Click and Collect: Transforming Retail Convenience

Overview of the Click and Collect Model and Its Evolution

Click and Collect – often referred to as BOPIS (Buy Online, Pick Up In-Store) or curbside pickup – is a retail fulfillment model where customers place orders online and retrieve their purchases at a physical store or designated pickup point. This concept marries e-commerce with brick-and-mortar convenience. Over the past decade, click and collect has evolved from a niche offering to a mainstream expectation. Early adopters like electronics and apparel retailers introduced in-store pickup in the 2010s, but the model truly gained momentum in the late 2010s as big-box chains and grocery stores rolled it out nationwide (Target’s Drive Up Is Red-Hot) (BOPIS Statistics: Good News/Bad News for Retailer's Growth?).

The COVID-19 pandemic (2020) was an inflection point that massively accelerated click-and-collect adoption. With lockdowns and safety concerns, retailers pivoted to curbside-only operations to keep serving customers. For example, Best Buy shifted all stores to curbside pickup in March 2020; its online sales surged 300% during a six-week period of curbside-only service, and about 50% of those online sales were fulfilled via curbside pickup (Business Insider: Retailers made a hard pivot to curbside pickup during the pandemic - AEO-Inc). Across the industry, U.S. click-and-collect sales more than doubled (a +109% increase) in 2020 alone (Buy Online Pick Up In Store Statistics (2024): BOPIS Trends). Retailers large and small rapidly stood up curbside programs – the number of retailers offering BOPIS jumped 54% during 2020 (Buy Online Pick Up In Store Statistics (2024): BOPIS Trends). This emergency-driven expansion established click and collect as a core channel.

Post-pandemic, click and collect has become a standard omnichannel service. Nearly 87% of U.S. retailers now offer a BOPIS option (Buy Online Pick Up In Store Statistics (2024): BOPIS Trends). Even as customers returned to in-person shopping, demand for click and collect remains high due to its convenience. Some retailers adjusted their approaches (e.g. certain chains scaled back curbside pickup as foot traffic returned (Top 500 retailers use of curbside pickup varies)), but market leaders have continued to invest and innovate in click-and-collect services. For instance, major players like Walmart, Target, and Best Buy kept dedicated pickup parking and added mobile app features to streamline the experience (Top 500 retailers use of curbside pickup varies). What started as a way to save shipping time or costs has matured into a strategic omnichannel tool that integrates physical stores with digital shopping. Today, click and collect is not just a pandemic-era convenience but a permanent fixture of U.S. retail, continually evolving with new technologies and consumer expectations.

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Adoption and Usage Statistics in the U.S.

Click and collect usage has grown explosively and now reaches a significant share of American shoppers. In 2024, an estimated 150.9 million Americans will use some form of click and collect, which is about 53% of the U.S. population (Grocery, in-store pickup drive click-and-collect growth). Of these, roughly 97 million consumers (34.2% of the population) are “regular” BOPIS users who use the service frequently (Buy Online Pick Up In Store Statistics (2024): BOPIS Trends). This broad adoption spans demographics, though younger shoppers lead the way. Over 59% of Millennials and 57% of Gen Z shoppers used click and collect in the past year, compared to ~30% of Gen X and 11% of Boomers (Buy Online Pick Up In Store Statistics (2024): BOPIS Trends). The model has clearly become mainstream for younger, digitally savvy consumers.

Market size and growth reflect this popularity. U.S. click-and-collect retail sales reached $113.2 billion in 2023, accounting for about 9.1% of all e-commerce sales (Buy Online Pick Up In Store Statistics (2024): BOPIS Trends). This share is up from only mid-single digits a few years prior and is still rising. Industry forecasts project click-and-collect sales will hit $132.8 billion in 2024 (approximately +17% year-over-year) and surpass $154 billion by 2025 (Buy Online Pick Up In Store Statistics (2024): BOPIS Trends) (#onlinebusiness #entrepreneur #startup #ecommerce #digitalmarketing | INTVAR AGENCY). Put in context, buy-online-pickup orders are expected to be about 9.7% of U.S. e-commerce sales in 2024, growing to over 13% of e-commerce by 2030 (Buy Online Pick Up In Store Statistics (2024): BOPIS Trends). Notably, click and collect has been outpacing overall e-commerce growth – from 2019 to 2024 it saw a 34.7% CAGR, far faster than e-commerce’s growth (Buy Online Pick Up In Store Statistics (2024): BOPIS Trends). This indicates retailers and shoppers alike are increasingly embracing store pickup options.The grocery sector is a major driver of click-and-collect volume in the U.S. Over three-quarters of all U.S. click-and-collect sales come from grocery orders (Grocery, in-store pickup drive click-and-collect growth). Services like Walmart Grocery Pickup and Kroger’s curbside have brought millions of new users into click and collect. In fact, as of 2024 up to 78.7% of click-and-collect sales are grocery items (food and everyday essentials) (Buy Online Pick Up In Store Statistics (2024): BOPIS Trends). Outside of grocery, many shoppers are content to wait for delivery, so BOPIS growth is somewhat slower in categories like apparel or electronics (Grocery, in-store pickup drive click-and-collect growth). Even so, certain verticals show high pickup usage (e.g. home improvement stores see 40–60% of online orders picked up in-store (BOPIS Statistics: Good News/Bad News for Retailer's Growth?)). During peak seasons and holidays, usage spikes as well – for instance, 28% of American consumers used BOPIS for 2023 winter holiday gift shopping (Buy Online Pick Up In Store Statistics (2024): BOPIS Trends).To summarize the U.S. adoption in a data snapshot, the table below highlights key click-and-collect metrics:

• Active Click-and-Collect Users (2024): ~150.9 million (53.1% of population)
• Annual BOPIS Sales (2023): $113.2 billion (9.1% of e-commerce sales)
• ‍Projected BOPIS Sales (2025): ~$154 billion
• ‍5-Year Sales Growth (2019–2024): +34.7% CAGR (2020: +109% spike year)
• ‍Retailers Offering BOPIS (2022): ~87% of retailers (offer some click-and-collect)
• ‍Share of C&C Sales from Grocery: ~79% (majority of click-and-collect is grocery)
• ‍BOPIS Use by Millennials (past year): 59.4% of Millennials have used BOPIS
• ‍BOPIS Use by Boomers (past year): 11.4% of Boomers have used BOPIS

These figures underscore that click and collect is a significant and growing channel in U.S. retail. Over half the country has tried it, and sales volume continues to climb at double-digit rates, even after the pandemic surge. Retail executives can no longer view BOPIS as optional – it is now a fundamental part of the retail landscape, especially in grocery and big-box sectors.

