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Shopper rating of BOPIS services of selected U.S. retailers 2018

As of 2018, U.S. shoppers were most satisfied with the Buy Online Pick-up In-Store (BOPIS) shopping experience at Best Buy, giving it a rating of 4.7 out of 5. The Home Depot followed in second place with a rating of 4.67. Walmart's BOPIS experience was rated the least satisfactory amongst selected retailers, earning a score of 3.77.

Customer satisfaction with BOPIS (Buy Online Pickup In-Store) shopping experience with selected retailers in the United States in 2018*

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In cooperation with
IHL Group
Release date

February 2019


United States

Survey time period

October to December 2018

Special properties

300 secret shoppers were sent to research BOPIS process of selected leading retailers across the U.S.

Supplementary notes

* Rating on a five-point Likert scale where 5 is extremely satisfied and 1 is extremely dissatisfied.
The metrics used are based on the BOPIS Experience Scale, a survey instrument which asks consumers to rate their:
Online purchasing experience
In-store pickup experience
Total pickup time from entry to exit
Likeliness to recommend/use the service in the future.

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