Understanding the importance of click & collect is crucial to retail success

New report from IMRG, commissioned by CollectPlus, confirms click & collect is a ‘must have’ option for online retailers to maximise their potential at peak

Released today, a new report from IMRG, commissioned by CollectPlus, predicts that click & collect options – in-store, parcel store and lockers – will continue to increase in popularity at a growth rate of 20% per year.

The IMRG CollectPlus UK Click & Collect Review 2015 is designed to be the most definitive review on this subject in the UK. Drawing upon a wide range of industry and consumer research it advises that click & collect is now a ‘must have’ delivery option for UK retailers. The report is designed to provide retailers with the information and insight they need to ensure they are capitalising on the growing popularity of click & collect amongst online shoppers, giving them the tools they need to introduce new click & collect options in time for the peak trading period in the fourth quarter.

Key findings from the review include;

  • The clear and developing evidence that ‘mobile’ shoppers are primary click & collect shoppers so the propensity to shop online using a mobile device is a clear future indicator towards the use of click & collect
  • The importance of click & collect for returns, not only making sure that customers find it easy to make returns but also ensuring these can be swiftly processed through the supply chain with appropriate tracking and visibility and to raise credits or refunds as quickly as possible*

With regards to third party parcel stores, such as CollectPlus and alternative locker solutions, the review expects to see an increase in awareness and use of these as retailers expand their click & collect reach and consumers become more aware of the services available. This awareness will develop through retailer recommendation and promotion and the use of third party locations by customers when returning unwanted items and sending parcels in their own right.

Looking to the future of click & collect services, new innovations such as 3D printing and drone delivery have the potential to work alongside click & collect to provide increasingly flexible supply chains and delivery options.

You can download an executive summary of the report.

Author of the report, Andrew Starkey, IMRG, comments:

This report outlines just how important click & collect has become. Improving customer experience is a focus for many retailers and the convenience with which customers can receive their orders has become a key differentiator – and click & collect is arguably becoming an expectation in terms of delivery options. For retailers that do not yet offer click & collect, the report provides an overview of why they should invest in it and looks at the different options that are available, as each retailer will have different requirements.”

Neil Ashworth, CEO, CollectPlus adds:

In just one decade, click & collect has gone from early trials amongst innovative retailers to a standard component of the multichannel retail proposition. From 2009, CollectPlus has pioneered third party collect and return services in the UK. It has certainly benefitted from the enthusiasm with which customers have adopted this flexible, convenient and accessible addition to the portfolio of delivery options from retailers of all sizes and markets.

"In the next few years, we expect to see further innovation in click & collect services, with a greater range of pick up locations on offer. Retailers need to be thinking about delivery in terms of ‘customer journeys’ rather than simply proximity to where people live.”

Founded in 2009, CollectPlus is a joint venture between PayPoint, the leading retail payment network, and Yodel, the UK’s leading independent parcel carrier.


Notes to Editor

*  The IMRG Blackbay UK Consumer Delivery Survey 2014 reports that the three features rated most important for a returns service are ‘access to a convenient drop off location (67%), ‘access to tracking information to confirm safe arrival of your return (74%) and ‘confirmation that your return parcel has been received (82%)’.

CollectPlus scores 9.0/10 on TrustPilot, with 79.8% of customers giving CollectPlus 5/5 stars (as of 21.04.15)

For further information, please contact the CollectPlus team at the Red Consultancy:

Email: collectplusteam@redconsultancy.com
Tel: 0207 025 6500

Or Andy Mulcahy at IMRG:

Email: andy.mulcahy@imrg.org
Tel: 0203 696 0991

About IMRG:

For over 20 years, IMRG (Interactive Media in Retail Group) has been the voice of e-retail in the UK. We are a membership community comprising businesses of all sizes – multichannel and pureplay, SME and multinational, and solution providers to industry.

We support our members through a range of activities – including market tracking and insight, benchmarking and best practice sharing. Our indexes provide in-depth intelligence on online sales, mobile sales, delivery trends and over 40 additional KPIs.

