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.

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