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Multi-channel Retail Report: 2016

Report exposes best and worst performing UK multi-channel retailers…

The eCommerce analyst group, Ampersand, has released its annual ‘Multi-channel Retail Report: 2016‘ which, based on Ampersand’s Real Matrix scoring mechanism, explores the best and worst performing multi-channel retailers and details core strategic methods for improving the customer service experience.

Surveying 160 retailers with a high street and online presence, the research suggested that chains including Argos, River Island and Halfords are the top performing retailers in multi-channel integration, whereas companies such as Thorntons, Mulberry and Lloyds Pharmacy were analysed as some of the worst performing in the sector.

Furthermore, delivery and return operations continues to prove a complex operation in regards to options and pricing, with just 24 per cent of retailers offering same or next-day click and collect and is  significantly lower than the 40 per cent of retailers calculated in the 2015 report.

Darryl Adie, managing director at Ampersand commented: “A truly multi-channel offering requires an understanding of customer behaviour across all shopping channels and how this should impact your overall business strategy. 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 benchmark against and use to develop their multi-channel strategy.”

The report also revealed that 66 per cent do not advertise free postal returns for online purchases; in addition to 62 per cent currently offering real-time stock availability.

Download the full report here