Market, Sweden: Cognizant’s Senior Vice-President of Retail and Consumer Goods Consulting Says Most Problems with Click-and-Collect in Sweden are on the Collector Side of the Service

“Click and collect is gaining ground but six out of ten consumers who have tried it have issues,” says Steven Skinner. “Retailers must take this seriously.” Excerpts:

“The two strongest reasons for Swedish shoppers to engage in click and collect, is to get their goods faster and to eliminate cost of delivery. But the study also finds lots of teething problems with the concept.

More than six out of ten (65%) Swedish shoppers who have tried click and collect, have issues. The study shows that most of the problems are on the collector side of the service.

One out of six consumers (15%) has experienced long lines and time consuming queuing when collecting the goods.

A similar number of consumers have experienced that their orders were not ready for collection when they showed up to collect them.

Almost one out of ten consumers (9%) said they had to return to the delivery facility once more to collect their goods.

The situation in Sweden mirrors that of consumers’ experience [with click & collect] that we see in other markets, like the US, Canada, the UK and Continental Europe.

Some of the problems that Swedish consumers experience are that they get the wrong items, and/or have to wait too long when they collect their purchases.

Retailers must enhance the processes.”

Below is the full article in Swedish as it appeared on Market.se on December 10, 2015. Reproduced here with permission from Market.se.