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Key Benefits for Retailers and Customers

Implementing click and collect provides a range of benefits for both retailers and their customers. A well-optimised BOPIS program can be a win-win, driving sales and satisfaction. Below are the key benefits, supported by data:

• Increased Sales and Basket Size: Encouraging customers into stores for pickup often leads to incremental purchases. An estimated 85% of BOPIS shoppers have made additional in-store purchases when collecting an online order (Buy Online Pick Up In Store Statistics (2024): BOPIS Trends). This add-on buying can be significant – for example, Target found Drive Up customers spend about 30% more after adopting the service (adding groceries or other items to their pickup) (Target’s Drive Up Is Red-Hot). BOPIS thus not only fulfills existing orders but also drives impulse buys and cross-selling opportunities, boosting overall revenue.
• Cost Savings on Fulfillment: For retailers, fulfilling an order via in-store pickup is usually cheaper than shipping from a warehouse. Click and collect avoids the last-mile delivery cost: no carrier fees, packaging, or doorstep logistics are needed. During the pandemic, experts noted curbside programs “prevented a pile-up of inventory in stores and were far cheaper than delivering from central warehouses” (Business Insider: Retailers made a hard pivot to curbside pickup during the pandemic - AEO-Inc). Essentially, BOPIS leverages the store’s existing inventory and staff to fulfill online sales at lower cost, improving margins on those orders. It also reduces costly home delivery returns since customers see items before taking them (which can lower return rates).
• Faster Gratification for Customers: Click and collect appeals to customers by offering speed and convenience. Shoppers can get online purchases as fast as within an hour or the same day without browsing aisles. In surveys, 46% of U.S. consumers say they use BOPIS to save time, and 35% use it to get items same-day rather than waiting for shipping (Buy Online Pick Up In Store Statistics (2024): BOPIS Trends). For many, picking up at a local store is quicker than even next-day delivery. This speed advantage increases customer satisfaction and can be a deciding factor for time-sensitive purchases.
• Avoidance of Shipping Fees: A top customer motivation for BOPIS is saving on shipping costs. Nearly 48% of U.S. click-and-collect users cite avoiding shipping fees as their primary reason for using BOPIS (Buy Online Pick Up In Store Statistics (2024): BOPIS Trends). In effect, store pickup offers the cost savings of online shopping (often lower online prices) without the added cost of delivery. This is especially attractive for large or low-margin items where shipping would be expensive. By offering free pickup, retailers can attract budget-conscious shoppers and compete with e-commerce free shipping promotions.
• Convenience and Flexibility: Customers appreciate the flexibility of choosing when and how to get their order. With click and collect, they can shop online 24/7 and pick up at a convenient time (often with dedicated parking or minimal waiting). About 50% of consumers say they find BOPIS more convenient for their lifestyle (Buy Online Pick Up In Store Statistics (2024): BOPIS Trends). They don’t have to worry about missed home deliveries or porch package theft – the item is securely held until they grab it. Moreover, BOPIS allows shoppers to inspect products (77% use it so they can see an item before taking it home (Buy Online Pick Up In Store Statistics (2024): BOPIS Trends)) and make immediate returns or exchanges if needed. This flexibility enhances the overall customer experience.
• Increased Store Traffic & Omnichannel Engagement: For retailers, every BOPIS pickup is an opportunity to bring a customer into the store. This can rejuvenate store traffic and bridge online and offline channels. Retailers often cite drawing customers to stores as a key goal – over 37% of retailers said they offer BOPIS specifically to drive store foot traffic in an Amazon-dominated era (BOPIS Statistics: Good News/Bad News for Retailer's Growth?). In-store pickups can strengthen loyalty by combining digital convenience with face-to-face service. A successful BOPIS strategy creates a “symbiotic relationship between in-store and online” shopping (50% Of Shoppers Have Made A Purchase Decision Based On BOPIS Availability - Retail TouchPoints), as customers who engage on multiple channels tend to spend more overall. In fact, omnichannel shoppers spend 4% more in-store and 10% more online than single-channel shoppers, according to retail studies (Best Practices for Adopting a BOPIS Model | Parcel Pending).
• Competitive Differentiation: Offering a robust click-and-collect program has become a competitive necessity. It can be a deciding factor for where customers shop. 50% of shoppers have chosen a retailer based on BOPIS availability (50% Of Shoppers Have Made A Purchase Decision Based On BOPIS Availability - Retail TouchPoints). Retailers that excel at click and collect gain an edge over rivals (and even pure e-commerce players) by marrying online convenience with immediate pickup. This was reflected in a survey of large retailers: 44% said they implemented BOPIS to remain competitive, and many specifically saw it as a defense against Amazon (BOPIS Statistics: Good News/Bad News for Retailer's Growth?). In summary, a convenient pickup option attracts customers and prevents them from defecting to competitors.In short, when executed well, click and collect drives higher sales, lower fulfillment costs, faster service, and stronger customer loyalty. It turns physical stores into an asset for digital commerce. Customers enjoy the best of both worlds – the ease of online shopping and the immediacy of in-person pickup – while retailers benefit from more efficient operations and additional sales opportunities.

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Best Practices for Implementation and System Optimisation

To maximize the benefits of click and collect, retailers should follow best practices that optimise the technology, operations, and customer experience. Leading retailers have refined their BOPIS programs through trial and error, and several best practices have emerged:

