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Picture this: You’re running a bustling restaurant on a Friday night, the phones are ringing off the hook, and online orders are streaming in. You’ve got dine-in guests, takeaway orders, and even a flurry of people picking up meals they pre-ordered online. The last of these scenarios—where customers order in advance and then collect on-site—is what we call Click & Collect. A simple digital transaction, a quick visit to your venue, and off they go with a hot meal in hand. This approach has gained massive traction in the United Kingdom over the past few years and, if industry forecasts are on point, it’s set to become the fastest-growing dining trend by 2025.
Click & Collect is essentially an online ordering system that allows customers to browse your menu via a website or mobile app, place their order, pay ahead of time, and then pick up their food at the specified time. While delivery services remain popular, many diners prefer collecting meals themselves to save on delivery fees and waiting times. In fact, according to Statista, the UK’s Click & Collect sales are projected to keep climbing at a steady rate, highlighting the importance of this approach in a competitive market.
In an era dominated by convenience, the UK consumer has embraced digital platforms in all aspects of life—from grocery shopping to banking and, of course, restaurant orders. Several factors make Click & Collect uniquely suited to British diners’ needs:
For restaurant owners, embracing Click & Collect means tapping into a customer base that prioritises efficiency. When executed correctly, this can be a valuable revenue channel that complements both dine-in and delivery segments.
Over the last few years, consumer habits in the UK have shifted dramatically. With an increasing number of people working from home or adopting hybrid work models, the typical “quick lunch break” scenario has evolved. Instead of customers heading to the local cafe for a sit-down meal, many prefer to order online and pick up while running errands.
Additionally, the rising costs of living have nudged people to become savvier with their spending. Rather than paying for delivery service charges, customers are far more willing to swing by the restaurant themselves if that means getting the same quality meal for less. It’s this combination of financial caution and appetite for convenience that’s spurring Click & Collect growth in the UK.
Allow me to share an example from my own consulting days: A family-run bistro in Manchester decided to trial a Click & Collect option. They noticed a surge in orders during lunchtime—perfect for local office workers looking for a quick meal. However, once many companies shifted to remote or hybrid work, these office workers were no longer concentrated in one area. The bistro feared this would mean fewer lunch orders. But the owners soon discovered that these workers, now often home-based and mindful of spending, loved the convenience of picking up takeout on their own time. In just a few months, Click & Collect orders nearly doubled, more than offsetting losses from reduced dine-in traffic.
This scenario underscores how adaptable and resilient the Click & Collect model can be. It grants a measure of flexibility that traditional dining models can’t always match. An office break might no longer be the key ordering window, but now people can pick up a freshly prepared meal in the afternoon, between childcare duties and Zoom calls, or whenever their schedule allows.
At the heart of this dining trend is technology. Setting up a Click & Collect system demands a few core components:
This might sound like a lot of moving parts. But there are solutions that simplify the process. sunday, for instance, eliminates several payment bottlenecks with a streamlined QR code system. You can also encourage customers to leave a tip and post a Google review without burdening them with extra steps. That’s the kind of integrated approach that suits busy hospitality professionals who want a direct path from order to pickup—no more fiddly processes or lost orders in transit.
Click & Collect success hinges on the in-venue pickup process. Even the most refined online ordering platform can’t fix a chaotic handover at the restaurant. Consider implementing these best practices:
Remember, the design of your pickup space says a lot about your brand. A neat, organised environment that’s easy to navigate instils confidence. When customers arrive and feel well-directed, their entire experience is more pleasant and efficient. It sets the tone for repeat business.
Wondering if Click & Collect is worth the effort? Let’s look at some of its most compelling advantages:
In short, Click & Collect helps restaurants become more agile. Instead of spreading resources thin across multiple sales channels—like delivery, dine-in, or third-party ordering—you gain a self-contained system that you can manage in-house. This fosters brand loyalty, which is a powerful asset in a market driven by convenience and cost-effectiveness.
The difference between a one-time Click & Collect order and a customer who returns every week often lies in loyalty programmes and personalised experiences. Consider these strategies:
If you’re using advanced POS software, it can be integrated with your online ordering system to track each person’s preferences. The next time they log in, they might see recommended dishes or special deals. This level of personalisation can turn an occasional buyer into a loyal regular who can’t wait to order from you again.
Let’s talk numbers. Imagine a mid-sized restaurant doing an extra 20 Click & Collect orders per day at an average order value of £15. That’s an additional £300 of revenue daily. Over a month, you’re adding roughly £9,000 in revenue. When factoring in the lower labour costs (compared to table service and the absence of delivery fees), this can significantly boost your bottom line.
Furthermore, resource management becomes easier. You can prep for scheduled pickups, reducing waste and streamlining kitchen operations. When people pre-order, there’s less guesswork involved. You’re also less dependent on unpredictable table turnover, allowing the dining room to remain relaxed and well-managed.
Getting started doesn’t have to be stressful. Here’s a quick roadmap:
It’s crucial to maintain consistency. If your Click & Collect service promises orders ready in 15 minutes, you should, as much as possible, stick to that. Reliability builds trust, and timely handovers keep customers coming back.
