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COVID-19 Click & Collect Experience Programme

Measure your brand’s performance on the KPIs that matter

A mystery shopping study on your online order, pick up & delivery offerings in a socially distant world.

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Ipsos’ COVID-19 Click & Collect Experience Programme

With the increase in demand (and in competition) experienced from the first lockdown, it is a critical time to ensure your pickup and delivery offerings are consistently delivering on your brand promises.

What Is the Click & Collect Experience Programme?

The COVID-19 Click & Collect experience programme is designed to give brands who have previously offered click and collect and/or home deliver and those who are new to the game, a detailed understanding of how they are performing in the socially distanced world.

We will assess the end-to-end experience allowing you to:

  • Measure your brand’s performance on the KPIs that matter
  • Ensure you are being COVID compliant when interacting with pick-up and delivery customers
  • Benchmark against other participants offering click and collect and/or home delivery across all key measurement areas

What will we measure?

How are users experiencing your online and / or mobile ordering platforms?

Are orders accurate and product quality standards being maintained?

Were all pickup COVID-19 instructions followed by members of staff?

Were all items ordered online available and included in the order? If not, what was done?

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