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These are among the findings of a survey of 500 consumers by Retale, a location-based mobile platform that helps shoppers save on purchases from their favorite retailers and brands.
When respondents were asked how frequently they bought online and picked up in-store, referred to as BOPIS, the most common response, with 44 percent, was “every few months.” A quarter said they use the service monthly, while 13 percent choose to pick up in-store weekly. Only 14 percent said they had only bought online and picked-up in-store once.
Seventy percent of respondents said they were “very pleased” with BOPIS, 29 percent were “somewhat pleased” and 1 percent were disappointed with the service. Reasons for dissatisfaction included not immediately knowing where to pick up upon arriving at the store’s brick-and-mortar location, orders not being ready, and items being out of stock at the requested store.
When asked about the reasons they opted to pick-up in store, 59 percent of those surveyed said that cost, specifically, avoiding the shipping expenses, was a deciding factor. Speed and convenience were also popular motivators for choosing BOPIS, with respondents citing them 37 percent and 35 percent of the time, respectively. Only 12 percent said that incentives, like store discounts, had led to their final decision.
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