Retail Week Indicator has reviewed all areas of a customer’s digital shopping journey. How do the department stores rank against each other?
John Lewis was ranked the top department store retailer based on all aspects of the 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.
John Lewis was a strong performer across all metrics. It leads the field in logistics where it offers a wide-range of options for customers such as next-day, Saturday and Sunday and named day delivery as well as offering delivery and returns from third party locations such as Waitrose supermarkets and Collect+ stores.
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