Metrics Matter
ServiceClarity Blog

5 Service Desk Metrics essential for 'Click and Collect' Retailers ⬆️🛍

The ‘click and collect’ service offers an increasingly important incentive to shoppers looking for convenience and reduced cost, with over 70% of shoppers making the choice to use click and collect. With 95% of shoppers claiming they would shop elsewhere if an online store did not offer a convenient delivery option, it is clear that when competing with the likes of Amazon and their extensive delivery options, 'click and collect' is an essential part of a retailers online offering. However, ultimately there is a cost to offering 'click and collect' as part of an omni-channel service and this cost must be borne by the retailer.  The nature and extent of the service offered affects the bottom line to the extent that some major retailers, most notably Tesco, Sports Direct and John Lewis, have sought to reclaim some of these costs by adding a charge for 'click and collect'.

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