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02/18/2021

Survey: Shoppers expect fast in-store pickup of online orders

Marianne Wilson
Editor-in-Chief
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Retailers who are not able to fulfill online orders for in-store pickup quickly risk losing customers.

Fifty-percent of consumers expect to be able to order online and pickup in-store on the same day, according to SOTI’s “From Bricks to Clicks: State of Mobility in Retail 2021 Report. And 45% said if delivery or pick-up of an item is more than two days, they would look elsewhere.

In other findings, more than 50% of consumers agreed that a bad online shopping experience would destroy their trust in a brand.

Consumers in North America have some very stated expectations when it comes to online shopping, according to the report. Sixty-three percent would like the returns process to be easier, preferably automated, and 57% are frustrated by the shipping/delivery/returns aspects of ordering online.

In other findings, 47.1% of consumers have abandoned an online purchase because they did not trust the site with their payment information.