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03/12/2021

Survey: Eight in 10 consumers want this omnichannel service

Dan Berthiaume
Senior Editor, Technology
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Omnichannel demand is generally up as a result of COVID-19, but one offering is especially popular.

According to a new survey of 2,000 U.S. consumers from virtual queuing solution provider Qudini, overall, 82% of respondents said they would find contactless pickup services that enable them to collect their orders from outside of the store (i.e., curbside pickup) useful. This figure includes 85% of millennial respondents, 81% of Gen Z respondents, and 75% of baby boomers.

In addition, 60% of respondents would feel safer and happier using contactless curbside pickup and 57% would think better of a retailer offering it. More than half of respondent said contactless curbside pickup would make them more likely to buy something online (53%) and more likely to visit a retailer’s stores in general (52%).

Similar percentages of respondents would more likely to tell their friends about a retailer (55%) or choose a retailer over its competitors (54%) if it offered contactless curbside pickup. 

When asked how they would most like to check-in to a store for contactless curbside pickup; texting an SMS code (38%) and checking in via the retailer’s app (35%) were the most popular methods, followed by using a link in the order confirmation email (33%). Using a self-service tablet (19%), checking in through a host with a tablet (18%), scanning a QR code (15%), and checking in at a customer service desk (14%) were less preferred.