Table of Contents
Executive Summary
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- The market
- Online reaches 11% of all retail sales
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- Figure 1: Internet retail sales (incl. VAT), 2009-19
- Share of all retailing
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- Figure 2: Internet retail sales as % of all retail sales, 2009-19
- Market segmentation
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- Figure 3: Breakdown of online retail sales by major category, 2014 (est)
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- Figure 4: Online sales as % of total category sales, 2013 and 2014
- Companies, brands and innovation
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- Figure 5: Leading online retailers: share of all online retail sales, 2013
- The consumer
- Shopping online, by device used
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- Figure 6: The consumer: devices used to buy products online in the last 12 months, May 2014
- Categories bought, by device used
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- Figure 7: The consumer: Items bought online in the last 12 months – any device, May 2014
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- Figure 8: The consumer: Items bought online in the last 12 months – by device, May 2014
- Where they shopped, by food and non-food
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- Figure 9: The consumer: Retailers used for food/drink purchases online in the past 12 months, May 2014
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- Figure 10: The consumer: Retailers used for non-food purchases online in the past 12 months, May 2014
- Delivery, return and customers services used
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- Figure 11: The consumer: Online delivery/return services and customer services used, May 2014
- Delivery, return and customers services they would use again
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- Figure 12: The consumer: Likelihood of using online delivery/return services or customer services again, May 2014
- What would improve the online shopping experience
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- Figure 13: The consumer: Factors likely to improve the online shopping experience, May 2014
- What we think
Issues and Insights
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- How big will online get?
- The facts
- The implications
- Why are pureplays outperforming?
- The facts
- The implications
- Does m-commerce matter?
- The facts
- The implications
Trend Application
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- Experience is all
- Life hacking
- Mintel futures
The Market Environment
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- Key points
- Proportion shopping online
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- Figure 14: The consumer: Percentage having shopped online in the past three months, June 2013, September 2013, December 2013 and April 2014
- Device ownership
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- Figure 15: Technology products personally owned, selected internet-enabled products, June 2013, September 2013, December 2013 and April 2014
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- Figure 16: Technology products in household, selected internet-enabled products, June 2013, September 2013, December 2013 and April 2014
- Broadband access
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- Figure 17: Percentage of all households with broadband access, 2011-13
- Consumer context
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- Figure 18: Consumer confidence levels, June 2013-May 2014
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- Figure 19: Annual % change in average weekly earnings versus annual % change in consumer prices, January 2010-February 2014
Market Size and Forecast
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- Key points
- Growth buoyed by m-commerce in 2013
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- Figure 20: Internet retail sales (incl. VAT), 2009-19
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- Figure 21: Internet retail sales as % of all retail sales, 2009-19
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- Figure 22: Internet retail sales (incl. VAT), in current and constant prices, 2009-19
- Segmentation: Store-based retailers versus non-store retailers
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- Figure 23: Internet retail sales, segmented by store-based/non-store retailers, 2014 (est)
- Segmentation: Store-based retailers slowly losing out
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- Figure 24: Internet retail sales by store-based retailers (incl. VAT), 2009-19
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- Figure 25: Internet retail sales by store-based retailers (incl. VAT), in current and constant prices, 2009-19
- Segmentation: Non-store retailers gaining share
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- Figure 26: Internet retail sales by retailers without stores (incl. VAT), 2009-19
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- Figure 27: Breakdown of internet retail sales by retailers without stores, by type of retailer, 2012-14
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- Figure 28: Internet retail sales by retailers without stores (incl. VAT), in current and constant prices, 2009-19
- Forecast methodology
- The fan chart
Segmentation by Product Category
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- Key points
- Apparel, electricals and grocery dominate online
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- Figure 29: Breakdown of online retail sales by major category, 2014 (est)
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- Figure 30: Breakdown of online retail sales by major category (incl. VAT where applicable), in £ and % terms, 2013 and 2014 (est)
- Proportion of sales online by category
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- Figure 31: Online sales as % of total category sales, 2013 and 2014
- Review of major product categories
- Electrical goods
- Clothing and footwear
- Grocery
Digital Spending
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- Key points
- Digital set to near £2 billion
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- Figure 32: Breakdown of estimated spending on digital entertainment products, 2014
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- Figure 33: Digital sales – e-books, 2013 and 2014
- Figure 34: Digital sales – music, 2013 and 2014
- Figure 35: Digital sales – video, 2013 and 2014
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- Figure 36: Digital sales – computer/console games, 2013 and 2014
Who’s Innovating?
