The Best of BOPIS

Shoppers rank The Home Depot, Best Buy, Bed Bath & Beyond, Kohl’s, and Target the highest in overall buy online, pickup in store (BOPIS) experience, finds an OrderDynamics, Bell and Howell, and IHL Group study.

The report is based on feedback from secret shoppers who rate their experience in the three phases of BOPIS: online purchase, notification, and in-store pickup.

Among the findings:

• Platforms: 61% of shoppers used a PC and 39% used a mobile device to make online purchases. Of shoppers using mobile devices, only 29% used a retailer’s app.
• Timeliness: Shoppers notified within four hours were 19% more likely to use the service again, and 15% more likely to recommend the service to others.
• Automation: Retailers using automated pickup saw a 28% improvement in pickup time speed.