John Lewis extends click-and-collect partnership with the Co-op
Source: Mintel 20-07-2020

UK 20-07-2020

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Department store John Lewis announced an extension of its partnership with the Co-op that will see click-and-collect available in over 500 stores by September. This allows John Lewis customers to collect the purchases from nearly 900 locations across the UK. This includes John Lewis stores, the Co-op, Waitrose and Booths.

This extension is part of the John Lewis Partnership’s move to invest in digital capabilities to increase customer experience and engagement. The company said that they had seen shifts in consumer behaviour as a result of the COVID-19 pandemic and that customers liked the convenience that click-and- collect provides.

Mintel comment:

“Click-and-collect has been a core focus for John Lewis for a number of years and not simply the highly successful collection scheme through Waitrose but also through other partners such as Collect+, Booths and indeed Co-op. However the current pandemic will have only heightened the need for more collection points due to both the businesses decision to not yet reopen all stores and consolidate its store portfolio as well as continuing consumer concerns around spending time in-store.

Indeed Mintel’s latest tracker data (9-15 July) shows that 47% of consumers are still limiting the time they try to spend in-stores and 12% say they are using click-and-collect more since the outbreak began. Indeed the number using click-and-collect more has edged up slightly since non-essential stores began to reopen and in particular for those aged 16-34 with the number using click-and-collect more jumping from 10% (28 May-3 June 2020) to now 18%.

So doubling the trial with Co-op now is logical. Consumer concerns around visiting stores remain heightened and will do into the medium term, but more than this from a long-term perspective if John Lewis is moving forward with a ‘less but better’ approach to its physical presence it needs to make it as easy and friction-free for consumers to shop with the business online.”