adoption

3.4.2 Shoppers use click & collect to secure stock

3.4.3 Instore collection speed is crucial

4 Trends

4.1 Is free click & collect unsustainable?

4.1.1 John Lewis steps back from free click & collect offer

4.2 Same day click & collect services to become more common

4.2.1 Shopper demand for same day click & collect...

4.2.2 ...but shoppers are not prepared to pay more for it

4.3 Click & collect in clothing & footwear

4.3.1 Clothing & footwear to dominate the click & collect market

4.3.2 Click & collect clothing & footwear market to double by 2020

4.3.3 Clothing & footwear shoppers' preferred delivery methods

4.3.4 Clothing & footwear shoppers' click & collect preferences

4.3.5 Females more prone to browsing when collecting orders

4.3.6 Clothing & footwear shopper collection preferences

4.3.7 Department stores and Next are best in class

5 Click & Collect DecisionJourney

5.1 Convenience drives click & collect use

5.2 Click & collect often more convenient than home delivery

5.3 Click & collect shoppers act less impulsively

5.3.1 Click & collect shoppers embracing spending via mobile devices

5.3.2 Click & collect shoppers more likely to purchase on-the-go

5.3.3 80% of shoppers make specific journeys to collect online orders

5.4 Click & collect cannibalises both instore and online for home delivery

6 RetailerPerformance

6.1 Argos

Mostly males using click & collect at Argos - in contrast to UK click & collect shopper profile 47

Argos click & collect service underperforms 47

6.2 John Lewis

6.3 Marks & Spencer

6.4 Next

6.5 Retailer rankings

7 Sector Analysis

7.1 Books

7.2 Clothing & footwear

7.2.1 Click & collect will represent over one quarter of all expenditure in next two years

7.2.2 Click & collect drives spend per head

7.3 DIY & gardening

7.3.1 Click & collect accounts for an increasing proportion of the sector...

7.3.2 ...though DIY & gardening will decline as a proportion of total click & collect

7.4 Electricals

7.4.1 Click & collect is now a basic expectation

7.5 Furniture & floorcoverings

7.5.1 The launch of smaller format IKEA stores will be a boon for the market

7.6 Food & grocery

7.6.1 Food share of click & collect will decline

7.7 Health & beauty

7.7.1 Click & collect uptake will remain below 10.0%

7.7.2 Marketing the benefits of click & collect is vital to drive store footfall

7.8 Homewares

7.8.1 Click & collect growth driven by convenience

7.9 Music & film

7.9.1 Click & collect is a tiny element of music & film online

8 Methodology

8.1 Retail sales forecasting

9 Appendix

9.1 About Verdict Retail

9.2 Disclaimer

To know more information on Purchase by Section, please send a mail to sales@kenresearch.com

Figure 1: Click & collect total market size (GBPm), 2014-20e

Figure 2: Click&collectmarketsizebydeliverysize(%),2015e

Figure 3: Penetrationofonlineshoppersthathaveusedclick&collectandreserve&collect (%),2013and2014

Figure 4: Penetrationofclick&collectshoppersthathaveboughtsomethingextrawhen collectingapurchase(%),March2014and2015

Figure 5: Click&collectpenetrationofonlineshoppers(%),2014

Figure 6: Click&collectpenetrationofonlineshoppers(%),2013

Figure 7: Reasonsforusingclick&collect(%),2015

Figure 8: JohnLewisclick&collectupdate,July2015

Figure 9: Sports Direct click & collect website banner and Debenhams' click & collect voucher promotion, August 2015

Figure 10: How much would you be prepared to pay for a same day click & collect service (%), 2015

Figure 11: The Entertainer and Screwfix same day click & collect offers, August 2015

Figure 12: UK click & collect market by retail sector (%), 2015e and 2020e

Figure 13: Click & collect penetration of UK online clothing & footwear market (%), 2015e and 2020e

Figure 14: Delivery method for last item purchased online (%), 2015

Figure 15:Delivery method for last clothing & footwear item purchased online split by gender (%), 2015

Figure 16: What time of the day do you tend to make click & collect clothing orders online? (%), 2015

Figure 17: When using a retailer's click & collect service, what time of the day do you tend to collect your order? (%), 2015

Figure 18: Whenpurchasingclothingonlineandusingaretailer'sclick&collectservice,what is the most you would be prepared to pay for next collection? (%) 2015

Figure 19: When purchasing clothing online and using a retailer's click & collect service, what is the most you would be prepared to pay for same day collection? (%), 2015

Figure 20: When purchasing clothing online and using a retailer's click & collect service, how long would you be prepared to wait for collection? (%), 2015

Figure 21: When you collect your online clothing purchases from store do you...? (%), 2015

Figure 22: When you collect your online clothing purchases from store do you...? by demographic group (%), 2015

Figure 23: Whenyoucollectyouronlineclothingpurchasesfromstoredoyou...?bygender andthosewithchildren(%),2015

Figure 24: How important are the following to you when using click & collect for clothing? (%), 2015

Figure 25: Did you buy anything else when you were in the store collecting your goods? (%), 2015

Figure 26: Did you examine/try on the item when you collected it instore? (%), 2015

Figure 27: Best in class and essential click & collect offers for clothing & footwear retailers, 2015

