Curbside Pickup and Delivery Keep Growing

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WEST NEW YORK, NJ – An overwhelming number of consumers continue to use digital ordering mechanisms during the coronavirus pandemic, underscoring the need for retailers to offer these features and position themselves to succeed.

About 80% of consumers expect to use more BOPIS (Buy-Online-Pickup-in-Store) and roadside pickup trucks in the next six months, according to a new study, and 90% said they would get home delivery in Compared to in-store visits prefer from Consumer Insights company Incisiv. In addition, 85% of consumers said they had significantly increased roadside collection orders compared to pre-pandemic times, while 79% said that in-store contactless collection is very important to them.

Since April convenience store chains such as Casey’s General Stores, Ankeny, Iowa; Cumberland Farms, Westborough, Mass .; QuickChek, Whitehouse Station, NY; and Wawa, Wawa, Pennsylvania, have launched a roadside pickup in response to the pandemic, among other things.

“Today, customers see and evaluate businesses very differently than they did before COVID-19. More than ever before, it’s all about safety, speed and comfort, “said Gaurav Pant, Incisiv’s chief insights officer.” And that behavior change will uniquely affect high-touch retail categories like apparel, luxury, and specialty. We encourage retailers to make it easier to find store inventory online, simplify in-store pickup, and help their store staff digitally build stronger relationships with customers. Equally important, retailers need to equip their store teams with tools to fulfill online orders more efficiently and ultimately more profitably. “

And there is more. Although most (91%) of consumers said they missed out on in-store shopping, only 28% plan to increase in-store shopping across the board over the next six months, according to the study. That negative outlook for in-store shopping depends heavily on consumer safety standards, Incisiv said.

Still, retailers should expect in-store purchases to pick up after stores reopen, especially during the Christmas season, Incisiv said.

“The fulfillment of e-commerce, including home delivery and in-store fulfillment, will be critical for the 2020 holiday season,” said Kevin Swanwick, vice president of Store Solutions for Manhattan Associates, the supply chain solutions company that operates commissioned the study. “The demand from buyers for an optimized purchase trip has only increased with the pandemic. Retailers who have applied the lessons learned over the past few months and made the right technological adjustments are better positioned to handle the expected demand for ecommerce fulfillment. Once customers feel confident, the smooth conversion of those returns into sales exchanges is vital to sustaining sales in stores that are open to socially distant sales. “

Incisiv’s study was conducted between July 29th and August 6th, 2020. The company surveyed more than 2,500 US consumers who would like to purchase items in-store or via roadside pickup over the next six months.

Based in West New York, NJ, Incisiv helps retailers and brands deal with digital disruption in their industries. The company provides consumer industry executives responsible for digital transformation with a trusted platform to share and learn in a non-competitive environment, as well as the tools necessary to improve digital maturity, impact and profitability.

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