Retail Week Indicator has reviewed retailers’ digital capability through a strategic audit, across all areas of a customer’s digital shopping journey.
Digital capability was assessed across four performance categories – marketing, logistics and customer service, cross-channel and ecommerce. All retailers were scored against each performance category as well as their financial performance. The category scores were aggregated to create an overall score per retailer.
The table below shows where department store retailers in the UK are positioned and why.
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Position | Retailer | Marketing (%) | Logistics & Customer service (%) | Cross-channel (%) | Ecommerce (%) | Total (%) |
---|---|---|---|---|---|---|
1 | Marks & Spencer | 80.0 | 48.6 | 76.1 | 48.1 | 52.0 |
2 | John Lewis | 73.3 | 44.7 | 57.8 | 57.4 | 51.1 |
3 | Selfridges | 46.7 | 47.5 | 37.3 | 48.1 | 45.0 |
4 | Debenhams | 50.7 | 45.0 | 35.8 | 44.6 | 38.5 |
5 | Harrods | 61.3 | 24.0 | 25.1 | 30.4 | 34.1 |
6 | Liberty | 69.3 | 38.0 | 20.8 | 32.8 | 33.1 |
7 | Harvey Nichols | 69.3 | 24.0 | 22.6 | 41.2 | 32.3 |
8 | Fenwick | 24.8 | 3.9 | 10.4 | 10.4 | 7.4 |
House of Fraser has been removed from the department stores ranking as its future is unclear at the time of publishing.
Read the full analysis of the department store sector here
To understand how Retail Week measured retailers’ digital capabilities, please read the full methodology.
Retail Week Indicator 2018 rankings
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Retail Week Indicator 2018: Department stores ranking
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