Retail Week Indicator has reviewed all areas of a customer’s digital shopping journey. How do the department stores rank against each other? 

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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.

PositionRetailer MarketingLogisticsCross-channelEcommerceIndicator 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.