The Retail Experience Score – 2018 Fashion Analysis

The Retail Experience Score – 2018 Fashion Analysis

In the first of SHIFT’s Retail Experience Score reports, we look at the levels of service being offered by 40 leading fashion retailers in the UK.

In our first-ever Retail Experience Score (RES), we take an in-depth look at 40 fashion retailers to understand just how well they, and the sector at large, satisfy the demands of the modern consumer.

Using a bespoke algorithm to score retailers out of 100, the RES’ formula has been carefully crafted so that it can apply to any business that operates both online and offline channels. It follows on from – and is based on key findings of – our 2018 State of Omnichannel Retail Report, in which we discovered how important consumers deem specific services to be.

This 16-page report grades our chosen businesses on six key areas of the omnichannel experience:

  • Standard delivery
  • Returns
  • Store stock check
  • Click and collect
  • Next-day delivery
  • Same-day delivery

Our 16-page RES report gives you an incredible insight into how well the fashion industry is serving its customers.

From this, the RES – 2018 Fashion Analysis uncovered some interesting insights:

  • Just one company was capable of scoring over 50 out of a possible 100 points for their omnichannel experience
  • Our chosen brands averaged a score of just 29, indicating there’s a lot of ground for the fashion industry to make up to satisfy demand
  • Only a trio of retailers give three options (post, collections and drop-off points) to return store-bought items
  • Almost half of retailers (17) have a click and collect service that charges customers

With this new publication, we continue with our commitment to championing a brighter future for retail in the UK and beyond with free, fair and impartial insights for business owners, thought leaders and industry experts. Using the RES, we plan to explore other industry markets in the future, while updating and expanding this fashion analysis in the future to reflect any changes in the sector.

Download the free RES – 2018 Fashion Analysis by filling in the form on our reports page, where you can also check out the statistics behind the study. Alternatively, you can drop us a line to get hold of a free print copy courtesy of our team, or even request your own RES, if you’re an omnichannel retailer.

We’d also love to hear your feedback on our RES, and we’d be happy to answer any questions you may have about it. Simply send us an email to editor@shiftmagazine.com and we’d love to speak with you.

Recent Articles

If there’s one thing high-street retailers must invest in during 2019, it’s this

To make the biggest impact across all channels in 2019, high-street retailers must drive towards accurate inventory, as both customers and the businesses themselves will stand to gain incredible benefits from it.

Free and fast click and collect: The next industry standard

Fast and free click and collect isn’t just nice to have – it’s a necessity if you want to remain competitive and keep people coming to your store.

Five years on, Black Friday still thrives in the UK – whether retailers like it or not

Black Friday is once again forecast to be bigger and better than ever, and in the face of heightened online spending, high-street retailers must embrace omnichannel if they are to keep up with internet-only rivals.

If there’s one thing high-street retailers must invest in during 2019, it’s this

To make the biggest impact across all channels in 2019, high-street retailers must drive towards accurate inventory, as both customers and the businesses themselves will stand to gain incredible benefits from it.

Free and fast click and collect: The next industry standard

Fast and free click and collect isn’t just nice to have – it’s a necessity if you want to remain competitive and keep people coming to your store.

Five years on, Black Friday still thrives in the UK – whether retailers like it or not

Black Friday is once again forecast to be bigger and better than ever, and in the face of heightened online spending, high-street retailers must embrace omnichannel if they are to keep up with internet-only rivals.

The very real problem facing British retailers that nobody is talking about

Everyone hates slow websites, but retailers should hate them more than anyone else - after all, billions of pounds in revenue is being lost to poor web performance.

Amazon Fashion’s Pop Up Shop Live sets out to influence the influencers

Amazon’s UK fashion presence is far from consolidated. Is Amazon Fashion’s Pop Up Shop Live – its first European foray into physical retail – a successful step in bridging this gap? SHIFT Magazine visited the store on its opening day to find out.

Zara Westfield: Pushing the boundaries, or putting up barriers?

Technology is being increasingly used in wonderful ways by retail giants, yet despite Zara’s admirable efforts to raise the bar, we found there to be a difference between promise and execution.

The art of the possible: Decathlon

SHIFT Magazine visited Decathlon’s flagship store in Surrey Quays, London to see how its highly publicised refurbishment aims to satisfy the demands of the modern, omnichannel consumer.

Why retailers cannot ignore McDonald’s’ latest innovation

Replacing staff with touchscreen technology at the point of sale hasn’t made the experience less personal for McDonald’s customers – it’s delivering better consumer value than ever before, and high-street counterparts could learn a lot from it.

Is it time to kill the retail app?

As we investigate how businesses can keep their technology ecosystems as agile as possible, we explore if apps are as viable as statistics appear to show.

Data as a service: Now’s the time to prove its value to customers

Data is a privilege and not a right – and it’s now time to show consumers that you’re taking their data seriously by using it to help them, much like Uniqlo does.

Mothercare: Where does it go from here?

Despite doing a lot of things incredibly well, Mothercare isn’t enjoying the market conditions of 2018. However, it might only need to change a few things to get back on the right track.

The art of the possible: Nordstrom Local

In our first focus on businesses doing great things, we look at the huge strides being made by American department store giant Nordstrom, as it targets an online-favouring audience with its new Local retail concept.

Could Argos have dominated fashion in the UK?

It has the infrastructure, tools and high-street presence to pull off any new venture – and with its recent decision to sell the Tu clothing range, Argos had the opportunity to really shake up the fashion market.

The 2018 State of Omnichannel Retail Report

In the first SHIFT report, we focus our sights on one of the most important factors in modern retail: the omnichannel experience.

Introducing SHIFT Magazine

We are SHIFT Magazine, and through our free articles, features and reports, we’re committed to giving valuable insight to business owners, thought leaders and industry experts.