• Accurate, Real-Time Inventory Management: Pinpoint inventory accuracy is the foundation of a successful BOPIS system (BOPIS Statistics: Good News/Bad News for Retailer's Growth?). Retailers must have up-to-the-minute visibility into stock levels at each store. Nothing alienates BOPIS customers more than placing an order only to find the item is unavailable. Best practices include integrating store inventory with the online ordering system, using technologies like RFID or real-time inventory databases to prevent overselling (BOPIS Retail Strategies: Enhancing Customer Experience | SML). Some retailers limit BOPIS to items that have a certain in-stock threshold to ensure fulfillment. Accurate inventory data enables confident promises (e.g. “Ready in 2 hours”) and avoids cancellations or substitutions.
• Streamlined Order Picking and Staging: Fulfilling BOPIS orders efficiently in the store is critical. Retailers should designate a clearly defined process and team for picking items from the sales floor or backroom. Using mobile picking apps or scanners can help staff locate items quickly and update order status in real time (BOPIS: How it Works and Why You Need It - scandiweb). It’s wise to stage picked orders in a dedicated area (with shelving, bins, or even temperature-controlled storage for groceries) near the pickup point. This way, when the customer arrives, the order is consolidated and ready to hand off. Some large retailers operate micro-fulfillment centers or automated picking systems in-store to speed up this process, especially for grocery orders (Robots to Pick Grocery Orders at Renovated Walmart Supercenter). The goal is to minimize the time from order placement to ready-for-pickup notification.
• Convenient Pickup Experience (Location & Signage): Make it as easy as possible for customers to retrieve their orders. Best practices include situating the pickup counter or area near the front of the store (or providing drive-up curbside service) (Best Practices for Adopting a BOPIS Model | Parcel Pending). Clear signage from the parking lot through the store is essential – customers should instantly know where to go. Many retailers create special curbside parking spots or even separate entrances for pickup customers (Best Practices for Adopting a BOPIS Model | Parcel Pending). The conventional wisdom of forcing pickup customers through the store to spur impulse buys is counterproductive; convenience is paramount (shoppers are likely to buy extra items anyway, as 61% will make an additional purchase when retrieving orders (Best Practices for Adopting a BOPIS Model | Parcel Pending)). The top priority is a fast, hassle-free handoff, ideally under a couple of minutes.
• Leverage Mobile Apps for Check-In: Technology can greatly enhance the curbside pickup flow. Leading retailers use their mobile apps to allow customers to notify the store as they approach. For example, Walmart and Target’s apps track the customer’s route or GPS location when they are en route to pick up, and Best Buy’s app lets customers tap “I’m on my way” to alert staff (Best Practices for Adopting a BOPIS Model | Parcel Pending). Upon arrival, customers can check in via the app, which triggers associates to bring the order out (often the app will display the customer’s car make/color and parking spot to staff). This geolocation-driven process optimises wait times – associates can have the order ready the moment the customer pulls in. Mobile check-in has become a best practice to achieve sub-5-minute curbside pickups and delighted customers.
• Offer Multiple Pickup Modalities: A robust system gives customers choices for how to collect orders. In addition to standard in-store counter pickup, many retailers now offer curbside service (employees bring orders to the customer’s car) and some provide pickup lockers for self-service. For instance, Home Depot and Lowe’s have installed automated pickup lockers in hundreds of stores. A major retailer that added smart lockers found that 95.9% of customers said the locker saved them time and over 93% were “very satisfied” with the experience (Best Practices for Adopting a BOPIS Model | Parcel Pending). Lockers allow 24/7 pickup and reduce wait times to mere seconds, complementing curbside service. The best practice is to match the pickup method to the context: busy parents may prefer drive-up curbside, apartment dwellers might favour locker pickup, etc. Offering a mix of options (in-store, curbside, locker) widens BOPIS’s appeal.
• Proactive Customer Communication: Communicate early and often with BOPIS customers so they know exactly what to expect. This starts with clear instructions at checkout (e.g., where and when to pick up) and continues with notifications at each step. Best-in-class retailers send a “Ready for Pickup” alert (via email, SMS, and/or app push) as soon as the order is prepared, including directions to the pickup location. Providing an FAQ page or in-app guide for first-time users can also help (Best Practices for Adopting a BOPIS Model | Parcel Pending). If there are any delays or issues (an item is out of stock, etc.), notify the customer immediately and offer alternatives (such as a substitution or ship-to-home for that item). Transparent, frequent communication builds trust and avoids confusion, ensuring customers have a smooth experience from click to collect.
• Staff Training and Dedicated Roles: Successful BOPIS implementation often requires new roles or training for store staff. Store associates must be trained to process online orders quickly and accurately, and to interact with pickup customers professionally. Some retailers assign dedicated BOPIS staff during peak hours who focus solely on picking orders and staffing the pickup area, rather than trying to multitask with other floor duties (BOPIS Statistics: Good News/Bad News for Retailer's Growth?). Training should cover how to use picking devices, how to verify order accuracy, and how to handle customer identification or signatures at pickup. By making BOPIS a defined responsibility (with performance metrics like average pickup wait time or order accuracy), retailers can maintain a high service level. The payoff is consistency – customers will come to expect quick, friendly pickups every time.
• Integrate Incentives for Additional Sales: While convenience is king, retailers can still gently encourage those profitable add-on purchases. A best practice is to offer personalised incentives at pickup without slowing the process. For example, some retailers include a coupon with the pickup order that is valid for use during that store visit (Best Practices for Adopting a BOPIS Model | Parcel Pending). Others send a push notification with a special deal on a related product (“Need batteries for your new device? Grab them now and get 10% off.”). The key is to make these upsell offers unobtrusive and relevant. Mapping the store or suggesting the aisle for an item can help customers quickly find it if they choose. If executed thoughtfully, these tactics can “sweeten the deal” for customers and increase basket size, while still respecting that the primary goal of BOPIS shoppers is a fast pickup.

By adhering to these best practices – from technological integration (inventory and apps) to operational excellence (staff and process) – retailers can optimise their click-and-collect systems. The result is a seamless omnichannel experience where online orders flow efficiently to stores and into customers’ hands. Retailers like Target and Walmart that continually refine these aspects (fast-ready orders, easy parking, app check-in, etc.) have earned high customer satisfaction and strong adoption of their BOPIS offerings. A world-class click-and-collect program requires careful planning and cross-functional coordination, but it pays dividends in customer loyalty and profitability.

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Challenges to Successful Implementation

While click and collect brings many benefits, it also presents operational and strategic challenges that retailers must navigate. Implementing BOPIS is complex because it straddles online and offline operations. Some of the primary challenges include:... - Inventory Accuracy and Visibility: Maintaining an accurate view of inventory in real time is a major hurdle. Inaccurate inventory data can derail BOPIS – if an item shows as available online but is actually out-of-stock in store, the retailer may have to cancel or split orders, frustrating customers. Two-thirds of retailers have reported that inventory inaccuracies made their BOPIS service inconsistent (Study: 66% Of Retailers Say Inaccurate Inventory Data Creates .... The challenge is especially tough for retailers with legacy inventory systems or silos between e-commerce and store stock. Overcoming this requires significant IT integration or adoption of technologies like RFID tagging for precise stock counts (BOPIS Retail Strategies: Enhancing Customer Experience | SML). For many, this is an ongoing journey; until inventory precision is achieved, BOPIS will face fulfilment hiccups.

