The best and worst performing UK multi-channel retailers
Ecommerce agency Ampersand has revealed findings in its Multi-channel Retail Report, which identifies the top and bottom-ranking multi-channel retail brands in the UK.
Using its Retail Matrix*, a scoring mechanism designed to rate retailers based on the core tenets of multi-channel retailing, Ampersand has highlighted the following retailers as those to benchmark against and those who need to up their game:
Top overall rated multi-channel retailers : Schuh, Argos, House of Fraser, Halfords, Kurt Geiger, Screwfix, Evans CyclesSimply Be, Cotswold Outdoor, River Island
Bottom overall rated multi-channel retailers: F Hinds, Thorntons, HI Weldricks, Lloyds Pharmacy, Multiyork Furniture, Scribbler, Dior, Mulberry, Thomas Pink, Hoopers
The report surveys over 160 UK retailers that have a high street presence and sell online. Delivery and return continues to be one of the more complex categories with a myriad of options and pricing. Only 24% of retailers offer same or next-day click and collect. This is significantly lower than the 2015 report which found that 40% of retailers surveyed offered same or next day click and collect options. Of those that offer click a d collect nearly two thirds are offering it for free, however one third of retailers surveyed still don’t offer a click and collect service at all.
Retailers are adding geolocation (the technology that allows a website to 'see' where a visitor is located by their IP Address) features to their mobile site (59% offering automatic geolocation) but not as many have this option enabled on their desktop sites (only 28% offer automatic geolocation on a desktop). Could this indicate that retailers are understanding that mobile is used in a different way to desktop when consumers are shopping online?
Other findings include:
• 7 of the 163 stores still don’t offer a mobile optimised transactional website, including the large retailer Next.
• 66% do not advertise free postal returns for online purchases
• 62% of retailers now offer real-time stock availability which is an improvement of 20% from the 2015 report.
“A truly multi-channel offering requires an understanding of customer behaviour across all shopping channels and how this should impact your overall business strategy.” said Darryl Adie, Managing Director, Ampersand.
“Many retailers are still taking a siloed approach to ecommerce, Ampersand hopes to encourage an integrated approach to retail across all channels through our report. Our research provides retailers with a quantitative framework for measurement which they can bench mark against and use to develop their multi-channel strategy.”
To view the full report, go to our website.
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