Case studies

Indicator takes a deep dive into retailers’ digital strategies

Determine which capabilities are being used by some of the leading retailers to support their strategy, and areas where others could improve.

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2018 case studies

asos-package-delivery

Why Asos is cream of the crop

2018-07-13T18:30:00+01:00

Badging itself a technology company as much as a fashion retailer, it’s logical that Asos is at the top of the pile when it comes to customer-facing digital capabilities.

Tesco Evesham fasca

Why Tesco closed Tesco Direct

2018-07-13T18:30:00+01:00

Tesco finished fourth in the Retail Week Indicator after a strong showing across the board, but could have placed higher were it not for the closure of its Tesco Direct non-food website.

Screwfix 2

Screwfix: The most convenient DIY retailer

2018-07-13T18:30:00+01:00

Screwfix has long been the jewel in the Kingfisher crown by being the most convenient place for its tradesperson customers to shop.

schuh

Schuh's tech-laden store simplifies shopping

2018-07-13T18:30:00+01:00

Footwear retailer Schuh sells other brands’ product, so it must ensure it puts its best foot forward with its customer experience.

John-Lewis-Waitrose

John Lewis v Waitrose: The deep digital divide within the Partnership

2018-07-13T18:30:00+01:00

In its ‘Modern Waitrose’ strategy, the upmarket grocer set itself the goal of being “brilliant online”.

Ocado warehouse andover1

How robots run Ocado’s warehouses

2018-07-13T18:30:00+01:00

Ocado’s journey from online grocer to global technology provider has not been without its hurdles – and perennial doubters – but the company has now firmly established itself as a tech titan.

  • Marketing

    We scored retailers across loyalty, user-generated content, social media presence, paid and natural search, product accessibility, retargeting and email marketing.

  • Logistics & Customer Service

    We reviewed delivery and return propositions, from standard delivery through to one-hour delivery, as well as retailers’ customer service offers.

  • Cross-channel

    We considered how well-connected retailers are across online and offline, from in-store Wi-Fi and click-and-collect, to geo-location and a single view of stock.

  • Ecommerce

    We looked at user experience across desktop and mobile, starting from search through to download speed, to product content, personalisation and checkout.

  • Financials

    Financial performance was evaluated over a three-year period to assess whether a retailer’s investment efforts have shown through in trading.

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