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Click-and-Collect - UK - September 2014

Published By :

Mintel

Published Date : Sep 2014

Category :

Apparel

No. of Pages : 222 Pages

Increased uptake of click-and-collect appears to be one contributor to the sustained high growth rates in e-commerce. And there is far to go: click-and-collect will make up less than 2% of all retail sales this year. Further innovations such as more click-and-collect hubs and drive-through services can offer the convenience that shoppers are demanding.
Table of Content

Introduction

Definitions
Financial definitions
VAT
Abbreviations

Executive Summary

The market
Figure 1: Estimated value of online click-and-collect orders (incl. VAT), 2012-15
Segmentation by category
Figure 2: Click-and-collect as estimated proportion of online sales, by grocery, non-grocery and all online sales, 2013 and 2014
Figure 3: Segmentation of all online retail sales and estimated segmentation of click-and-collect orders, by grocery and non-grocery, 2013
Segmentation by type of service
Figure 4: Estimated segmentation of click-and-collect orders, by type of collection service, 2013
Market factors
Companies and innovations
Market leaders
Third-party collection services
Retailers
The consumer
Who uses click-and-collect and what do they buy?
Figure 5: The consumer: Products bought using click-and-collect in the last 12 months, June 2014
What type of click-and-collect services they use
Figure 6: The consumer: Type of click-and-collect service used, June 2014
Why they use click-and-collect
Figure 7: The consumer: Reason for last use of click-and-collect, by non-grocery and grocery purchase, June 2014
How they choose where to collect
Figure 8: The consumer: Reason for choosing location for last use of click-and-collect, by non-grocery and grocery purchase, June 2014
What would encourage usage
Figure 9: The consumer: What would encourage use of click-and-collect among non-users of click-and-collect or greater use of click-and-collect among users of click-and-collect, non-grocery purchases, June 2014
Figure 10: The consumer: What would encourage use of click-and-collect among non-users of click-and-collect or greater use of click-and-collect among users of click-and-collect, grocery purchases, June 2014
Attitudes towards click-and-collect
Figure 11: The consumer: Attitudes towards click-and-collect among users of click-and-collect – usage, June 2014
Figure 12: The consumer: Attitudes towards click-and-collect among users of click-and-collect – online and offline shopping, June 2014
Figure 13: The consumer: Attitudes towards click-and-collect among users of click-and-collect – what shoppers would like, June 2014
What we think

Trend Application

Trend: Transumers
Trend: FSTR HYPR
Mintel futures: Old Gold

Issues and Insights

The impact on online shopping
The facts
The implications
Different drivers for different categories
The facts
The implications
Different drivers for different shoppers
The facts
The implications
Will shoppers pay to use collection services?
The facts
The implications
Convenience versus experience
The facts
The implications
Innovations can enhance convenience further
The facts
The implications

Market Size

Key points
Click-and-collect accounts for 15% of online retail
Figure 14: Estimated value of online click-and-collect orders (incl. VAT), 2012-15
By unit volumes
By type of service: In-store collection continues to dominate
Figure 15: Estimated segmentation of click-and-collect orders, by type of collection service, 2013
Figure 16: The consumer: Type of click-and-collect service used, June 2014
Click-and-collect by category: Grocery under-indexes
Figure 17: Click-and-collect as estimated proportion of online sales, by grocery and non-grocery, 2013 and 2014
Figure 18: Segmentation of all online retail sales and estimated segmentation of click-and-collect orders, by grocery and non-grocery, 2013
Figure 19: The consumer: Click-and-collect shopper numbers represented as a percentage of total online shopper numbers, by category, June 2014

Market Leaders

Key points
Next leads the pack
Figure 20: Share of click-and-collect market accounted for by major retailers, 2014
Indications of performance

Leading Online Retailers’ Collection Services

Key points
The UK’s top online retailers
Figure 21: Leading online retailers, by revenues: types of collection services offered, 2014
Third-party collection services
Figure 22: Major third-party collection point networks, August 2014

Who’s Innovating?

