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2022 Digital Experience Benchmark Report: Buy Online, Pick Up In Store

If your business has considered adding 'buy online, pick-up in store' (BOPIS) to your omnichannel retail strategy, it’s critical to understand what it is, how it works, and the benefits for you and your customers.

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About this study

The 2022 Retail Buy Online, Pickup In-Store (BOPIS) Digital Experience Benchmark Report measures customer expectations, content and website user experience across nine of the top global retail brands.

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The quantitative study benchmarks the online buying for pick up in-store (BOPIS) shopping journey, including:

-Choosing a location

-Organic browse/search to find a specific product available for pickup

-Adding items to your cart, available for pickup

The study also benchmarks the competitors on four attitudinal measures including: usability, trust, appearance, and loyalty and is based on the responses of consumers aged 25+ who live in the United States, have purchased online in the last 6 months, and have purchased for in-store or curbside pickup at least once. The study was fielded between Sept. 20-30, 2022 and takes a unique mixed-methods approach – combining quantitative and qualitative insights in one study.

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Our team has conducted research focused on experiences in grocery, life insurance, pharmaceuticals, and retail cosmetics

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UserZoom’s industry UX benchmark reports and custom competitive UX benchmarking projects are available for purchase.

If you’re interested in subscribing to an individual report, learning more about our competitive UX benchmarking insights subscription, or want to find out which additional industries will be benchmarked this year, please fill out the form and we’ll be in touch.

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