Survey finds BOPIS on the rise

More than half of the U.S. consumers surveyed by Hanover Research, on behalf of Package Concierge, said they will continue to buy online and pick up purchases in-store post-pandemic.
Dan Ochwat
Executive Editor
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More than half of U.S. consumers expect to continue buying online and picking up items in-store, and nearly a third say they will increase their BOPIS frequency.

The research from Hanover Research, commissioned by Package Concierge, show consumers have grown comfortable using BOPIS as a shopping option, as many tried it for the first time during the peak pandemic months. Manhattan, Kan.-based Package Concierge, a company that provides a smart retail locker system for order fulfillment, said BOPIS usage grew nearly 500% during the pandemic.

Per the survey of nearly 1,000 consumers, more than half of current BOPIS users will continue to use the fulfillment option and a third will increase their usage. On the other hand, of the consumers who don’t consider themselves to be BOPIS users, 48% said they’re “likely to use a BOPIS fulfillment” in the next three months.

“Retailers have taken note of the accelerated BOPIS order trend and understand that consumers want choices when it comes to order fulfillment,” said Penny Lasater of Package Concierge’s retail division. “Savvy retailers are laser focused on deploying scalable and financially viable BOPIS fulfillment options that meet the demands of the consumer, while offering the COVID-related advantage of a contactless experience.”

The study also found that consumers would be open to an automated locker system for pickup, with two-thirds of consumers surveyed saying they would use it if offered and 53% say a locker option would influence their choice of retailer when shopping.