Figure 28: Click & collect users demographic profile (%), 2014

Figure 29: Click & collect users demographic profile (%), 2013

Figure 30: Top five reasons why shoppers chose to shop online for their last purchase, for click & collect users and all online shoppers (%), 2014

Figure 31: How long shoppers spent researching before making their last purchase, for click & collect users and all online shoppers (%), 2014

Figure 32: How long shoppers spent researching before making their last purchase, for click & collect users (%), 2013 and 2014

Figure 33: Device used for making last purchase for click & collect shoppers and all online shoppers (%), 2014

Figure 34: Device used for making last click & collect purchase (%), 2013 and 2014

Figure 35: From what location online click & collect shoppers and all online shoppers made their last purchase (%), 2014

Figure 36: Did you make the journey to the store specifically to collect the click & collect purchase or were you planning on going shopping anyway? (%), 2014

Figure 37: What shoppers would have done if their selected retailer had not offered a click & collect service (%), 2013 and 2014

Figure 38: Demographic profile of click & collect users at Argos (%), 2014

Figure 39: Demographic profile of all click & collect users (%), 2014

Figure 40: Satisfaction with click & collect service offered by all retailers and Argos (%), 2014

Figure 41: Do shoppers buy something extra when collecting their order? By all retailers and Argos (%), 2014

Figure 42: What shoppers would have done if Argos had not offered a click & collect service (%), 2014

Figure 43: Demographic profile of click & collect users at John Lewis (%), 2014

Figure 44: Satisfaction with click & collect service offered by all retailers and John Lewis (%), 2014

Figure 45: Do shoppers buy something extra when collecting their order? By all retailers and John Lewis (%), 2014

Figure 46: What shoppers would have done if John Lewis had not offered a click & collect service (%), 2014

Figure 47: Demographic profile of click & collect users at Marks & Spencer (%), 2014

Figure 48: Satisfaction with click & collect service offered by all retailers and Marks & Spencer (%), 2014

Figure 49: Do shoppers buy something extra when collecting their order? By all retailers and Marks & Spencer (%), 2014

Figure 50: WhatshopperswouldhavedoneifMarks&Spencerhadnotofferedaclick& collect service (%), 2014

Figure 51: Demographic profile of click & collect users at Next (%), 2014

Figure 52: Satisfaction with click & collect service offered by all retailers and Next (%), 2014

Figure 53: Do shoppers buy something extra when collecting their order? By all retailers and Next (%), 2014

Figure 54: What shoppers would have done if Next had not offered a click & collect service (%), 2014

Figure 55: Penetration of sector shoppers who use click & collect for books (%), 2014

Figure 56: Penetration of sector shoppers who mainly use click & collect for books (%), 2014

Figure 57: Penetration of sector shoppers who use click & collect for clothing & footwear (%), 2014

Figure 58: Penetration of sector shoppers who mainly use click & collect for clothing & footwear (%), 2014

Figure 59: Penetration of sector shoppers who use click & collect for DIY & gardening (%), 2014

Figure 60: Penetration of sector shoppers who mainly use click & collect for DIY & gardening (%), 2014

Figure 61: Penetration of sector shoppers who use click & collect for electricals (%), 2014

Figure 62: Penetration of sector shoppers who mainly use click & collect for electricals (%), 2014

Figure 63: Penetration of sector shoppers who use click & collect for furniture & floorcoverings (%), 2014

Figure 64: : Penetration of sector shoppers who mainly use click & collect for furniture & floorcoverings (%), 2014

Figure 65: Penetration of sector shoppers who use click & collect for weekly or regular food & grocery shops fulfilled by supermarkets (%), 2014

Figure 66: Penetration of sector shoppers who use click & collect for food gifting orders delivered by the postman or courier (%), 2014

Figure 67: Penetration of sector shoppers who mainly use click & collect for food gifting orders delivered by the postman or courier (%), 2014

Figure 68: Penetration of sector shoppers who use click & collect for health & beauty (%), 2014

Figure 69: Penetration of sector shoppers who mainly use click & collect for health & beauty (%), 2014

Figure 70: Penetration of sector shoppers who use click & collect for homewares (%), 2014

Figure 71: Penetration of sector shoppers who mainly use click & collect for homewares (%), 2014

Figure 72: Penetration of sector shoppers who use click & collect for music & film (%), 2014

Figure 73: Penetrationofsectorshopperswhomainlyuseclick&collectformusic&film(%), , 2014

Figure 74: Verdict's forecasting methodology

Table 1: Click & collect market, 2014-20e

Table 2: Click & collect market size (GBPm) and growth rates (%) by sector, 2015e and 2020e

Table 3: : Click & collect expenditure by sector and parcel size (GBP), 2015e and 2020e

Table 4: 10 Rows, 4 Columns

Table 5: Delivery charges and timeframes for top 10 click & collect retailers, September 2015

Table 6: : Click & collect delivery notification and collection period for top 10 click & collect retailers, September 2015

Table 7: 10 Rows, 6 Columns

Table 8: Click & collect clothing & footwear market, 2014-20e

Table 9: 10 Rows, 6 Columns

Table 10: Click & collect electricals market, 2014-20e

Table 11: Click & collect furniture & floorcoverings market, 2014-20e

Table 12: Click & collect food & grocery market, 2014-20e

Table 13: Click & collect health & beauty market, 2014-20e

Table 14: Click & collect homewares market, 2014-20e

Table 15: Click & collect music & film market, 2014-20e

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