BOPIS use on the decline

The number of retail consumers using buy online, pick up in-store services all the time declined from 45% to 32% in 2021 and a further dip is expected this year.

That’s a prime finding of research analysis from ChaseDesign which also revealed shoppers using home delivery for groceries, bought online, will decline in the near-term by nearly one-quarter, according to a press release on the data findings.

“These trends will require brands and retailers to rethink how and where they’ll invest for new growth. With the pandemic receding, online shopping has now clearly become a convenience, and one that comes at a price premium. The core of shopping trips remain in physical retail, where the vast majority of grocery purchases are still made,” stated the release.

The survey also found home delivery, which grew tremendously during the two years of COVID-19, is facing challenges such as perceived value offered given the current inflation affecting consumers.

The number of consumers who claimed to “always” use delivery to home when buying groceries dropped by half, 16%, in 2022, down from 31% in 2021, according to the data.

“This is driven by a lack of trust in having retailers pick and deliver exactly what the customer wants. Our survey shows 33% of shoppers have issues with the quality of products selected and a slightly lower percentage are worried about availability through the digital platform,” Joe Lampertius, president of ChaseDesign, said in the release.

The research claims Walmart has proven to provide the best BOPIS, curbside pickup, delivery to home and usage of these services through its app, while also having the most improved services over the past year.

“Our survey pinpoints several opportunities for retailers trying to take advantage of the new shopping environment. For instance, 10% more curbside pickup shoppers complained about the time wasted in their cars waiting for their order in 2022 over last year. If the retailers use that captive time average five to 10 minutes with some shopper engagement and improved impulse merchandising strategies, brands and retailers will be rewarded with a more loyal customer and incremental purchases,” Lampertius said in the release.