2019 Retail Experience Score (RES) 100

The first Retail Experience Score 100 analyses 100 of the UK’s foremost omnichannel companies, reflecting a diverse range of the British high street’s sectors and industries. This extended, cross-sector insight is released ahead of one of the toughest years predicted for British commerce.

2019 Retail Experience Score (RES) 100

Once a customer experiences a better level of service, they expect it from everyone else – and the RES 100 shows those trailblazing retailers separating themselves from the pack.

By The Numbers

42%

Provide free 48-hour C&C

Despite overwhelming demand for the service from consumers

1 in 5

Offers reliable stock check

Accurate, dependable stock check is still rare in the UK

10%

Give free standard delivery

Despite heavy competition from pure-play ecommerce rivals

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2019 Retail Experience Score (RES) 100

Once a customer experiences a better level of service, they expect it from everyone else – and the RES 100 shows those trailblazing retailers separating themselves from the pack.

What to expect from the RES 100

Six core criteria

Six core criteria

As well as calculating and ranking the final RES numbers, we also take an in-depth look into six areas of omnichannel retail: standard delivery, returns store stock check, click and collect, next-day delivery and same-day delivery.
Stats at a glance

Stats at a glance

Our report lays out key statistics across all metrics measured, before addressing each one individually to highlight the high performers of each category – and those lagging behind.
Definitive standings

Definitive standings

SHIFT’s RES 100 lists all of our retailers in a final table, judging each one on a level playing field which has been informed by the opinions of thousands of British shoppers.