A study by the etailing group reports an improvement in “Buy Online/In-Store Pick-Up Process,” and there was a 10% increase in the efficiency of the process.


A new study by the etailing group indicates that “the buy-online/in-store pickup process” is improving and merchandise was ready for customer pickup 87 percent of the time, versus 75 percent of the time last year.

But the study also points out that the merchants are not using this
opportunity to either build relationships with consumers or bring in incremental sales.

The emails sent by the merchants also do not provide the information required by the consumers to pick up what they order. While customers were notified by email that a product was ready for pickup 73 percent of the time, only 13 percent of those emails contained the store’s hours, 60 percent listed the store’s phone number and 73 percent provided store location and contact information.

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