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


Why Asos is cream of the crop


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


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


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


Schuh's tech-laden store simplifies shopping


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


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


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


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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