More than 75% of UK online shoppers will switch retailers in 2016

More than a third (36 per cent) of Christmas ‘click & collect’ shoppers in the UK encountered issues with their ‘Click & Collect’ orders, according to the second annual JDA/Centiro Christmas Customer Pulse report.


click & collect e-commerce JDA/Centiro online shopping


More than a third (36 per cent) of Christmas ‘click & collect’ shoppers in the UK encountered issues with their ‘Click & Collect’ orders, according to the second annual JDA/Centiro Christmas Customer Pulse report, with a full three-quarters (77 per cent) saying they would be likely to switch to shopping with an alternative retailer next Christmas as a result of a poor online Christmas shopping experience.

Of those that encountered any of the issues listed, not having a dedicated area in-store for ‘click & collect’ purchases (31 per cent), long waiting times due to lack of in-store staff (31per cent) and staff being unable to/taking a long time to locate items in-store (24 per cent) were cited as the primary reasons that potentially had a negative impact on customers’ shopping experience.

click___collect_006Overall, problems with online orders continued to impact retailers over the festive period, with 33 per cent of online Christmas shoppers in the UK stating they had experienced issues with their purchases (an increase from 31 per cent the previous year). Of those shoppers that had encountered any of the problems listed, 48 per cent had suffered from late deliveries or never received their goods; a further 48 per cent had suffered from missed deliveries, including when they were at home.