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.

For the best viewing experience of the table, click the full screen view button if shown:

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