• Logistical and Staffing Strains: BOPIS introduces new workflows in stores that can strain existing staff and processes. Preparing pickup orders is essentially asking store employees to do what warehouse fulfilment workers do – a new skill set for many associates (BOPIS Statistics: Good News/Bad News for Retailer's Growth?). During busy periods, stores must juggle serving in-store shoppers and picking online orders on tight timelines. This can lead to staffing shortages or require hiring additional employees dedicated to BOPIS. Nearly every retailer in one survey cited staffing and training as challenges with click and collect (BOPIS Statistics: Good News/Bad News for Retailer's Growth?). There is also the issue of physical space: stores need room to stage orders and handle curbside traffic. Smaller footprint stores may struggle to allocate space for pickup staging or designated parking. If not managed, these logistical issues can result in longer wait times, mix-ups, or a poor experience for both pickup and regular customers.
• Technology Integration: Implementing BOPIS demands tight integration between e-commerce platforms, order management systems, and in-store point-of-sale systems. Not all retailers have these systems talking to each other seamlessly. Real-time communication is needed so that when an online order is placed, store staff are alerted instantly and inventory is decremented. Legacy IT infrastructure can make this integration challenging. Additionally, offering conveniences like app check-in or automated lockers requires investing in new technology (mobile app development, IoT locker systems, etc.). Retailers face budget and implementation challenges to get these technologies up and running reliably. Glitches in the system – e.g., orders not transmitting to the store, or customers unable to signal arrival – can undermine the BOPIS experience. Thus, IT capability and investment is a non-trivial barrier for some, especially smaller retailers.
• Meeting Speed Expectations: Today’s consumers expect BOPIS orders to be ready very quickly – often within an hour or two for in-stock items. Managing those expectations can be difficult, particularly during peak hours or seasons. If a surge of online orders comes in simultaneously, stores might fall behind in picking, leading to delays. Unlike warehouse operations that are built for scale, store teams might not handle large volumes as efficiently. Ensuring consistently fast turnaround (and communicating accurately about pickup times) is a challenge. Some retailers mitigate this by setting specific pickup windows or limiting same-day BOPIS during high-traffic periods. Still, balancing speed with accuracy and store workload remains an ongoing operational challenge.
• Space and Infrastructure Limitations: Curbside pickup, in particular, requires parking lot infrastructure and clear traffic flow. Not all store locations are conducive to this – urban stores with no parking or malls without dedicated spots pose challenges in offering curbside. Even in suburban locations, if BOPIS is very popular, parking space can become an issue (e.g., regular shoppers might occupy the designated spots or there simply aren’t enough reserved spots during holiday rush). Inside the store, carving out space for storing orders (including refrigerated/frozen storage for grocery orders) can be hard, especially for older stores not designed with this in mind. Some retailers have had to retrofit front-of-store areas or add modular storage. Without adequate space, there’s risk of clutter, misplaced items, or longer retrieval times.... - Fraud and Security Concerns: BOPIS introduces unique fraud risks that differ from both traditional online and in-store purchases. Because there is no shipping address involved (fraud systems often rely on matching billing and delivery addresses) and the cardholder isn’t physically present swiping a card, fraudsters may see BOPIS as an opportunity (BOPIS Statistics: Good News/Bad News for Retailer's Growth?) (BOPIS Statistics: Good News/Bad News for Retailer's Growth?). A common scheme is to use stolen credit card info to place an order and pick it up before the theft is noticed. In fact, about 40% of retailers said BOPIS brought additional fraud concerns (BOPIS Statistics: Good News/Bad News for Retailer's Growth?). Retailers must implement verification steps (like requiring ID and credit card at pickup, or using card chip readers at curbside) to ensure the person picking up is the legitimate customer. However, these protections can add friction and may not always be rigorously followed – over 31% of retailers worried that store employees don’t always follow proper fraud-check procedures (BOPIS Statistics: Good News/Bad News for Retailer's Growth?). Walking the line between security and convenience is a clear challenge. Retailers need to train staff on verification and possibly integrate fraud-screening tools specifically for BOPIS transactions.
• Returns and Exchanges Handling: BOPIS can complicate the reverse logistics of returns. If a customer arrives to pick up an item and decides on the spot it’s not needed (or later wants to return it), the store must handle that return of an online order. Retailers need systems that seamlessly process returns for online orders in-store (sometimes called BORIS – Buy Online, Return In-Store). Without proper integration, inventory counts and refunds can get messy. Additionally, some retailers historically did not allow opening packages at pickup, which could inconvenience customers who find issues later. The challenge is to make the return process as easy as the pickup process. (As we’ll see in emerging trends, some are tackling this by enabling curbside returns.)
• Measuring ROI and Operational Cost: Standing up a click-and-collect program involves new costs – extra labour, new technology, signage, parking accommodations, etc. For some retailers, especially those with lower e-commerce volume, the return on investment (ROI) of BOPIS is not immediately clear. Signifyd’s survey noted concerns about ROI as a downside of BOPIS among decision-makers (BOPIS Statistics: Good News/Bad News for Retailer's Growth?). If relatively few customers use the service or if it diverts sales that would have happened anyway, the financial benefits may be marginal while operational costs are definite. Retailers must carefully monitor metrics like BOPIS order volume, attachment sales, and labour hours to ensure the program is paying off. Optimising efficiency (as in the best practices above) is key to improving ROI. Nonetheless, justifying the ongoing investment in BOPIS can be a challenge for management if the benefits aren’t quantified well.... In summary, implementing click and collect is not without its difficulties. Retailers must address technical integration, maintain high accuracy and speed, retrain their workforce, and guard against fraud – all while providing a seamless experience. Those that underestimated these challenges sometimes faltered (for instance, some retailers launched BOPIS during COVID but later pulled back due to operational difficulties (Top 500 retailers use of curbside pickup varies)). However, with planning and continuous improvement, these challenges can be managed. The retailers highlighted in our case studies have largely overcome these hurdles through investment and innovation, demonstrating that the effort is worthwhile given the strong customer demand for click-and-collect convenience.

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Strategies to Increase Customer Adoption and Satisfaction

Once a click-and-collect service is in place, the next objective is to drive customer adoption (get more shoppers to use it) and ensure high satisfaction so they keep using it. Here are effective strategies retail executives can deploy to boost BOPIS adoption and delight customers:... - Promote the Service Prominently: A surprising number of customers may not realise you offer click and collect, so marketing it is key. Feature the BOPIS option prominently on your website and mobile app (e.g., a clear “Pick up in store – ready within 2 hours!” message). During checkout, highlight the pickup option as fast and free compared to shipping. Retailers should also use email and social media to advertise the convenience of their service, especially around peak seasons (“Skip the shipping fees – buy now, pick up same-day!”). If adoption is low, consider in-store signage and associate training to mention it to customers shopping in person. Awareness is step one: customers won’t choose BOPIS if they don’t know it exists or how it works.

