Merchant Exchange
A new survey of 300 UK branch managers by MRA Reports has found that 67% of general builders’ merchants expect Click & Collect sales to increase at their branch over the next 12 months, highlighting the continued shift towards more flexible purchasing and collection options.
The findings form part of MRA Reports’ latest quarterly update on the UK builders’ merchants market, which reviews key market developments, M&A activity and updated forecasts through to 2030, alongside feedback from merchants.
The survey asked branch managers about the delivery and collection services currently available to customers. More than 90% of general builders’ merchant branches now offer Next Day Delivery, although the standard delivery timeframe varies between businesses, with some offering three-to-five-day delivery as standard.
Click & Collect has also become increasingly widespread, with more than three quarters of branches now offering the service.
While Same Day Delivery is less widely available, merchants highlighted that actual delivery times can often depend on branch capacity and workload. As a result, customers may receive same-day delivery even where it is not formally advertised as a standard service.
Looking ahead, a net 62% of branch managers expect Click & Collect to account for a greater share of sales over the next 12 months.
Several merchants highlighted the recent introduction of Click & Collect at their branches, combined with growing online sales, as providing significant potential for further growth.
The survey also points to changing customer expectations around delivery. While not every merchant currently offers Same Day Delivery, a net 29% expect demand for the service to increase over the next year. However, 10% expect Same Day Delivery to decrease as branches become busier and capacity becomes more limited.
Anna Eriksson of MRA Building Market Reports said the research shows a continuing increase in the number of merchants offering Click & Collect, with some businesses actively investing in their online sales channels and setting ambitious growth targets.
She added that while Same Day Delivery can be affected by branch workloads, merchants remain highly focused on meeting customer requirements wherever possible. The service is often provided as an additional option rather than a guaranteed promise, with expectations particularly high among DIY customers and those working on weather-dependent projects.
Despite the long-term trend towards faster delivery and increased use of Click & Collect, MRA Reports says some short-term factors are influencing customer behaviour. With fuel and material prices remaining high, some customers are prepared to wait longer for deliveries if it allows them to avoid additional delivery charges.
The findings suggest that Click & Collect and faster delivery will continue to play an increasingly important role in the UK builders’ merchants sector, as merchants respond to changing customer expectations and the continued growth of online purchasing.