Key points
Third-party click-and-collect stores
Cool lockers
Cool stores
Collection on the move
Figure 23: An artist’s illustration of the new John Lewis St Pancras store, 2014
Car boot sales
National post operators embrace click-and-collect
Cross-retail partnerships
Reverse Click-and-collect

Case Studies

Amazon Lockers
What it is
What we think
Figure 24: Amazon Lockers at Amazon’s UK headquarters, Holborn, London, August 2014
Figure 25: Amazon’s Locker zone at Amazon’s UK headquarters, Holborn, London, August 2014
Collect+ at Westfield London
What it is
What we think
Figure 26: Collect+ at Westfield London, August 2014
Figure 27: Collect+ lounge area at Westfield London, August 2014
Doddle
What it is
What we think
Figure 28: Doddle, Milton Keynes, 2014
Argos dotcom collection store
What it does
What we think
Figure 29: Argos’ dotcom collection store, Cheapside, London, August 2014
New Look
What it is
What we think
Figure 30: New Look, Westfield London, August 2014
Marks & Spencer
What it is
What we think
Figure 31: Marks & Spencer, Westfield London, August 2014
Figure 32: Next, Westfield London, August 2014

The Consumer – Who Uses Click-and-Collect and What Do They Buy?

Key points
What we asked
A third use click-and-collect
Figure 33: The consumer: Usage of different delivery options when buying products online in the last 12 months, June 2014
Figure 34: The consumer: Usage of different delivery options when buying products online in the last 12 months, by average age/affluence, June 2014
What they buy using click-and-collect
Figure 35: The consumer: Products bought using click-and-collect in the last 12 months, June 2014
Click-and-collect relative to all online shopping
Figure 36: The consumer: Products bought using click-and-collect and products bought online by any delivery method in the last 12 months, June and May 2014
Figure 37: Click-and-collect shopper numbers represented as a percentage of total online shopper numbers, by category, June 2014
Demographics
Figure 38: Types of products bought using click-and-collect in the last 12 months, by average age/affluence, June 2014
Repertoire of categories bought using click-and-collect
Figure 39: The consumer: Repertoire of types of products bought using click-and-collect, June 2014
Figure 40: The consumer: Repertoire of types of products bought online*, June 2014
Online focus group

The Consumer – Why They Use Click-and-Collect

Key points
What we asked
Click-and-collect drivers differ between grocery and non-grocery
Figure 41: The consumer: Reason for last use of click-and-collect, by non-grocery and grocery purchase, June 2014
Figure 42: The consumer: Reason for last use of click-and-collect, June 2014
Demographics: ABs driven more by speed of availability
Figure 43: The consumer: Reason for last use of click-and-collect, by socio-economic group, June 2014
Figure 44: The consumer: Reason for last use of click-and-collect, by age, June 2014
Figure 45: The consumer: Reason for last use of click-and-collect, by average age/affluence, June 2014
Crossed by type of click-and-collect used
Figure 46: The consumer: Reason for last use of click-and-collect, by type of click-and-collect service used, June 2014
Crossed by what they bought in the last year
Figure 47: The consumer: Reason for last use of click-and-collect, by types of products bought using click-and-collect in the last 12 months, June 2014
Figure 48: The consumer: Reason for last use of click-and-collect, by types of products bought using click-and-collect, further categories, June 2014
Online focus group

The Consumer – What Type of Click-and-Collect Services They Use

Key points
What we asked
Collection from third-party stores remains limited
Figure 49: The consumer: Type of click-and-collect service used, June 2014
Figure 50: The consumer: Type of click-and-collect service used, by type of product bought, June 2014
Figure 51: The consumer: Type of click-and-collect service used, by average age/affluence, June 2014
Repertoire: Those using third-party stores for collection are heavier click-and-collect users
Figure 52: The consumer: Repertoire of type of products bought using collection from retailer\'s own store, June 2014
Figure 53: The consumer: Repertoire of type of products bought using collection from another retailer, June 2014