No roll-out is flawless, and Click & Collect is no exception. Beware of the following pitfalls:
Keep refining the process. Celebrate small wins—like your first positive review about the pickup experience—and learn from missteps. It might take time to reach a perfect balance, but once your system is smooth, it becomes a reliable revenue generator.
According to projections from various industry bodies, including UKHospitality, the demand for at-home dining solutions is expected to remain on an upward trajectory. With widespread access to digital devices, location-based marketing, and ongoing consumer preference for convenience, the future of Click & Collect in the UK is promising to say the least.
Experts predict that by 2025, Click & Collect will represent one of the fastest-growing dining segments, rivaling and possibly eclipsing traditional food delivery in certain categories. The shift won’t just be about technology; it’ll be about rethinking how British dining culture can adapt to rapid changes in consumer behaviours. For many restaurant owners, now is the time to invest in flexible infrastructure and to develop digital fluency—both front and back of house.
Let’s circle back to a real-life example—imagine a modern pub near Shoreditch. It prides itself on craft ales and modern British fare. After noticing an increase in online queries about takeaway orders, the pub’s leadership decided to pilot a Click & Collect programme. Here’s what they did:
Within three months, orders via Click & Collect skyrocketed, particularly during Friday evenings and lazy weekend afternoons. This new channel complemented their existing patronage, leading to higher sales overall. They even noticed a bump in bar sales because some customers decided to hang around for a quick drink while their order was being finalised. The key takeaway? Properly executed Click & Collect doesn’t replace dine-in; it augments your overall platform.
As you refine your approach, don’t underestimate the role of a good payment setup. An integrated method that accepts various cards, digital wallets, and even QR-based payments is crucial. That’s where a solution like sunday can come into play. With the simplicity of scanning a QR code, your guests can handle everything from payment to tipping without fumbling around for a physical card machine. This ease of use isn’t just good for the customer; it minimises friction for staff, too, who can focus more on quality service than on lengthy payment processes.
In an age where many diners think twice about physically handling menus or making small talk with staff, digital payment solutions offer a sense of safety and control. Although personal interaction remains vital, especially in a warm, welcoming environment, the option of a quick, contact-free payout can be a game-changer for both staff efficiency and customer patience.
Rolling out a Click & Collect service can feel daunting, especially for smaller, independent restaurants juggling a thousand tasks. But with a clear roadmap, dependable technology, and a staff ready to adapt, it’s entirely possible to weave Click & Collect into your day-to-day operations smoothly. The gains in efficiency, revenue, and customer satisfaction will likely outweigh the initial investment, setting you up for success in an evolving market.
On top of that, many UK diners cherish the idea of flexible, fuss-free dining. They can choose to dine in for a leisurely meal, click and collect a feast to share at home with family, or meet with friends on neutral ground to pick up collectively before heading somewhere else. This freedom resonates with Britain’s diverse and busy population. Giving them an option that marries convenience and restaurant-quality meals is, frankly, a winning formula.
Your restaurant is unique. Your brand identity, menu offerings, and customer base set you apart from the competition. Why not let that originality shine in your pickup experience? Here are some tips to add a dash of personality:
These might seem like small touches, but they can yield big results in customer retention. Many diners share their pickup experiences on social media, effectively becoming brand ambassadors. Word-of-mouth marketing can be especially powerful in local communities, as potential customers often trust personal recommendations more than ads.
The hospitality business is an ever-shifting landscape. In the UK, legislative changes and consumer trends can transform what customers expect from restaurants virtually overnight. Staying informed is crucial. Keep an eye on local regulations to ensure you’re in line with health and safety standards—including those specific to takeaway and pickup services.
It’s also a good idea to collect feedback directly from your customers. A quick online survey or an encouragement to leave reviews can help you understand what’s working and what isn’t. The benefit of Click & Collect is that you already have a direct channel to your customers—you can leverage that to fine-tune your offerings and service over time.
Often, yes. Because there are fewer commission fees to pay and no delivery staff to hire, Click & Collect can yield a higher profit margin per order. Additionally, it drives in-person foot traffic, opening opportunities for further sales.
Absolutely. Even smaller venues can benefit greatly from Click & Collect. The key is choosing intuitive technology and training staff to handle digital orders seamlessly. Start small, test the system, and refine as you go.
You’ll need an online ordering platform, a secure card reader or POS solution to process payments, and a clear area for pickups. Ensure you also have the software that notifies both staff and customers about order statuses.
Leverage social media, email marketing, and in-store promotion. You can also offer a small incentive—like a discount on the first Click & Collect order—to entice people to try it out. Encouraging reviews on Google or social media can also help spread the word quickly.
In that case, you can integrate with third-party tools that handle menu display and payment processing for you. Some systems provide a widget you can embed on your website or even a separate landing page for orders. Just make sure they align with UK data protection and payment regulations.
Embracing this fast-growing dining trend needn’t be complicated. With a clear plan and modern tools, you can expand your customer base, adapt to changing consumer behaviours, and carve out a robust Click & Collect arm of your business—one that may soon become a defining feature of the UK dining scene leading into 2025 and beyond.
