Tesco rated best click-and-collect serviceby
Tesco has had a torrid 12 months - after inflating accounts by over £260 million, and wiping more than £2.5 billion off its market value, the supermarket chain was said to have “severely damaged its brand, eroded consumer trust and shareholder confidence” back in October 2014.
To add to its woes, the Serious Fraud Office launched an investigation into the company’s over stated profits.
However, markets have seemingly reacted well to the crisis plans new CEO, Dave Lewis put in place early in 2015, and so have consumers.
One area of renewed focus, the chain’s Click and Collect function, is performing particularly well, and has now been ranked as the best click and collect service in the UK, in a survey conducted by Instantly.
Tesco came out on top with its click and collect service receiving the most positive response (60%) to a question posed to over 1,000 UK consumers about which company ‘does click and collect well’.
The rating comes despite a surcharge of £4 being given to any shoppers spending less than £40 through click and collect orders.
Contrastingly, Amazon were deemed to offer the poorest click and collect service (16%), despite committing huge resources to improving its delivery times and the number of stores its Collect+ brand features with.
The online retailer has launched a new service called Amazon Prime Now that offers shoppers one-hour delivery on their orders for £6.99, while in the US it has been trialling physical stores with the aim of offering a better click and collect experience to customers.
Asda, Sainsbury’s and John Lewis made up the top four highest ranked retailers in Instantly’s survey.
And the good news for retailers is, while Amazon may have been ranked lowest on its list, when asked which companies offer a ‘poor’ click and collect service, the majority of respondents (24%) answered that they were unable to single one out.
“Today, people are constantly on the move and expect to have access to their favoured services and products at all times,” says Ben Leet, UK MD of Instantly.
“Brands must always be looking for ways to deliver their products to customers in the most efficient way. Our research has given brands an insight into what their target audience is looking for from click and collect and reasons behind these suggestions, allowing them to reassess and offer the best service for their customers.”
Click and collect’s success is especially significant in the UK, thanks in part to the UK government’s High Street minister, Penny Mordaunt declaring a change in the law that will allow shops to construct click-and-collect facilities on their own premises without need for planning permission.
Since then, most of the High Street’s major retail chains have honed in on the channel as an important service proposition.
Chris is Editor of MyCustomer. He is a practiced editor, having worked as a copywriter for creative agency, Stranger Collective from 2009 to 2011 and subsequently as a journalist covering technology, marketing and customer service from 2011-2014 as editor of Business Cloud News. He joined MyCustomer in 2014.