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- Key points
- Parcelpod offers immediate returns
- Shopping centre launches superior click-and-collect service
- iBeacon proximity technology to alert shoppers
- Point-and-buy shopping app
- Amazon smartphone’s product recognition technology
- Bluetooth enabled shop mannequins
- Premier shopping street to pioneer unique app
- New app aimed at time-conscious shoppers
- Apps that make the world ‘shoppable’
- Virtual trunk shows
Strengths and Weaknesses
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- Strengths
- Weaknesses
Leading Online Retailers
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- Key points
- The top 25 online retailers: Amazon retains a major lead
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- Figure 37: Leading online retailers’ net internet revenues, 2011-13
- Top 25: Pureplays versus multichannel
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- Figure 38: Distribution of the revenues of the top-25 online retailers (as ranked in 2013), by type of retailer, 2011-13
- Top 25: Proportion of sales generated online
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- Figure 39: Top 25 online retailers: Proportion of total sales transacted online, 2013
- Top 25: By main category traded in
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- Figure 40: Top 25 online retailers, by major category traded in, 2013
Market Shares
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- Key points
- Top 25 account for 72% of all online sales
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- Figure 41: Top 25 online retailers: Share of all online retail sales, 2011-13
Brand Research
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- Brand map
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- Figure 42: Attitudes towards and usage of brands in the online shopping sector, May 2014
- Correspondence analysis
- Brand attitudes
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- Figure 43: Attitudes, by online shopping brand, May 2014
- Brand personality
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- Figure 44: Online shopping brand personality – macro image, May 2014
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- Figure 45: Online shopping brand personality – micro image, May 2014
- Brand experience
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- Figure 46: Online shopping brand usage, May 2014
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- Figure 47: Satisfaction with various online shopping brands, May 2014
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- Figure 48: Consideration of online shopping brands, May 2014
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- Figure 49: Consumer perceptions of current online shopping brand performance, May 2014
- Brand recommendation
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- Figure 50: Likely recommendation of various online shopping brands, May 2014
The Consumer – Leading Food Retailers – Customer Profiles
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- Key points
- Note on the charts
- Region
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- Figure 51: Leading online food retailers, relative strength by region, May 2014
- Area lived in
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- Figure 52: Leading online food retailers, relative strength by type of area lived in, May 2014
- Financial situation
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- Figure 53: Leading online food retailers, relative strength by current financial situation, May 2014
The Consumer – Leading Non-Food Retailers – Customer Profiles
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- Key points
- Region
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- Figure 54: Leading clothing and department store retailers, relative strength by region, May 2014
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- Figure 55: Leading online electrical/DIY retailers, relative strength by region, May 2014
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- Figure 56: Leading online miscellaneous retailers, relative strength by region, May 2014
- Area lived in
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- Figure 57: Leading clothing and department store retailers, relative strength by type of area lived in, May 2014
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- Figure 58: Leading online electrical/DIY retailers, relative strength by type of area lived in, May 2014
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- Figure 59: Leading online miscellaneous retailers, relative strength by type of area lived in, May 2014
- Financial situation
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- Figure 60: Leading clothing and department store retailers, relative strength by financial situation, May 2014
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- Figure 61: Leading online electrical/DIY retailers, relative strength by financial situation, May 2014
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- Figure 62: Leading online miscellaneous retailers, relative strength by financial situation, May 2014
The Consumer – Devices Used and Who Buys What
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- Key points
- What we asked
- Devices for online access
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- Figure 63: Smartphone, laptop and tablet ownership, May 2014
- Devices used for shopping and where
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- Figure 64: Device usage for shopping, May 2014
- Who does what
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- Figure 65: Profile of devices users, May 2014
- Who buys what, and on which devices
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- Figure 66: The consumer: Items bought online in the last 12 months – any device, May 2014
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- Figure 67: Items bought online in the last 12 months by device, as % of all respondents, May 2014
- Proportion of device owners buying by category
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- Figure 68: Items bought online in the last 12 months by device, as % of device owners, May 2014
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- Figure 69: Profile of shoppers by products bought, May 2014
- Repertoire analysis
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- Figure 70: Number of non-food items bought by device, May 2014
