What Do Shoppers Really Want From In-Store Pick-up?

Inplace #2

A new study from Bizrate Insights, a division of Connexity, shows that 31% of online buyers have used in-store pick-up in the past year with 13% saying they have considered abandoning a purchase because in-store pick-up wasn’t offered.

“Online buyers use in-store pick-up for several expected reasons: to avoid shipping costs, to increase convenience and to get items quickly. However, over a quarter (29%) of online buyers also pick up in-store so that they can ensure the items they want are available when they arrive, ” says Hayley Silver VP, Bizrate Insights (pictured left).

“Retailers can support this desire to confirm item availability by enabling shoppers to check online if products are in stock, or reserve them in advance, ” adds Ms Silver.” At a time when free shipping is highly desirable, retailers can offer free in-store pick-up to meet consumer needs at a lower cost.”


Based on 11,836 online buyers in the U.S. and Canada. Data was collected between May 27 – June 7, 2016.
Bizrate Insights’ omni-device buyer and abandonment surveys enlighten 6,000+ retailers in North America and Europe about the consumer experience buying from their site and their competitors’ sites. Bizrate Insights, a division of Connexity, enables retailers of all sizes to collect consumer ratings and reviews for free, and offers paid subscriptions for customized surveys and advanced reporting.