White Papers - Free Research

What Makes For Great Store Pickup Experience


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Product Overview

Date of PublicationSeptember 10, 2019
GeographyWorldwide or by Region
LicenseEnterprise-Wide Internal - Subject to Fair Use License
FormatAdobe PDF

Without question the greatest area of retail growth in North America is Buy Online Pickup In Store (BOPIS).  And the final process is the actual store pickup execution which is the most important of all the execution areas in the BOPIS process.

This research, completed along with Secret Shopper, looks at the current state of the top retailers and their BOPIS process online via desktop and mobile.  We sent 300 Secret Shoppers to these 10 retailers all over the country.  Specifically, we had the shoppers rate the online experience, time for notification, and the pickup experience among other areas.  It ranks specific retailers in the process based on their performance and highlights those areas that are true differentiators among consumers and their evaluation of the process.

An independent study with IHL and Secret Shopper, the data is made available thanks to:







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