20,000 Shop Direct Group customers using CollectPlus every week
20,000 Shop Direct Group customers use CollectPlus every week, just a year after the innovative logistics company’s services were first offered. CollectPlus, which allows online and mail order customers to pick up purchases or drop off returns at participating local stores, within the Paypoint network, now handles parcels for Shop Direct Group brands including Woolworths.co.uk, Littlewoods and Kays. Building on this momentum, Very.co.uk is running a joint marketing exercise with CollectPlus promoting its convenient returns service.
Driven by consumer choice, CollectPlus is taking an increasing share of overall Shop Direct Group’s deliveries and returns from more traditional logistics companies, such as Royal Mail.
Research1 has shown that the positive experience customers have had of the CollectPlus service is driving loyalty to Shop Direct Group’s brands. That over half of the Shop Direct customers using CollectPlus take advantage of the service’s non-traditional opening hours is indicative of the wider demand from those that shop online for a delivery and returns service that fits with busy lives.
Keith Basnett, Chief Operating Officer at Shop Direct Group, says of the flourishing relationship with CollectPlus:
“For Shop Direct Group, offering customers the right service is essential to ensuring they come back to our brands again and again. A very big part of this is handling the often tricky question of returns. We invite our customers to use their home as their changing rooms and, if they wish to return an item, we do not want any of them to have to face lengthy queues to return something. Providing customers with the choice of CollectPlus, where they can drop off parcels at a time suitable for them, is a great way to ensure that Shop Direct Group’s brands are providing a seamless service. That so many of our customers are choosing the service is a testament to how easy and convenient CollectPlus is to use.”
Mark Lewis, Chief Executive of CollectPlus, says:
“We’re delighted to be able to offer consumers greater choice and convenience through such strong brands. CollectPlus has a great service to offer retailers and their customers – 75% of people living in urban areas are less than a mile from their closest CollectPlus store and with all of them open beyond traditional hours, and 99% open on Sunday as well, it is one as convenient as it is local. That convenience is the reason why so many customers of Shop Direct Group’s brands trust CollectPlus with their purchases.”
 SDG Customer Analysis, September 2010