New Look, Schuh and Argos identified as leaders in multichannel retail in latest Ampersand report
An analysis of 200 retailers in the UK has identified New Look, Schuh and Argos as leaders of multichannel in Ampersand’s latest 2019 Multichannel Retail Report
Ecommerce agency, Ampersand, has released findings from its 2019 Multichannel Retail Report, a leading whitepaper report researching the latest trends and insights in multichannel retail and identifying the top and bottom-ranking high street retailers in the UK.
Top-performing high street retailers
(in order of score)
Bottom-performing high street retailers
(in order of score)
The most improved retailers, compared to the previous Multichannel Retail Report: 2017 UK Edition, include Thomas Pink, Miu Miu, The Whiskey Shop, H&M and Mulberry. In contrast, retailers who have seen significant decreases in their score include House of Fraser, Pull&Bear, Interflora, LEGO and Russell & Bromley.
Some of the key focuses in this year’s report include click and collect, delivery and returns. Only 25% of retailers offer comprehensive click and collect options to both stores and non-store locations, however, a significant 79% of retailers do offer this service for free. The average cost for delivery has seen a 38% decrease to £4.26, and a significant 81% of retailers can now offer next-day delivery. Alongside delivery and click and collect options, the report also identifies insight into returns, reporting that 18% of retailers now offer free returns by home collection.
Other findings include:
- 35% of retailers now offer in-store stock check functionality online
- 62% of retailers now offer mobile geolocation for stock checkers and store finders
- The average cost of click and collect, amongst retailers who do charge, is £2.78
- 18% of retailers always offer free delivery, regardless of spend
- Only 7% of retailers offer same day delivery, at an average cost of £11.07
The unique Ampersand Retail Matrix score for each retailer is taken from a comprehensive scoring algorithm, based on the core tenets of multichannel retailing online and rewards retailers for convenience and customer experience. The scoring system takes into account mobile performance, positive UX, multichannel technologies, click and collect, delivery, returns and payment.
Darryl Adie, CEO of Ampersand, comments that “the real winners in this year’s report have integrated the digital and the physical. They have invested in convenient delivery, speedy click and collect and easy returns. For retailers locked-in to legacy, monolithic platforms these are the hardest to tackle but their survival depends on matching the accelerating pace of change. Without this, they will never meet the growing demands of tomorrow’s shopper.”
The agency’s 2019 Multichannel Retail Report is out now, including detailed scoring information and the full ranking of the 200 retailers.
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