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 general merchandise retailers in the UK are positioned and why.

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

Position Retailer Marketing (%) Logistics & Customer service (%) Cross-channel (%) Ecommerce (%) Total (%)
1Amazon56.067.021.183.060.1
2Argos45.359.563.358.554.1
3eBay53.345.816.565.450.5
4Pets at Home60.035.840.134.236.1
5Paperchase64.049.222.036.035.9
6Wilko45.321.831.847.735.3
7QVC30.722.914.144.935.1
8Notonthehighstreet48.025.15.560.035.0
9Hobbycraft58.728.523.243.134.4
10Ryman31.537.211.644.933.1
11Moonpig44.033.23.735.731.9
12Home Bargains30.727.919.635.431.8
13B&M24.017.915.928.827.3
14The Works44.019.623.933.427.2
15Card Factory38.729.614.730.525.2
16PetsPyjamas50.716.22.437.224.1
17Poundland26.711.77.321.416.5
18Tiger18.73.411.08.89.0

Read the full analysis of the general merchandise sector here

Between when the analysis was conducted to the launch date, Poundworld fell into administration and has been removed from the general merchandise ranking.

To understand how Retail Week measured retailers’ digital capabilities, please read the full methodology.

Retail Week Indicator 2018 rankings