The Consumer – How They Choose Where to Collect

Key points
What we asked
Proximity more important for groceries than for non-groceries
Figure 54: The consumer: Reason for choosing location for last use of click-and-collect, by non-grocery and grocery purchase, June 2014
Figure 55: The consumer: Reason for choosing location for last use of click-and-collect, June 2014
Figure 56: The consumer: Reason for choosing location for last use of click-and-collect – location factors versus store factors, June 2014
Demographics: Young collect from transit locations
Figure 57: The consumer: Reason for choosing location for last use of click-and-collect, by type of location, June 2014
Figure 58: The consumer: Reason for choosing location for last use of click-and-collect, by average age/affluence, June 2014
Crossed by type of click-and-collect service used
Figure 59: Reason for choosing location for last use of click-and-collect, by type of click-and-collect service used, June 2014
Crossed by what they buy using click-and-collect
Figure 60: The consumer: Reason for choosing location for last use of click-and-collect, by types of products bought using click-and-collect, June 2014
Figure 61: The consumer: Reason for choosing location for last use of click-and-collect, by types of products bought using click-and-collect, further categories, June 2014

The Consumer – Attitudes towards Click-and-Collect

Key points
What we asked
Click-and-collect drives impulse buys, store visits and online shopping
Usage of click-and-collect
Figure 62: The consumer: Attitudes towards click-and-collect among users of click-and-collect – usage, June 2014
Click-and-collect and online/offline shopping
Figure 63: The consumer: Attitudes towards click-and-collect among users of click-and-collect – online and offline shopping, June 2014
What shoppers want
Figure 64: The consumer: Attitudes towards click-and-collect among users of click-and-collect – what shoppers would like, June 2014
Demographics: Usage of click-and-collect
Figure 65: The consumer: Attitudes towards click-and-collect among users of click-and-collect – usage, by age, June 2014
Figure 66: The consumer: Attitudes towards click-and-collect among users of click-and-collect – usage, by socio-economic group, June 2014
Demographics: Click-and-collect and online/offline shopping
Figure 67: The consumer: Attitudes towards click-and-collect among users of click-and-collect – online and offline shopping, by age, June 2014
Figure 68: The consumer: Attitudes towards click-and-collect among users of click-and-collect – online and offline shopping, by socio-economic group, June 2014
Demographics: What shoppers want
Figure 69: The consumer: Attitudes towards click-and-collect among users of click-and-collect – what shoppers would like, by age, June 2014
Figure 70: The consumer: Attitudes towards click-and-collect among users of click-and-collect – what shoppers would like, by socio-economic group, June 2014
Online focus group

The Consumer – What Would Encourage Usage?

Key points
What we asked
Non-users want offers, users want more convenience
Non-groceries
Figure 71: The consumer: What would encourage use of click-and-collect among non-users of click-and-collect or greater use of click-and-collect among users of click-and-collect, non-grocery purchases, June 2014
Groceries
Figure 72: The consumer: What would encourage use of click-and-collect among non-users of click-and-collect or greater use of click-and-collect among users of click-and-collect, grocery purchases, June 2014
Demographics – focusing on non-users
Non-grocery purchases
Figure 73: The consumer: What would encourage use of click-and-collect for non-groceries among non-users of click-and-collect, by age, June 2014
Figure 74: The consumer: What would encourage use of click-and-collect for non-groceries among non-users of click-and-collect, by socio-economic group, June 2014
Groceries
Figure 75: The consumer: What would encourage use of click-and-collect for groceries among non-users of click-and-collect, by age, June 2014
Figure 76: The consumer: What would encourage use of click-and-collect for groceries among non-users of click-and-collect, by socio-economic group, June 2014
Crossed by what they have previously bought using click-and-collect
Figure 77: The consumer: What would encourage greater use of click-and-collect for non-groceries among users of click-and-collect, by types of products bought using click-and-collect, June 2014
Figure 78: The consumer: What would encourage greater use of click-and-collect for non-groceries among users of click-and-collect, by types of products bought using click-and-collect, further options, June 2014
Online focus group

Appendix – The Consumer – Who Uses Click-and-Collect and What Do They Buy?