• Provide Incentives for First-Time Users: Many shoppers need an extra nudge to try a new fulfilment method. Incentivise first-time BOPIS use with special offers. For example, offer a discount or coupon for choosing pick-up on their next online order. A 2019 survey found 45% of consumers said exclusive deals or future discounts would encourage them to try BOPIS (50% Of Shoppers Have Made A Purchase Decision Based On BOPIS Availability - Retail TouchPoints).
• Guarantee Fast, Reliable Availability:
• A very compelling strategy is to guarantee same-day or 1-hour pickup for items marked as in-stock. Knowing they can get their purchase immediately is a huge draw – 37% of consumers said guaranteed same-day availability would make them more likely to use BOPIS (50% Of Shoppers Have Made A Purchase Decision Based On BOPIS Availability - Retail TouchPoints). Retailers like Best Buy and Target often advertise orders ready within an hour. If you can consistently hit these timeframes, advertise them boldly. Conversely, avoid situations where customers place an order and then find out it won’t be ready until the next day – that undermines trust. Reliability is crucial: always meet the ready-time promised. Over-delivering (e.g., an order ready in 30 minutes when 2 hours was promised) can also pleasantly surprise customers. Speed and certainty will convert more users to regular users.
• Eliminate Fees and Keep the Service Free:
• Adoption is higher when BOPIS is offered free of charge. No additional fee should be required for pickup – customers rightly expect it to be complementary (since they save you shipping costs). Walmart, Target, and others make pickup free, which has set the industry norm. If any minimum order thresholds apply, keep them reasonable. Emphasise that pickup is a free service that saves money (one of the top reasons people use it is to avoid shipping fees (Buy Online Pick Up In Store Statistics (2024): BOPIS Trends)). Making the process free and frictionless (no hidden charges, no memberships required for curbside, etc.) removes barriers to trial. In contrast, retailers that attempted to charge for curbside (or limited it to loyalty program members) saw slower uptake.
• Ensure a Smooth User Experience (UX):
• The end-to-end user experience, from online purchase to pickup, must be smooth. Optimise your website and app for BOPIS: allow shoppers to easily filter items by store availability, clearly indicate which stores and pickup times are available, and make selecting “pickup” as the fulfilment method intuitive at checkout. Providing accurate stock information (“Only 2 left – order by 3 pm to pick up today”) can create urgency and confidence. On the fulfilment side, minimise hiccups like cancellations or item substitutions – these erode satisfaction. A key satisfaction driver is the pickup experience itself: wait times should be minimal and staff should be friendly and quick. Many retailers track the wait time from customer arrival to order hand-off and aim for under 5 minutes. Quick, courteous service at curbside or the counter will leave a positive impression and encourage repeat usage.
• Solicit Customer Feedback and Continuously Improve:
• Encourage customers to rate their pickup experience or complete a short survey. This feedback is invaluable for identifying pain points. Perhaps customers find the signage unclear, or they consistently have to wait too long at a certain store – with feedback, you can address these issues. Some retailers tie BOPIS into their broader customer satisfaction (CSAT) or Net Promoter Score measurements to ensure it meets standards. Additionally, consider implementing a visible service recovery or guarantee: for instance, Home Depot has at times offered a discount if your BOPIS order isn’t ready in the promised time. Knowing the retailer stands behind the service builds trust. By listening to customers and iterating (e.g., adding more pickup parking if complaints arise, or improving packing of orders if items arrived damaged), you can fine-tune the experience and thus increase both adoption and satisfaction.
• Leverage Loyalty Programs:
• If you have a customer loyalty or rewards program, integrate BOPIS incentives into it. For example, offer bonus points for every order picked up in-store, or a faster tier progression for omnichannel customers. This not only rewards existing BOPIS users but can convert loyal e-commerce shoppers to give store pickup a try. Target ties its RedCard and Circle loyalty perks into Drive Up offers, and Walmart’s membership program promotes pickup alongside delivery. A loyalty integration can gamify the adoption – customers might choose pickup more often to earn rewards. Just be sure the rewards structure encourages behaviour that is also beneficial to the retailer (e.g., shifting expensive home deliveries to store pickup).
• Expand the Range of Services (e.g., Returns, Add-ons):
• A novel strategy to both drive adoption and differentiate your service is to bundle additional conveniences with curbside pickup. A current trend is allowing curbside returns – customers can not only pick up orders but also return items without leaving their car. Target rolled out “Drive Up Returns” nationwide in 2023, which lets shoppers initiate a return in the app and complete it curbside; this added convenience can draw more people to use Drive Up in general (Fast and Free: All the Facts on Returns with Drive Up) (Target Drive Up Returns Have Officially Rolled Out at All Stores!). Another example is offering add-on services like placing a Starbucks coffee order to be delivered to the car alongside a pickup (Target introduced Drive Up with Starbucks in 2023 as well (Target Begins Nationwide Rollout of Drive Up with Starbucks ...)). These enhancements make the pickup experience more attractive (who wouldn’t want a latte with their order?) and can increase usage frequency. By continually improving and adding to the service based on customer needs, retailers keep the BOPIS offering fresh and compelling.

Implementing these strategies can significantly boost customer adoption and satisfaction for click and collect. Essentially, retailers should focus on making BOPIS as easy, fast, and rewarding as possible for the customer. When customers understand the convenience (through marketing), have a great first experience (perhaps aided by an incentive), and see the retailer committed to speed and service, they are likely to become repeat users. High satisfaction in turn leads to word-of-mouth and organic growth of the service. In the competitive retail market, a highly adopted BOPIS program can drive omnichannel sales and deepen customer loyalty.

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Case Studies of Click and Collect Success

To illustrate these principles in action, let’s examine how three major U.S. retailers – Walmart, Target, and Best Buy – have implemented and optimised their click-and-collect systems. Each faced different challenges but ultimately leveraged BOPIS to drive growth and serve customers better. These case studies highlight real-world results and lessons learned.

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Walmart: Scaling Up Convenience in Grocery and Beyond

Walmart, the nation’s largest retailer, has made click and collect (particularly grocery pickup) a centerpiece of its omnichannel strategy. Walmart began piloting in-store pickup for general merchandise in the mid-2010s and by 2017 had aggressively expanded Walmart Grocery Pickup – a free service for customers to buy groceries online and collect at their local store. By 2019, Walmart had curbside pickup available at most of its ~4,700 U.S. stores, positioning it strongly when the pandemic hit. During 2020, Walmart’s curbside operations became a lifeline for many shoppers and drove a surge in usage. The impact on Walmart’s business has been profound. Today Walmart is the undisputed leader in online grocery pickup. As of mid-2024, Walmart (excluding Sam’s Club) commands about 37% of the U.S. online grocery market – an all-time high share (Walmart captures a record 37% of U.S. eGrocery sales in Q2 2024). A major factor is its extensive curbside pickup network. In grocery e-commerce, pickup is the dominant fulfilment method, representing roughly 45–50% of online grocery orders industry-wide (Walmart breaks record with Q2 online grocery share - Chain Store Age). Walmart has capitalised on this: it captured an estimated 58% of all U.S. online grocery pickup orders in Q2 2024 (The Supply Side: Walmart leads in online grocery with 37% of U.S. ..., far more than any competitor. This dominance suggests that millions of Americans habitually use Walmart’s click-and-collect for their weekly shopping.

