With retail competition as fierce as ever, it is vital for online retailers to differentiate themselves and offer the best possible experience (not just price), on every device, in order to keep customers spending. That's why we've conducted a consumer research to gauge the expectations of online shoppers and identify the make-or-break factors for consumers parting with their money online.
Overall, the online retailers we assessed scored a slightly disappointing average score of 58% against our best practice benchmark, which is down on 2011’s score of 63%. The top performing retailers are:
- Amazon – 72.5%
- Marks & Spencer – 70%
- House of Fraser – 66%
- ASOS – 65%
- Argos – 65%
The EPiServer report, entitled 'Benchmarking the Digital High Street: UK Ecommerce Performance Index 2012' is available to download . The study presents the findings of a survey of 1,000 consumers to gauge the expectations of online shoppers, which are then compared with the benchmark assessment of top UK retailers' websites to see just how many are meeting the expectations of today's web-savvy consumer. The study also includes best practice tips for enhancing the ecommerce presence.