2019 Multichannel Retail Report

A 2019 Multichannel Retail Report landed in our inbox recently identifying the top and bottom-ranking UK high street retailers. It gives performance details on 200 leading UK multichannel retailers including mobile, delivery, click and collect, returns, payment and checkout.

The 36-page report acknowledges the continuing volatile retail position and takes no prisoners when it comes to those who are adapting to these difficult market conditions and those who need to up their game to survive. It reports that –

• The biggest single change has been in click and collect with 74% of the 200 retailers delivering to store and 33% offering next day or sooner.
• Delivery costs and timings have also seen significant changes with 53% of the study offering free standard delivery with a minimum spend.
• On returns, 36 out of the 200 retailers now offer free collection from home and the report claims this is a key element of a great returns experience.
• 62% of the sample now offer mobile geo-location features for store locators and stock check.

You can download the full report and scores for all the retailers the report reviewed here.