House of Fraser named best multichannel retailer
By Elias Jahshan - Jul 10th, 09:37
House of Fraser is the best high street retailer that also sells online in the UK, according to a new report.
The annual Multichannel Retail Report scores and ranks 187 high street retailers selling online, identifying the top 10 the industry should benchmark against.
Following House of Fraser in the top 10 are Schuh, Argos, B&Q, Screwfix, Karen Millen, Marks & Spencer, Superdry, Coast and Warehouse. The list also identified the bottom 10, which offer less-than-optimal multichannel experiences for customers.
The high street retailers that made the bottom 10 include Nespresso, Oak Furniture Land, Smythson, Mulberry, Party Delights, Cameraworld, Miu Miu, The Whiskey Shop, Multiyork Furniture, and Thomas Pink.
Meanwhile, the most improved retailers for 2017 include F.Hinds, Dior, Mamas & Papas and Richer Sounds.The list and rankings were compiled based on the core tenets of multichannel retailing, covering facets such as technology, customer experience and delivery.
The Multichannel Retail Report also indicated that 22 per cent of retailers were still failing to offer a persistent cart – whereby customers can add items on one devise while logged in and access it on another device later. However, this is a marked improvement from 2015’s figure of 31 per cent.
When it comes to checkout, the report found that 44 per cent of retailers lack transparency andndo not show accepted payment types until the basket page, while only 11% of retailers offer login/registration with social media.
In addition, 19 per cent of retailers don’t offer next day delivery – a method favoured by 52 per cent of consumers, according to a 2017 YouGov survey. Retail Gazette
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