Key results and practices: Walmart’s average customer satisfaction with grocery pickup has been high, thanks to efforts to streamline the experience. Customers can schedule one-hour pickup slots, and Walmart associates load the groceries into their car. The convenience and no-fee model make adoption easy. Walmart also integrated features like mobile check-in: using the Walmart app, customers alert the store when they’re on the way, improving speed. On the backend, Walmart invested in technology like picking algorithms and even experimented with automation (they installed 17-foot pickup towers in stores as automated pickup kiosks for general merchandise). However, a lesson learned was to focus on what customers used most – by 2021 Walmart found curbside pickup had far outpaced the pickup towers, and it decided to remove or “hibernate” over 1,300 of those giant machines (Walmart ditching massive pick-up towers in hundreds of stores). Resources were redirected to curbside improvements, like more staging areas and employee training for grocery picking. This pivot shows Walmart’s responsiveness to consumer preferences: it doubled down on curbside service where demand was greatest.

Walmart’s click-and-collect journey also highlighted the importance of integration. It unified its grocery app and Walmart.com app so customers can buy any item (food or general merchandise) and pick up in one trip. It also expanded pickup to new categories (e.g., adding curbside pharmacy pickup in 2022). The result is a convenient one-stop pickup experience. The success is evident – Walmart’s overall U.S. e-commerce growth has been driven by store fulfilment. In late 2022, Walmart noted that strong store pickup and delivery helped online sales grow 24%, with “in-store fulfilled pickup and delivery” leading the growth (Pickup and Delivery Drive Walmart's 24% eCommerce Surge, as ...). The Walmart case illustrates that massive scale BOPIS is possible: by leveraging its store network, focusing on grocery (a high-frequency driver), and continuously enhancing the process, Walmart turned click and collect into a competitive advantage that extends its brick-and-mortar leadership into the digital age.

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Target: High-Touch Enhancements to Drive Adoption

Target has emerged as a click-and-collect leader, known for its exceptionally user-friendly “Drive Up” curbside service. Target began testing Drive Up (curbside pickup) in 2017 and rolled it out nationwide by 2019 (Target’s Drive Up Is Red-Hot), alongside traditional in-store Order Pickup at its service counters. This early investment paid off enormously during the pandemic: Target’s Drive Up sales skyrocketed 600% in early 2020, and still grew over 500% in the latter half of 2020 (Target’s Drive Up Is Red-Hot). Even after that initial boom, Target sustained triple-digit Drive Up growth into 2021 (Target’s Drive Up Is Red-Hot). By 2022, Target was fulfilling over half of its digital orders through same-day services (Drive Up, Order Pickup, or home delivery via Shipt) (OTHER INFORMATION Table of Contents Index to Financial ...), and these same-day options accounted for more than 10% of Target’s total sales (

Target Q4 Results Top Estimates; Sees Q1, FY23 Earnings Below Market

) – a huge share for a company with $100B+ revenue. In short, click and collect has become central to Target’s business model.

What sets Target apart is its relentless focus on customer experience and innovation in BOPIS. Target’s Drive Up has consistently been the company’s highest-rated fulfillment service (even higher satisfaction than delivery) (Top 500 retailers use of curbside pickup varies). The retailer achieved this by listening to customers and adding thoughtful features:

• Target expanded Drive Up to include fresh and frozen groceries, as well as alcohol, by mid-2021, so customers could get their full basket curbside (Target’s Drive Up Is Red-Hot).
• It increased the number of Drive Up parking spots and uses app notifications and GPS to ensure staff are ready when the customer arrives (Target’s Drive Up Is Red-Hot). The app allows customers to specify vehicle details and even where to load the order (trunk or backseat) for truly contactless, efficient service (Target’s Drive Up Is Red-Hot).
• Target allows customers to designate an alternate person for pickup via the app (Target’s Drive Up Is Red-Hot), adding flexibility for families.
• In 2023, Target introduced “Drive Up with Returns”, letting customers return items from their car at curbside (Fast and Free: All the Facts on Returns with Drive Up), and Drive Up with Starbucks, where customers can add a Starbucks coffee or snack to be delivered to their car with their order (Target Begins Nationwide Rollout of Drive Up with Starbucks ...). These industry-first features were heavily advertised and have been popular add-ons.

These enhancements not only improved satisfaction but spurred higher adoption – they give customers more and more reasons to choose Drive Up. Target’s data shows that offering such conveniences deepened customer engagement: guests who use Drive Up spend ~30% more than before, indicating increased frequency and broader baskets (Target’s Drive Up Is Red-Hot). Another lesson from Target is strong integration of channels. Target leveraged its stores as hubs (over 95% of online orders are fulfilled from stores now), and it consciously framed BOPIS not as cannibalizing store sales but augmenting them. CEO Brian Cornell noted that guests use Target “because of our stores and our digital options, not one vs. the other” (Target’s Drive Up Is Red-Hot), emphasizing synergy.

Target’s success was also operational – it managed to keep efficiency even as volume exploded. By late 2022, with growth stabilizing, Target’s same-day services still grew 4.3% in Q4 on top of the huge prior gains (Target Q4 Results Top Estimates; Sees Q1, FY23 Earnings Below Market). The retailer has essentially made Drive Up a hallmark of its brand. The lesson from Target is the power of customer-centric innovation: by making click and collect ultra-convenient (fast, free, with delightful extras) and integrating it tightly with loyalty and store operations, Target drove high adoption. Smaller retailers can take note of how Target differentiates its curbside service (e.g. special perks like curbside returns) to stand out in a crowded market.

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Best Buy: Omnichannel Resilience Through BOPIS

Best Buy, the electronics retailer, provides a slightly different case – it has long used BOPIS as a way to compete against online-only rivals and to keep customers in its ecosystem. Even before the pandemic, Best Buy was known for a high rate of in-store pickup. Customers buying electronics often chose to order online and pick up at their nearest Best Buy, to get the item same-day and consult with staff if needed. In 2018, Best Buy reported that about 40% of its online orders were picked up in a store (Best Practices for Adopting a BOPIS Model | Parcel Pending). This figure remained strong and even grew: by 2023, nearly 43% of Best Buy’s online sales were picked up in stores (Best Buy online sales drop again in Q3). This is a remarkably high proportion, showing how integral BOPIS is to Best Buy’s business model. It reflects conscious strategy – Best Buy positioned its stores as convenient pickup points, leveraging their national footprint to provide almost-instant gratification on tech products.

