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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 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 has long been the jewel in the Kingfisher crown by being the most convenient place for its tradesperson customers to shop.
Footwear retailer Schuh sells other brands’ product, so it must ensure it puts its best foot forward with its customer experience.
In its ‘Modern Waitrose’ strategy, the upmarket grocer set itself the goal of being “brilliant online”.
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.
We scored retailers across loyalty, user-generated content, social media presence, paid and natural search, product accessibility, retargeting and email marketing.
We reviewed delivery and return propositions, from standard delivery through to one-hour delivery, as well as retailers’ customer service offers.
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.
We looked at user experience across desktop and mobile, starting from search through to download speed, to product content, personalisation and checkout.
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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