Our goal is to ensure our members have the information and resources they need to succeed in rapidly-evolving markets – both domestically and internationally.



CollectPlus is the UK’s largest independent store-based parcel delivery and returns service. It offers a simple and convenient way for people to collect online purchases from or return unwanted items to more than 260 high street and online retailers, including Amazon, John Lewis and ASOS – all at their local convenience store.

It is also possible to send parcels to any UK address from a CollectPlus store, making it a convenient option for those who sell products via online marketplaces such as eBay, as well as acting as a cheaper and convenient alternative parcel service for sending packages to friends and family.

Founded in 2009, CollectPlus was the first business to offer third party click and collect in the UK and now has a network of 5,800 conveniently located parcel stores across the UK, nearly all of which are open early ‘til late seven days a week. 90% of the UK’s urban population live within a mile of a CollectPlus point and 89% within five miles in rural areas.

CollectPlus now handles in excess of 300,000 parcels a week and in December 2014 handled its 40 millionth parcel. CollectPlus is a joint venture between PayPoint, the leading retail payment network, and leading independent parcel carrier, Yodel.


PayPoint is an international leader in payment technologies, its solutions transforming payments for everyone from consumer and financial services companies to retailers, utilities, media, e-commerce, gaming and government clients.

PayPoint delivers payments and services by taking the complexity of multi-channel payments and translating it into convenient, simple, value-added solutions. It handles almost £15 billion from over 800 million transactions annually for more than 6,000 clients and merchants.

With the backing of 24/7 operations centres with dual site processing, PayPoint is widely recognised for its leadership in payment systems, smart technology and service.

Retail networks

The PayPoint retail network across the UK numbers over 28,200 local shops (including Co-op, Spar, McColls, Costcutter, Sainsbury’s Local, Tesco Express, One Stop, Asda, Londis and thousands of independents), where it processes energy meter pre-payments, bill payments, benefit payments, mobile phone top-ups, transport tickets, BBC TV licences, cash withdrawals and a range of other transactions. In Romania, the retail network numbers over 9,000 terminals in local shops, helping people to make cash bill payments, money transfers, road tax payments and mobile phone top-ups. In the Republic of Ireland, over 500 terminals in shops and credit unions process mobile top-ups and bill payments.

PayPoint’s ATM network numbers more than 3,900 ‘LINK’ branded machines across the UK, and 9,700 PayPoint terminals enable retailers to accept credit and debit cards.

Mobile and Online

PayPoint Mobile and Online (formerly trading as PayPoint.net, PayByPhone and Adaptis) handles over 142 million payments for parking, payments and consumer services. In major cities in the UK, Canada, USA, France, Switzerland and Australia, its parking solutions make it easy for people to pay for parking by mobile, as well as providing electronic parking permits, automatic number plate recognition systems for car parks and penalty charge notices.

PayPoint’s core online payments platform is linked to 16 major acquiring banks in the UK, Europe and North America, delivering secure credit and debit card payments for almost 4,800 online merchants. Its suite of products ranges from transaction gateway to a bureau service, in addition to value-added services such as FraudGuard, an advanced service that mitigates the risk of fraud in card not present transactions.


Yodel is the UK's leading independent parcel carrier, offering the widest range of service options. The company handles over 155 million parcels every year and has a relationship with 85 per cent of the UK's top retailers. Yodel is headquartered in Hatfield and has over 60 locations across the UK, including three central sorts and over 50 service centres. Yodel offers a range of services to meet the needs of its clients and their customers:

  • Yodel Home and Yodel Business - two van-based networks with service centre based drivers
  • Yodel Neighbourhood - a neighbourhood courier service offering extended delivery hours
  • Yodel World - international service
  • YodelDirect – Yodel’s door-to-door consumer parcel service, ideal for online marketplace sellers and SMEs. It is the current sponsor of the Tour of Britain YodelDirect sprints jersey.
  • Arrow XL - Through its sister company Yodel also offers a two man service for white goods and large items up to 120k

Categories: Fulfilment & Logistics

24/04/2015 / IMRG

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