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Survey Finds Buy Online Pick-up In-store (BOPIS) Is New Normal

by Qudini Administrator

A new survey of 2,000+ US consumers finds consumers are “more likely” to use buy online pick-up in-store (BOPIS) services at both essential and non-essential retailers during the coronavirus outbreak. 

A recent online survey of 2,028 US consumers by retail SaaS provider, Qudini, found that 62% of respondents are “more likely” to use buy online pick-up in-store (BOPIS) services at essential stores and non-essential stores during the coronavirus outbreak.

When looking at essential stores alone, such as grocery or pharmacy stores, 67% of respondents are “more likely” to use BOPIS services during the coronavirus outbreak, while an additional 25% said they are “neither more or less likely”.

Charts showing how likely consumers are to use Buy Online Pick-Up In-Store (BOPIS) services during Covid in grocery, pharamcy and other retail stores

Half of respondents (50%) said they are “more likely” to use BOPIS services with “other retailers in general” (or non-essential stores), while an additional 35% said they are “neither more or less likely”. 

Considerably fewer respondents said that they would be less likely than normal to use BOPIS services at “essential stores” (7%) and “Other retailers in general” (13%). This is likely linked to the high percentage of consumers avoiding stores entirely where possible, with 14% avoiding grocery stores, 30% avoiding pharmacies and an average of 75-87% avoiding all other types of retailers before the lockdowns came into place.

Segmentation of these insights by generation shows 65% of Millennial, 65% of Generation X, and 62% of Generation Z consumers are “more likely” to increase their use of BOPIS services at both essential and non-essential stores during the coronavirus outbreak. 

Our survey also enquired about the frequency at which consumers use BOPIS services during Covid-19. While just over three quarters (76%) said they use BOPIS services to some degree, only 14% do so frequently. An additional 31% of respondents use pick-up in-store services occasionally and another 31% do so rarely – the remaining 24% of respondents never use BOPIS services.

Charts show 2,028 US responses to question: “How often, if at all, do you normally use click and collect in stores (services where you buy online and pick-up in-store)?”

The use of BOPIS services across generations differs significantly, with 20% of Generation X consumers stating they are frequent users, followed by 16% of Millennials, and 11% Generation Z. Baby Boomers are five times less likely to use BOPIS services frequently than Generation X, at just 4%.

Men are twice as likely to be frequent users of BOPIS than women, but both are equally as likely to increase their use during Covid-19.

Qudini’s CEO and Co-Founder, Imogen Wethered, says:

“With a significant part of the population (62%) planning to increase their use of BOPIS services, including half (53%) of Baby Boomers, Covid-19 could be a catalyst for a new, more omni-channel focused future. This would be a positive step for any retailer, as omni-channel customers are known for spending more and retaining for longer.” 

“To support social distancing at this essential time and to leverage this future omni-channel growth potential, retailers should look to perfect their BOPIS experience and demonstrate its value and convenience to customers. A number of global retailers, including Walmart, Nike and Tesco, are implementing BOPIS check-in systems that allow them to know exactly when their customers have arrived so they can get orders to them faster, whether in-store or at the curbside.”

“Qudini has been working with leading global retailers to deploy innovative BOPIS check-in systems that help ensure social distancing while providing a slick experience that their customers return to.”

Download the report here.

About the survey

In March 23-30, 2020, we surveyed 2,028 consumers between the ages of 16 and 90+ years old from across 21 different cities and regions in the Northeast, Southeast, Midwest, Southwest and West of the United States of America about their relationships with retail banks. We classified Generation Z as being between 16 and 22 years old, Millennials as being between 23 and 38 years old, Generation X as being between 39 and 54 years old and Baby Boomers as being between 55 and older.

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Peak season is just around the corner!

Have you thought about how you’re going to manage peak season traffic this winter?

New best practice guide

Our new best practice guide explains how Appointment Booking Landing pages will drive traffic to your in-store and virtual appointment services.

Latest consumer survey report

Our latest consumer survey report shows which types of retail stores and banks customers want to be able to schedule appointments within…

Recent consumer survey report

Our recent consumer survey report shows how the pandemic has changed consumer shopping habits and which habits will be here to stay…

Upcoming Webinar

Our Upcoming Webinar will present consumer insights on how the pandemic has changed consumer shopping habits. Sign-up below for Tuesday October 12th (2pm ET | 11am PT).