During the 2020 store closures, Best Buy leaned heavily on curbside pickup to sustain sales. In fact, from March to June 2020 when stores were curbside-only, the chain achieved massive online growth (domestic online revenue +242% in Q2 2020 (Best Buy Saw a 242% Surge in Online Sales, As ... - Business Insider)). Nearly half of those online orders were fulfilled via curbside, as noted earlier (Business Insider: Retailers made a hard pivot to curbside pickup during the pandemic - AEO-Inc). This omnichannel strength helped Best Buy “cancel out” some of the pandemic downturn – it even led to Best Buy’s best quarter in 25 years by one measure, largely thanks to curbside pickup and delivery combining with online sales (Best Buy just had its best quarter in 25 years with home delivery ...). The company’s CEO Corie Barry highlighted how the quick pivot to curbside kept employees working and served customers’ urgent needs for home office equipment safely (Why Best Buy's CEO thinks the appointment-only shopping strategy ...). A lesson here is that a well-established BOPIS infrastructure can provide tremendous agility in crisis – Best Buy essentially became an online retailer with local pickup locations overnight.

Post-pandemic, Best Buy has continued to integrate its channels. It upgraded its mobile app to enhance store-mode features; like others, it offers an “I’m on my way” check-in for curbside (Best Practices for Adopting a BOPIS Model | Parcel Pending). Best Buy also experimented with store design changes – some stores allocate more space for order pickup and even use lockers in select locations for after-hours pickup. On the inventory side, Best Buy adjusted its fulfillment: by 2022 it shifted more e-commerce orders back to regional distribution centers for shipping, while still fulfilling 62% of online orders from stores (either via pickup or ship-from-store) (Best Buy increases reliance on distribution centers for customer ...). This indicates a balance to optimize costs while maintaining store pickup convenience for those who want it.

The result is that Best Buy has one of the highest BOPIS usage rates in retail, which helps it compete with Amazon by leveraging its physical presence. Customers enjoy the ability to get a laptop or TV the same day and consult Geek Squad if needed, something pure online competitors can’t offer. Best Buy’s case study teaches the importance of aligning BOPIS with category characteristics: electronics customers often research online and want the product immediately – Best Buy’s omnichannel approach fulfills that demand. It also shows that store pickup can account for a large share of online sales if executed well and if it truly addresses customer needs (immediacy, assurance, etc.). In essence, Best Buy turned BOPIS from a convenience into a cornerstone of its customer value proposition in the electronics market.

Comparison of Key Metrics and Features: The table below summarizes how these three retailers have performed and what unique approaches they use in their click-and-collect programs:

• Walmart: – $113B+ in U.S. click-and-collect sales (2023) – ~58% share of U.S. online grocery pickup market (The Supply Side: Walmart leads in online grocery with 37% of U.S. ...) – BOPIS ~9% of Walmart’s massive e-commerce
• Target: – Same-day pickup & delivery = 10%+ of total sales. Drive Up sales +600% in 2020 (Target’s Drive Up Is Red-Hot) (+500% late 2020) – Over 50% of online orders now via in-store/curbside pickup or Shipt (Item 7. Management's Discussion and Analysis of Financial ...)
• Best Buy: – ~43% of online sales picked up in-store (2023) (Best Buy online sales drop again in Q3) – Online sales +242% in Q2 2020 with curbside-only model (Business Insider: Retailers made a hard pivot to curbside pickup during the pandemic - AEO-Inc) – ~1/3 of total sales are online, with ~half of that via pickup

Each of these retailers leveraged their strengths – Walmart its store network and grocery dominance, Target its customer experience focus, Best Buy its product expertise and urgency – to excel in click and collect. The common thread is that strategic investment and continuous refinement of BOPIS paid off in both customer satisfaction and financial performance.

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Current and Emerging Trends in Click and Collect

The click-and-collect model continues to evolve, and retail executives should stay attuned to emerging trends that are shaping its future in the U.S. market. As of 2024–2025, some notable trends and innovations include:

• Curbside Returns and Service Consolidation: Retailers are expanding click-and-collect from just pickups to a broader service hub. Curbside returns are a growing trend – allowing customers to return or exchange online purchases without leaving their vehicle. Target’s nationwide rollout of Drive Up Returns in 2023 is a prime example (Fast and Free: All the Facts on Returns with Drive Up), and other retailers are testing similar offerings. This trend recognizes that convenience shouldn’t end at pickup; handling the full post-purchase experience (returns, warranty claims, etc.) in the curbside channel can greatly enhance loyalty. We can expect more retailers to integrate returns, and even services like curbside alterations or support, into their click-and-collect programs.
• Value-Added Partnerships (e.g. Coffee with Your Order): Another trend is combining pickup with other customer perks or partnerships to differentiate the experience. Target’s Drive Up with Starbucks (where team members deliver a Starbucks order alongside the pickup) (Target Begins Nationwide Rollout of Drive Up with Starbucks ...) garnered significant attention. This indicates a creative direction: using partnerships (coffee, dry cleaning drop-off, pharmacy drive-thru, etc.) to turn a curbside pickup into a more comprehensive errand solution for customers. Such conveniences can increase usage and give retailers a unique selling proposition. We might see other retailers partner with local cafes or services to augment their curbside offerings.
• Locker and Kiosk Proliferation: Smart pickup lockers are becoming more widespread, not just in big-box stores but also in malls and urban centers. Retailers are deploying lockers to extend pickup hours and reduce labor needs. For instance, Lowe’s installed pickup lockers at all U.S. stores and reported very high customer satisfaction rates with them (Best Practices for Adopting a BOPIS Model | Parcel Pending). Amazon’s Hub Lockers at Whole Foods and Kohl’s are other examples of offering secure self-service pickup. In the coming years, expect more retailers to adopt lockers or automated pickup kiosks, especially to serve customers in apartment-dense cities or to allow 24/7 access. This also ties into BOPIS network expansion – retailers might place lockers in non-store locations (train stations, campuses) to reach customers where they are.
• Enhanced Inventory Transparency: As inventory accuracy is critical, a trend is providing greater transparency to customers during ordering. More retailers’ apps now show which store has stock, exact quantities, and even the last time inventory was updated. Some are using AI to offer alternative pickup locations if a closest store is out of stock. In the future, we may see live inventory feeds that even account for orders in progress. Giving customers confidence that “if you can click it, it will be there to collect” is an emerging best practice. Additionally, some retailers are starting to leverage predictive inventory positioning – using data to stock stores with items that online local customers are likely to order for pickup, thereby reducing stock-outs.
• Dedicated Pickup Facilities and Drive-Thrus: A few retailers are experimenting with standalone pickup locations or drive-thru only lanes. For example, Walmart has tested a grocery pickup-only location in suburban Chicago (essentially a small warehouse where customers drive up for groceries). Similarly, some quick-service restaurants and pharmacies have integrated retail pickup into their drive-thrus. In retail, we could see the rise of micro fulfillment centers (MFCs) attached to stores that solely handle online pickup and delivery orders. These MFCs (often with automation) can prepare orders faster and let customers zip through a drive-thru style lane to collect. This trend is about scaling click and collect in high-volume areas without disrupting the main store.
• Integration of Personalization and AI: Retailers are also looking to use AI and data to personalize the BOPIS experience. This includes offering upsell recommendations specifically tailored to what the customer bought (via app notifications before pickup), or using AI to manage picking routes for staff to save time. Another nascent use of AI is predicting when a regular BOPIS customer is likely to place their next order, and pre-emptively staging high-frequency items. AI chatbots might assist customers in modifying pickup orders or choosing substitutions in real time. While early, these applications aim to make click and collect more adaptive and customer-centric.
• Sustainability and Efficiency Focus: There is a subtle trend towards marketing BOPIS as a “greener” option. By batching deliveries to a single location (the store) and having customers pick up, the carbon footprint per order can be lower than individual home deliveries. Some retailers are beginning to track and promote these sustainability aspects – for example, encouraging customers to bundle multiple orders into one pickup trip, or using electric vehicles for any curbside delivery assistance. Efficiency improvements (like better packing, reduced failed pickups) also align with cost and sustainability goals. This trend is still emerging, but as sustainability in retail gains importance, click and collect may be highlighted as an eco-friendly choice (fewer delivery trucks in neighborhoods, etc.).
• Fluctuations Post-Pandemic – Finding the Right Level: Lastly, an overarching trend is retailers fine-tuning their BOPIS offerings post-pandemic to find the optimal level. After the explosive growth in 2020, some retailers scaled back features that weren’t working (as discussed, Kohl’s ended curbside in 2022 when demand dropped (Top 500 retailers use of curbside pickup varies)). Now, retailers are analyzing data to determine which stores truly need curbside, how many parking spots to dedicate, and what the steady-state usage is. There’s a trend of right-sizing the service: ensuring its availability where valued, but not overspending where uptake is low. This means some retailers might consolidate pickup locations or invest more in regions with high adoption (like suburban areas), while offering lockers or other solutions in urban markets. The market is essentially stabilizing from emergency mode to sustainable mode.

