Co-op launches service hatch to make click & collect faster

Co-op has ‘hatched’ a plan to cut queues and make Click and Collect even more convenient with trials of a dedicated external service hatch to enable customers to grab their shopping and go.

The convenience retailer has launched the new service in Lewes Road, Brighton – a store which had been identified as one of Co-op’s busiest in the UK for Click & Collect orders through both its own online shop and the Deliveroo App. The initiative is designed to enable time-pressed shoppers to pick up orders placed online without having to go in store and queue.

Co-op has rolled out its online offer at pace since 2019, and expects to have approaching 2,000 of its stores offering a Click & Collect service by the end of the year. Co-op’s on-demand convenience model sees stores act as micro-distribution hubs with groceries selected fresh in local stores and available for collection, or delivered quickly, in the local community.

Chris Conway, Co-op’s eCommerce Director, said, “Making shopping quick, easy and convenient for our Members and customers is at the very heart of our approach. We know that as a convenience retailer, the ability to come into stores is important to customers, but we also know that they want flexible options online and the ability to shop with speed.

'Our new trials will not only speed up Click and Collect but also reduce queuing times for those who shop in store, supporting our goal of providing what our customers want and need, however or wherever they choose to shop with us.”

Co-op has rapidly scaled its online offer both through its own online shop – coop.co.uk/shop – and, with partners including: Deliveroo – where Co-op is the most widely available supermarket on the Deliveroo app; Amazon Prime and, autonomous robot deliveries with Starship Technologies.

FS News Editor Becky says, 'Bravo Co-op! Most of us want greater speed and convenience when it comes to grocery shopping so this hatch concept will undoubtedly be a great success. Some QSR and restaurant brands installed hatches during the pandemic, and proved so popular, they are set to stay. Now we can expect to see more c-store chains following in Co-op's footsteps as demand for faster, easier options continues.'