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Click-and-Collect - UK - September 2014

“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.”
- John Mercer, Retail Analyst
This report looks at the following issues/questions:

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

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Table of contents

  1. 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

                                                                                                                                                                                                            Companies Covered

                                                                                                                                                                                                            • Amazon.co.uk
                                                                                                                                                                                                            • Argos
                                                                                                                                                                                                            • Asda Group Ltd
                                                                                                                                                                                                            • ASOS
                                                                                                                                                                                                            • Co-operative Group
                                                                                                                                                                                                            • House of Fraser Plc
                                                                                                                                                                                                            • Marks & Spencer
                                                                                                                                                                                                            • Network Rail
                                                                                                                                                                                                            • New Look Group Plc
                                                                                                                                                                                                            • Tesco (UK)

                                                                                                                                                                                                            Click-and-Collect - UK - September 2014

                                                                                                                                                                                                            £1,995.00 (Excl.Tax)