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- Figure 71: Number of different non-food items bought by device, May 2014
- Using devices for research
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- Figure 72: Device usage for research as % of all online buyers, May 2014
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- Figure 73: Device usage for research as % all device owners, May 2014
The Consumer – Who Shops Where
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- Key points
- What we asked
- Food
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- Figure 74: Food buyers – where they shop, May 2014
- Amazon
- Profiles
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- Figure 75: Online food shoppers profile, May 2014
- Repertoire
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- Figure 76: Number of different online food retailers used, May 2014
- Non-foods
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- Figure 77: Non-food buyers – where they shop online, May 2014
- Spend per customer
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- Figure 78: Estimated online non-food sales per customer, 2013
- Repertoire
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- Figure 79: Number of retailers non-foods bought from online, May 2014
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- Figure 80: Number of retailers used to buy non-foods online, by age and socio-economic group, May 2014
- Profile of online non-food shoppers
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- Figure 81: Profile of online non-food shoppers by retailers used, May 2014
- Food shoppers – purchases and retailers used
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- Figure 82: Non-food products bought online by grocery shoppers, May 2014
- Non-food shoppers – purchases and retailers used
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- Figure 83: Products bought by online shoppers from clothing and department store retailers, May 2014
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- Figure 84: Products bought by online shoppers from homewares retailers, May 2014
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- Figure 85: Products bought by online shoppers from other non-food retailers, May 2014
The Consumer – Service and Delivery
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- Key points
- What we asked
- Home delivery still far more popular than click-and-collect
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- Figure 86: Delivery and returns methods used, May 2014
- Delivery and returns
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- Figure 87: Delivery and return profiles, by age and socio-economic group, May 2014
- Personal service
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- Figure 88: Online shopping – use of service options, May 2014
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- Figure 89: Profile of users contacting customer services, May 2014
- Service and delivery – likelihood of using again
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- Figure 90: Delivery and service options – likelihood of using again, May 2014
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- Figure 91: Delivery and service options – likelihood of using again, May 2014
The Consumer – Attitudes – What They Would Like
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- Key points
- What we asked
- Delivery improvements are most popular
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- Figure 92: What would improve the online shopping experience, May 2014
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- Figure 93: Profile of those who want different services, May 2014
Amazon Europe
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- What we think
- Company background
- Company performance
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- Figure 94: Amazon.com Inc: Group financial performance, 2009-13
- Sales mix
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- Figure 95: Amazon Europe: Estimated composition of sales, 2013
- Mintel’s consumer research
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- Figure 96: The consumer: Percentage that bought electrical goods from Amazon in the past year, January 2014
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- Figure 97: The consumer: Percentage that bought clothing from Amazon in the past year, August 2013
- Retail offering
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- Figure 98: Number of SKUs listed on Amazon.co.uk, May 2014
AO World
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- What we think
- Company background
- Company performance
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- Figure 99: Appliances Online/DRL Ltd: Group financial performance, 2008/09-2013/14
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- Figure 100: AO World: Divisional sales, 2012/13-2013/14
- Retail offering
Argos
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- What we think
- Company background
- Company performance
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- Figure 101: Argos: Group financial performance, 2009-10 – 2013/14
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- Figure 102: Argos: Outlet data, 2009-10 – 2013/14
- Retail offering
Asos
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- What we think
- Company background
- Company performance
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- Figure 104: ASOS: Group financial performance, 2009-10 and 2012-13
- Retail offering
Debenhams.com
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- What we think
- Company background
- Company performance
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- Figure 105: Debenhams: Group financial performance, 2008-09 and 2012-13
- Retail offering
Dixons Carphone
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- What we think
- Company background
- Company performance
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- Figure 106: Dixons retail, Estimated online sales, 2013/14
- Figure 107: Dixons Retail Plc: Group financial performance, 2008/09-2013/14
- Figure 108: Dixons Retail Plc: Outlet data, 2008/09-2013/14
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- Figure 109: The Carphone Warehouse Plc: Group financial performance, 2008/09-2013/14
- Figure 110: The Carphone Warehouse Plc: Outlet data, 2008/09-2013/14
- Retail offering
eBay Inc.
