Click & Collect was first introduced to Australians in the early 2010s. In 2015 there were just 24% of retailers that offered the option, and 2019 that figure was at 40%.
During the COVID-19 pandemic, more Australians shopped online than ever before. According to stats, there were 1.7 million new online shoppers in 2020; with 1.4 million of those households continuing to buy online in 2021. The total number of households in Australia shopping online increased to well over 5 million.
With online shopping (and the pandemic’s lockdowns) came an increased desire for convenience. As such, Click & Collect services grew to 13.6% of all online purchases, and grocery shopping played a huge role in this.
For businesses themselves, Click & Collect provided them a way they could keep selling their products to customers. It was the most effective customer distribution channel for retailers, with 13% relying on delivery partners, and 22% sticking with their original methods.
Is it still in demand?
Although shops have opened back up again, there’s no doubt Aussies have become accustomed to the convenience services like Click & Collect offered during the pandemic. And given how busy life gets, it’s no wonder we’re still using this service (and online shopping in general) to save time.
It’s free, compared to delivery which can cost up to $15 for a load, and it saves us from having to wander through shopping centre aisles or carrying large loads of groceries, hardware and so on.
It can also help customers who live in apartment buildings or who live or work in places that make it hard to access their deliveries. It’s simply more convenient to order online and pick up their items on their way to work or during their lunch break.
For businesses, it can save money as well, as they don’t need to have so many delivery drivers operating.
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