The SHIFT On-Site Search Score

This study assesses the gap between consumer expectations of retailers’ on-site search and the reality of their capabilities. It uses an exploratory survey of 1,500 British customers to gauge demand, followed by the SHIFT On-Site Search Score, a bespoke test that ranks the ability of 40 British retailers to serve visitors across a variety of metrics.

The SHIFT On-Site Search Score

“Despite search-minded shoppers landing on their sites, retailers are breaking their trust and expectations with poor search. In a best-case scenario, it lowers average order values among even the most loyal consumers; at its worst, it blocks potential sales, prevents the acquisition of new customers, and hurts reputation via word of mouth.”

By The Numbers

2 in 3

British consumers

Use website search as their first port of call

60%

60% Stop buying from a brand

If they have a bad experience with on-site search

32%

Go straight to a competitor’s site

If an on-site search returns no results

Get your free report

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The SHIFT On-Site Search Score

“Despite search-minded shoppers landing on their sites, retailers are breaking their trust and expectations with poor search. In a best-case scenario, it lowers average order values among even the most loyal consumers; at its worst, it blocks potential sales, prevents the acquisition of new customers, and hurts reputation via word of mouth.”

What to expect from the On-Site Search Score

1,500 UK consumers polled

1,500 UK consumers polled

This report asked 1,500 internet-savvy consumers ten questions about their search habits on retail websites, resulting in some eye-opening findings that should frame any brand’s approach to on-site search.
40 companies ranked

40 companies ranked

The bespoke SHIFT On-Site Search Score grades the retail sites of 40 web-only and omnichannel companies, establishing the best and worst-performing brands across five disciplines and ranking each one in a final table.
Best-practice insights

Best-practice insights

Each of our five areas of on-site search is broken down into best-practice articles, identifying both best and worst practice to help retailers understand how they can make the best improvements to offer the best customer experience.