EXPLORING THE CURRENT STATE OF OMNICHANNEL
The inaugural Omnichannel Retail Index provides retailers a benchmark for evaluating their omnichannel approach.
The report evaluates how retailers currently deliver on customer expectations for a seamless shopping experience, with touch-points including:
– Finding, sorting and buying products online
– Interacting with email and loyalty programs
– Taking delivery of purchases
– Returning in-store items that were purchased online
– Using customer service options
FitForCommerce omnichannel experts mystery-shopped (on web, mobile and in-store) and evaluated 120 well known retailers — 100 bricks-and-mortar and 20 online-only — across 21 verticals spanning apparel and accessories, consumer electronics, health and beauty, home goods and more.
FitForCommerce evaluated the compiled data and assessed the scores and rankings which now serve as the basis for this report. The analysis evaluates how retailers currently deliver on customer expectations for a seamless shopping experience.