What you need to know about Buy Online Pick-up In Store (BOPIS). Major statistics about consumer preferences and performance of retailer's BOPIS Programs. Are you omnichannel?

1. 21 Facts & Statistics
On Why You Need to Devote More Budget to
BOPIS & BORIS
(Buy Online Pick-up In Store & Buy Online Return In Store)

2. 83% of U.S. and U.K. consumers say
they value physical stores over the
web for returning items, regardless of
the device they purchased on. (https://www.
internetretailer.com/2013/10/18/many-online-shoppers-prefer-return-items-stores)

3. Sixty-three percent of shoppers buy
online and pickup in-store at least a few
times per year. (http://www.hubmagazine.com/the-hub-magazine/bopis-bisbo-082814/)

4. 74 percent of retailers provide robust
communication throughout the
transaction (e.g., an email alerting the
customer that their product is ready to
be picked up).

5. Yet only half support text
messaging or mobile
notifications.

6. Omnichannel fulfillment represents a strategic advantage
in that retailers can leverage inventory across multiple
locations and streamline fulfillment processes, reducing
operational costs and enhancing the customer experience.
(http://www.retailonlineintegration.com/article/bopis-retails-next-frontier-competitive-advantage/1)

7. Only 45% of retailers have extended
BOPIS capabilities to include the
ability to ship products from
fulfillment centers to stores.

8. 25% provide real-
time visibility to
inventory levels.

9. 16 percent suggest
alternatives for out-of-
stock products.

10. House of Fraser (UK), fulfills
35% of all online sales with
BOPIS even though they only
operate 60 stores.

11. Omnichannel
customers are 21%
more profitable.

12. More unplanned
purchases when
shoppers visit the store
(40% vs only 25%)

13. BOPIS Benefits
● Strategic advantage in inventory fulfillment.
● Cheaper fulfillment.
● Higher margins.
● Cost savings.
● Faster delivery.
● Connecting customer data from online to offline for
insights down the road.
● Larger basket sizes.
● Higher conversion rates.

14. More than half, 53%, of the more than
3,000 online U.S. adults surveyed say
they expect notification in two hours
or less that orders are ready for
pickup. (https://www.internetretailer.com/2015/01/06/while-shoppers-store-pickup-it-tough-do-
well)

15. Studies show that BOPIS don’
t actually impact a
significant difference
between regular shopping
experience. (http://happycustomer.stellaservice.com/2014/12/30/stellaservice-
study-bopis-isnt-a-big-time-saver-for-shoppers/)

16. To keep up with customer expectations:
retailers can’t just offer any regular
BOPIS program, they have to offer a
convenient one.

17. Shoppers can also become highly
frustrated when a product they
want is out of stock at the store.

18. Nearly 80% of purchases are
researched online, and one of
consumers’ objections to purchasing
online is they haven't touched or seen
the product.

19. “Operationally, shipping or pickup from stores
expedites delivery and optimizes inventory
across the store network, which does much to
improve efficiency and cost savings,” says Dan
Farmer, A.T. Kearney

20. In-store pickup of online orders is only one
step in what is a multi-year, multi-step
journey...

21. ...but it’s an essential step as it drives traffic
to stores where retailers have the opportunity
to create differentiated experiences.

22. Helps make BOPIS better:
● Real time updates on in-
store orders.
● Customers don’t have to
wait in line.
● info@lineapple.com
● Thanks!