Figure 79: Types of products bought using click-and-collect, June 2014
Repertoire
Figure 80: Repertoire of types of products bought using click-and-collect, June 2014
Figure 81: Types of products bought using click-and-collect, by repertoire of types of products bought using click-and-collect, June 2014
Demographics
Figure 82: Most popular types of products bought using click-and-collect, by demographics, June 2014
Figure 83: Next most popular types of products bought using click-and-collect, by demographics, June 2014
Repertoire demographics
Figure 84: Repertoire of types of products bought using click-and-collect, by demographics, June 2014

Appendix – The Consumer – What Type of Click-and-Collect Services They Use

Figure 85: Type of click-and-collect service used, by type of product bought, June 2014
Repertoire
Figure 86: Repertoire of type of products bought using collection from retailers\' own store, June 2014
Figure 87: Repertoire of type of products bought using collection from another retailer, June 2014
Demographics
Figure 88: Type of click-and-collect service used, by type of product bought – Any, by demographics, June 2014
Figure 89: Type of click-and-collect service used, by type of product bought – Clothing, by demographics, June 2014
Figure 90: Type of click-and-collect service used, by type of product bought – Small electrical/electronic goods, by demographics, June 2014
Repertoire demographics
Figure 91: Repertoire of type of products bought using collection from retailers\' own store, by demographics, June 2014
Figure 92: Repertoire of type of products bought using collection from another retailer, by demographics, June 2014

Appendix – The Consumer – Last Use of Click-and-Collect

Figure 93: Last use of click-and-collect: groceries versus non-groceries, June 2014
Figure 94: Last use of click-and-collect: groceries versus non-groceries, by demographics, June 2014

Appendix – The Consumer – Why They Use Click-and-Collect

Figure 95: Reason for last use of click-and-collect, June 2014
Figure 96: Reason for last use of click-and-collect – All, by demographics, June 2014
Figure 97: Reason for last use of click-and-collect – Non-groceries, by demographics, June 2014
Figure 98: Reason for last use of click-and-collect, by type of click-and-collect service used, by type of product bought – Any, June 2014
Figure 99: Reason for last use of click-and-collect, by type of click-and-collect service used, by type of product bought – Clothing, June 2014
Figure 100: Reason for last use of click-and-collect, by type of click-and-collect service used, by type of product bought – Small electrical/electronic goods, June 2014
Figure 101: Reason for last use of click-and-collect, by most popular types of products bought using click-and-collect, June 2014
Figure 102: Reason for last use of click-and-collect, by next most popular types of products bought using click-and-collect, June 2014

Appendix – The Consumer – How They Choose Where to Collect

Figure 103: Reason for choosing location for last use of click-and-collect, June 2014
Figure 104: Most popular reason for choosing location for last use of click-and-collect – All, by demographics, June 2014
Figure 105: Next most popular reason for choosing location for last use of click-and-collect – All, by demographics, June 2014
Figure 106: Most popular reason for choosing location for last use of click-and-collect – Non-groceries, by demographics, June 2014
Figure 107: Next most popular reason for choosing location for last use of click-and-collect – Non-groceries, by demographics, June 2014
Figure 108: Reason for choosing location for last use of click-and-collect, by type of click-and-collect service used, by type of product bought – Any, June 2014
Figure 109: Reason for choosing location for last use of click-and-collect, by type of click-and-collect service used, by type of product bought – Clothing, June 2014
Figure 110: Reason for choosing location for last use of click-and-collect, by type of click-and-collect service used, by type of product bought – Small electrical/electronic goods, June 2014
Figure 111: Reason for choosing location for last use of click-and-collect, by most popular types of products bought using click-and-collect, June 2014
Figure 112: Reason for choosing location for last use of click-and-collect, by next most popular types of products bought using click-and-collect, June 2014