In conclusion, click and collect in 2025 is marked by innovation and refinement. Retailers are broadening the scope of services (returns, add-ons), using technology (lockers, AI) to improve efficiency, and tailoring their strategies to customer behaviors and preferences. The competitive landscape continues to push new ideas – what was novel (curbside pickup) is now standard, so retailers differentiate with even greater convenience or unique experiences. For retail executives, staying ahead in click and collect means continually monitoring these trends, piloting new features, and scaling up the ones that resonate with customers. The convenience revolution that BOPIS began is still underway, and those who keep innovating will strengthen their connection with the modern omnichannel consumer.

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Sources:

1. Capital One Shopping Team (2024). Buy Online Pick Up In Store (BOPIS) Statistics (2024) – Key adoption figures and consumer survey results (Buy Online Pick Up In Store Statistics (2024): BOPIS Trends) (Buy Online Pick Up In Store Statistics (2024): BOPIS Trends) (Buy Online Pick Up In Store Statistics (2024): BOPIS Trends).
2. eMarketer (Dec 2023). “Grocery, in-store pickup drive click-and-collect growth.” – Forecast of U.S. click-and-collect users reaching 150.9M in 2024 (53% of population) (Grocery, in-store pickup drive click-and-collect growth) and grocery’s share of BOPIS sales (Grocery, in-store pickup drive click-and-collect growth).
3. Retail Dive – Doddle Survey (2019). “Most BOPIS shoppers make additional purchases in store.” – Found 85% of BOPIS users bought extra items on pickup and 50% chose retailers based on BOPIS availability (Most BOPIS shoppers make additional purchases in store | Retail Dive) (50% Of Shoppers Have Made A Purchase Decision Based On BOPIS Availability - Retail TouchPoints).
4. Digital Commerce 360 (Nov 21, 2023). “Best Buy online sales drop again in Q3.” – Reported 43% of Best Buy’s online sales are picked up in-store (Best Buy online sales drop again in Q3), highlighting Best Buy’s omnichannel strength.
5. Supermarket News (Apr 2025). “Target’s Drive Up Is Red-Hot.” – Described Target’s Drive Up growth (600% in early 2020) and ongoing innovations like alternate pickup person and highest fulfillment ratings (Target’s Drive Up Is Red-Hot) (Target’s Drive Up Is Red-Hot).
6. Business Insider via AEO-Inc (May 2020). “Retailers made a hard pivot to curbside pickup during the pandemic.” – Quoted Best Buy CEO on 300% online increase and ~50% of sales via curbside during early COVID (Business Insider: Retailers made a hard pivot to curbside pickup during the pandemic - AEO-Inc), plus expert comment on cost advantages of curbside (Business Insider: Retailers made a hard pivot to curbside pickup during the pandemic - AEO-Inc).
7. Signifyd Survey (2018). “BOPIS is good news/bad news for retailers.” – Survey of large retailers noting challenges: need for inventory accuracy, and 40% citing fraud concerns with BOPIS (BOPIS Statistics: Good News/Bad News for Retailer's Growth?) (BOPIS Statistics: Good News/Bad News for Retailer's Growth?); also examples like Lowe’s 60% and Home Depot 43% online orders picked up in store (BOPIS Statistics: Good News/Bad News for Retailer's Growth?).
8. Target Q4 2022 Earnings (RTT News, Mar 2023). – Stated Target’s same-day services were >10% of sales and grew 4.3% in Q4 (Target Q4 Results Top Estimates; Sees Q1, FY23 Earnings Below Market), reflecting the sustained role of BOPIS; also confirmed Target’s overall revenue impact.
9. Grocery Dive (Aug 2024). “Walmart captured 37% of grocery e-commerce spending in Q2.” – Noted Walmart’s record share of online grocery and that pickup remains the largest segment of online grocery fulfillment (Walmart captures a record 37% of U.S. eGrocery sales in Q2 2024) (Walmart breaks record with Q2 online grocery share - Chain Store Age).
10. Parcel Pending (Mar 2023 update). “Best Practices for Adopting a BOPIS Model.” – Advised on store layout (pickup at front) and cited 61% of customers make an extra purchase at pickup (Best Practices for Adopting a BOPIS Model | Parcel Pending); also highlighted locker benefits with 95%+ satisfaction stats (Best Practices for Adopting a BOPIS Model | Parcel Pending).