Hoed Click & Collect/Delivery

It takes a virus to sweep the world to prove just how beneficial online purchasing is. But what is the customer experience really like?

Modern trends within retail make it a fast-moving place for retailers themselves. Whether you own a small boutique or run a large chain of stores, there are many options to consider. From making sure your online eCommerce platform functions properly to selling via online marketplaces, as well as in-store. It is a constant battle to keep on top of everything and to know just how well (or not) you are performing.

Covertly audit both purchase options on a regular basis to gain important insights, enabling necessary changes to be made, thus further enhancing your customers’ online experience.

Measure the opportunity to ‘upsell’ when the customer comes in to collect their purchase. On time, as promised for both Collect and Deliver, is everything. Get this wrong and you may lose a customer forever. There are many other variables such as ID checks (or not), incorrect orders, product damage and the dreaded product ‘return’ itself. Was the order process effortless, navigation easy, delivery or collection as requested? Measure, measure, measure…and keep measuring.


To find out more, please contact the Hoed team to discuss your business requirements.


There are a variety of other services offered by Hoed Research, see below for examples:

  • Location Assessments (FTF) – covert face-to-face surveys
  • Audit & Compliance Checks – overt or covert assessments
  • Notified Assessments – overt measure of training success
  • Consumer Insights – product sales evaluation
  • Customer roleplay – for training purposes
  • BTB Insights – instore offering / promotional monies well spent
  • Merchandising – instore displays and merchandising
  • Telephone Surveys – customer experience
  • Web / Email Surveys – ease of use / response
  • Online Purchase – ease of use through to payment & delivery
  • Click & Collect – online purchase and store collection
  • Exit Interviews – visiting customer feedback
  • Net Promoter Score (NPS) – brand health check
  • BTB – Customer Experience Surveys – online via dashboard
  • Price Integrity – own or competitor pricing
  • Video Surveys – use of hidden video camera with audio
  • Audio Surveys – use of hidden audio recorders
  • Customer / Consumer roleplay – assist with training modules
  • Competitor Comparison Surveys – measuring the competition
  • Reveal Surveys – reveals for promotional purposes
  • Employee Satisfaction – direct feedback
  • Health & Safety – measuring compliance
  • Post Induction Surveys – measuring on-boarding success
  • Franchise Compliance Surveys – meeting required standards
  • Parallel Importing Surveys – illegal / copy product sales
  • Liquor, Tobacco & Gambling Compliance – standards & age restrictions
  • Loss Prevention Surveys – shrinkage appraisal
  • Best Shop Surveys – single brand or group competition
  • Real-time Customer Feedback – using Vigil Immediate
  • Vigil Engage with OKRs

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