One in three online retailers failing to provide basic online shopping services in time for Christmas this year

October 23 2014: One in three UK retailers isn’t ready for this year’s peak Christmas period, according to new research by Ampersand, the ecommerce agency.

Ampersand’s research looked at four basic services that retailers should be implementing to increase sales from the 95% of UK adults who now shop online. These include offering a persistent cart (the ability to add items to your basket on one device and checkout on another), a transactional mobile site, express delivery (Sunday, same or next day) and free easy returns. One in three of the top 100 online retailers are not offering their customers at least one of these services that are essential to a good cross-channel customer experience.

Research highlights include:
• 26% of online retailers do not offer free returns including Next, Holland & Barrett, Boden, Matalan and Sports Direct
• Retailers appear to have a mobile focus as only six of the top 100 do not offer a mobile site, including Zara, Next and Pets at Home.
• 64% of the top online retailers offer next or same day delivery, while only four currently offer a Sunday slot
• 41% do not provide a persistent cart, including John Lewis, Debenhams, Laura Ashley and Monsoon.

Darryl Adie, Managing Director at Ampersand, said “With £8.7 billion being spent via smartphones and tablet devices between May and July of this year*, retailers need to do everything in their power to make the mobile shopping experience easy for consumers, especially during the Christmas rush. Those that are yet to offer basic services that consumers demand are in danger of missing out on potential revenue and customer loyalty.”

For more information:

* IMRG Capgemini Quarterly (Q2 2014) Benchmarking Report.

Research is based on the top 100 online UK retailers (IMRG).

Published on: 3:05PM on 23rd October 2014