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 based on all aspects of the customer’s digital shopping journey.
Digital capabilities were assessed across four performance categories: marketing; logistics and customer service; cross-channel; and ecommerce. The category scores, combined with financial performance information, 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, Sunday and named day delivery as well as offering delivery and returns from third party locations such as Waitrose supermarkets and Collect+ stores.
It has just started a click-and-collect pilot with The Co-op, which allows shoppers to pick up online orders at selected convenience stores.
Position | Retailer | Marketing | Logistics | Cross-channel | Ecommerce | Indicator score |
---|---|---|---|---|---|---|
1 | John Lewis | 80.5 | 65.2 | 72.6 | 58.2 | 65.1 |
2 | Marks & Spencer | 80.5 | 58.8 | 75.6 | 54.3 | 62.3 |
3 | Selfridges | 49.4 | 53.7 | 37.1 | 49.4 | 47.9 |
4 | Harvey Nichols | 64.4 | 37.1 | 37.1 | 37.8 | 41.2 |
5 | House of Fraser | 73.6 | 35.8 | 60.0 | 53.5 | 41.0 |
6 | Liberty | 67.8 | 32.6 | 24.7 | 36.6 | 38.1 |
7 | Debenhams | 63.2 | 56.5 | 39.1 | 43.7 | 35.4 |
8 | Fenwick | 32.2 | 35.8 | 37.1 | 33.8 | 33.0 |
9 | Harrods | 59.8 | 28.8 | 24.1 | 27.0 | 30.1 |
All scoring runs from 0 to 100, with 100 being the maximum score.
To understand how Retail Week measured retailers’ digital capabilities, please read the methodology.