FitForCommerce Conducts Omnichannel Retail Benchmark for Large Auto Parts Retailer
One of the leading auto parts retailer was eager to grow market share and stay competitive. Omnichannel services, such as buy online pick-up in store (BOPIS) are critical in the auto parts industry and the retailer wanted to confirm that they were meeting customer expectations. They were also looking to identify gaps and opportunities for improvement to help inform and prioritize future initiatives.
FitForCommerce evaluated the retailers’ omnichannel performance leveraging quantitative and qualitative methodologies including an omnichannel benchmark study and site assessment. We leveraged the Omnichannel Retail Index to evaluate over 200 criteria (across web, mobile, store, and crosschannel) and benchmarked the client’s performance against five of their competitors.
We provided a detailed assessment of retailer’s site capabilities and customer experience, as well as insights into the omnichannel delivery and performance compared to their top competitors and overall industry. We revealed shortcomings in site capabilities and customer experience, and delivered recommendations, suggested tactics, and examples to improve performance. Our experts also uncovered gaps in the omnichannel strategy and execution and identified opportunities for improvement to inform strategic roadmap.