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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Customer satisfaction with BOPIS (Buy Online Pickup In-Store) shopping experience with selected retailers in the United States in 2018*
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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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IHL Group. (February 20, 2019). Customer satisfaction with BOPIS (Buy Online Pickup In-Store) shopping experience with selected retailers in the United States in 2018* [Graph]. In Statista. Retrieved April 29, 2025, from https://www.statista.com/statistics/1143234/bopis-customer-satisfaction-with-selected-retailers-us/
IHL Group. "Customer satisfaction with BOPIS (Buy Online Pickup In-Store) shopping experience with selected retailers in the United States in 2018*." Chart. February 20, 2019. Statista. Accessed April 29, 2025. https://www.statista.com/statistics/1143234/bopis-customer-satisfaction-with-selected-retailers-us/
IHL Group. (2019). Customer satisfaction with BOPIS (Buy Online Pickup In-Store) shopping experience with selected retailers in the United States in 2018*. Statista. Statista Inc.. Accessed: April 29, 2025. https://www.statista.com/statistics/1143234/bopis-customer-satisfaction-with-selected-retailers-us/
IHL Group. "Customer Satisfaction with Bopis (Buy Online Pickup In-store) Shopping Experience with Selected Retailers in The United States in 2018*." Statista, Statista Inc., 20 Feb 2019, https://www.statista.com/statistics/1143234/bopis-customer-satisfaction-with-selected-retailers-us/
IHL Group, Customer satisfaction with BOPIS (Buy Online Pickup In-Store) shopping experience with selected retailers in the United States in 2018* Statista, https://www.statista.com/statistics/1143234/bopis-customer-satisfaction-with-selected-retailers-us/ (last visited April 29, 2025)
Customer satisfaction with BOPIS (Buy Online Pickup In-Store) shopping experience with selected retailers in the United States in 2018* [Graph], IHL Group, February 20, 2019. [Online]. Available: https://www.statista.com/statistics/1143234/bopis-customer-satisfaction-with-selected-retailers-us/
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