Appendix – The Consumer – Attitudes towards Click-and-Collect

Figure 113: Attitudes towards click-and-collect among users of click-and-collect, June 2014
Figure 114: Agreement with the statement ‘I shop more online now because more retailers offer buy-and-collect/click/collect services’, by demographics, June 2014
Figure 115: Agreement with the statement ‘Buy-and-collect/click-and-collect encourages me to visit physical stores more frequently’, by demographics, June 2014
Figure 116: Agreement with the statement ‘I sometimes browse additional items when I collect an order in-store’, by demographics, June 2014
Figure 117: Agreement with the statement ‘I sometimes buy additional items in-store when I collect an order’, by demographics, June 2014
Figure 118: Agreement with the statement ‘I only use buy-and-collect/click-and-collect for smaller items’, by demographics, June 2014
Figure 119: Agreement with the statement ‘I would like more retailers to offer the option to reserve-and-collect’, by demographics, June 2014
Figure 120: Agreement with the statement ‘I would like out-of-town retail parks to offer drive-through collection points for collection from multiple retailers’, by demographics, June 2014
Figure 121: Agreement with the statement ‘I would like shopping centres to offer collection points for collection from multiple retailers’, by demographics, June 2014
Figure 122: Agreement with the statement ‘I am/would be happy to collect online orders from a local independent store such as a newsagent’, by demographics, June 2014
Figure 123: Agreement with the statement ‘I prefer to collect online orders from the store I bought from’, by demographics, June 2014
Figure 124: Agreement with the statement ‘I would like more retailers to offer dedicated collection stores’, by demographics, June 2014
Figure 125: Agreement with the statement ‘The store environment is not important to me when I use a buy-and-collect/click-and-collect service’, by demographics, June 2014
Figure 126: Attitudes to click-and-collect among users of click-and-collect, by most popular types of products bought using click-and-collect, June 2014
Figure 127: Attitudes towards click-and-collect among users of click-and-collect, by next most popular types of products bought using click-and-collect, June 2014
Figure 128: Attitudes towards click-and-collect among users of click-and-collect, by type of click-and-collect service used, by type of product bought – Any, June 2014
Figure 129: Attitudes towards click-and-collect among users of click-and-collect, by type of click-and-collect service used, by type of product bought – Clothing, June 2014
Figure 130: Attitudes towards click-and-collect among users of click-and-collect, by type of click-and-collect service used, by type of product bought – Small electrical/electronic goods, June 2014

Appendix – The Consumer – What Would Encourage Usage Among Current Users?

Figure 131: What would encourage greater use of click-and-collect among users of click-and-collect, June 2014
Figure 132: Most popular what would encourage greater use of click-and-collect among users of click-and-collect – Groceries, by demographics, June 2014
Figure 133: Next most popular what would encourage greater use of click-and-collect among users of click-and-collect – Groceries, by demographics, June 2014
Figure 134: Most popular what would encourage greater use of click-and-collect among users of click-and-collect – Non-groceries, by demographics, June 2014
Figure 135: Next most popular what would encourage greater use of click-and-collect among users of click-and-collect – Non-groceries, by demographics, June 2014
Figure 136: What would encourage greater use of click-and-collect among users of click-and-collect, by reason for last use of click-and-collect, June 2014
Figure 137: What would encourage greater use of click-and-collect among users of click-and-collect, by most popular types of products bought using click-and-collect, June 2014
Figure 138: What would encourage greater use of click-and-collect among users of click-and-collect, by next most popular types of products bought using click-and-collect, June 2014
Figure 139: What would encourage greater use of click-and-collect among users of click-and-collect, by type of click-and-collect service used, by type of product bought – Any, June 2014
Figure 140: What would encourage greater use of click-and-collect among users of click-and-collect, by type of click-and-collect service used, by type of product bought – Clothing, June 2014
Figure 141: What would encourage greater use of click-and-collect among users of click-and-collect, by type of click-and-collect service used, by type of product bought – Small electrical/electronic goods, June 2014

Appendix – The Consumer – What Would Encourage Usage Among Non-Users?

Figure 142: What would encourage use of click-and-collect among non-users of click-and-collect, June 2014
Figure 143: Most popular what would encourage use of click-and-collect among non-users of click-and-collect – Groceries, by demographics, June 2014
=Figure 144: Next most popular what would encourage use of click-and-collect among non-users of click-and-collect – Groceries, by demographics, June 2014
=Figure 144: Next most popular what would encourage use of click-and-collect among non-users of click-and-collect – Groceries, by demographics, June 2014
Figure 145: Most popular what would encourage use of click-and-collect among non-users of click-and-collect – Non-groceries, by demographics, June 2014
Figure 146: Next most popular what would encourage use of click-and-collect among non-users of click-and-collect – Non-groceries, by demographics, June 2014

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