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- What we think
- Company background
- Company performance
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- Figure 112: eBay Inc.: Group financial performance, 2009-13
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- Figure 113: International sales as % of eBay Inc’s total net revenues (a) / gross merchandise volumes (b)
- Figure 114: eBay Marketplaces segment: number of active users, 2009-13
- Retail offering
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- Figure 115: Number of SKUs listed on eBay.co.uk, April 2014
Johnlewis.com
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- What we think
- Company background
- Company performance
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- Figure 116: John Lewis Partnership: Group financial performance, 2009/10-2013/14
- Retail offering
Next Directory
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- What we think
- Company background
- Company performance
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- Figure 117: Next PLC: Group and selected divisions financial performance (excl. VAT), 2009-10 and 2013-14
- Retail offering
Ocado
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- What we think
- Company background
- Company performance
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- Figure 118: Ocado Group Plc: Group financial performance, 2008-09 and 2012-13
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- Figure 119: Ocado Group Plc: Key customer metrics, 2008-09 and 2012-13
- Retail offering
Otto Group (Multichannel Retail)
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- What we think
- Company background
- Company performance
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- Figure 120: Otto Group (Multichannel Retail): Group financial performance, 2009-10 and 2013-14
- Retail offering
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- Figure 121: Otto group: main European brands, June 2014
Rakuten Ichiba
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- What we think
- Company background
- Company performance
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- Figure 122: Rakuten: Gross merchandise sales, 2009-13
- Figure 123: Rakuten: Consolidated operating results by division, 2012-13
Shop Direct
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- What we think
- Company background
- Company performance
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- Figure 124: Shop Direct: group financial performance, 2008-09 and 2012-13
- Retail offering
Tesco Direct
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- What we think
- Company background
- Company performance
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- Figure 126: Tesco Plc: Group financial performance, 2009-10 and 2013-14
- Figure 127: Tesco Plc: Estimated net internet revenues, 2011/12 – 2013/14
- Retail offering
Zalando
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- What we think
- Company background
- Company performance
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- Figure 128: Zalando: Group financial performance, 2010-13
- Retail offering
Appendix – Brand Research
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- Figure 129: Brand usage, May 2014
- Figure 130: Brand commitment, May 2014
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- Figure 131: Brand momentum, May 2014
- Figure 132: Brand diversity, May 2014
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- Figure 133: Brand satisfaction, May 2014
- Figure 134: Brand recommendation, May 2014
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- Figure 135: Brand attitude, May 2014
- Figure 136: Brand image – macro image, May 2014
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- Figure 137: Brand image – micro image, May 2014
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Appendix – The Consumer – Devices Used
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- Figure 138: Devices used to buy products online in the last 12 months – any bought, by demographics, May 2014
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- Figure 139: Devices used to buy products online in the last 12 months – mobile total, by demographics, May 2014
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- Figure 140: Devices used to buy products online in the last 12 months – smartphone, by demographics, May 2014
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- Figure 141: Devices used to buy products online in the last 12 months – tablet, by demographics, May 2014
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- Figure 142: Devices used to buy products online in the last 12 months – laptop/desktop computer, by demographics, May 2014
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Appendix – The Consumer – Who Buys What
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- Figure 143: Most popular items bought online in the last 12 months, by demographics, May 2014
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- Figure 144: Next most popular items bought online in the last 12 months, by demographics, May 2014
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- Figure 145: Other items bought online in the last 12 months, by demographics, May 2014
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- Figure 146: Most popular items bought online using laptop/desktop computer in the last 12 months, by demographics, May 2014
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- Figure 147: Next most popular items bought online using laptop/desktop computer in the last 12 months, by demographics, May 2014
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- Figure 148: Other items bought online using laptop/desktop computer in the last 12 months, by demographics, May 2014
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- Figure 149: Most popular items bought online using smartphone device in the last 12 months, by demographics, May 2014
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- Figure 150: Next most popular items bought online using smartphone device in the last 12 months, by demographics, May 2014
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- Figure 151: Other items bought online using smartphone device in the last 12 months, by demographics, May 2014
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- Figure 152: Most popular items bought online using a tablet device in the last 12 months, by demographics, May 2014
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- Figure 153: Next most popular items bought online using a tablet device in the last 12 months, by demographics, May 2014
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- Figure 154: Other items bought online using a tablet device in the last 12 months, by demographics, May 2014
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Appendix – The Consumer – Who Shops Where
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- Figure 155: Most popular retailers used for food/drink purchases online, by demographics, May 2014
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- Figure 156: Next most popular retailers used for food/drink purchases online, by demographics, May 2014
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- Figure 157: Most popular retailers used for non-food purchases online, by demographics, May 2014
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- Figure 158: Next most popular retailers used for non-food purchases online, by demographics, May 2014
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- Figure 159: Other retailers used for non-food purchases online, by demographics, May 2014
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- Figure 160: Least popular retailers used for non-food purchases online, by demographics, May 2014
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Appendix – The Consumer – Service and Delivery
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- Figure 161: Online delivery/return services and customer services used – delivery/returns, by demographics, May 2014
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- Figure 162: Online delivery/return services and customer services used – Customer service, by demographics, May 2014
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- Figure 163: Online delivery/return services and customer services used, by retailers used for food/drink purchases online, May 2014
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- Figure 164: Online delivery/return services and customer services used, by most popular retailers used for non-food purchases online – clothing/department stores online, May 2014
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- Figure 165: Online delivery/return services and customer services used, by next most popular retailers used for non-food purchases online – clothing/department stores online, May 2014
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- Figure 166: Online delivery/return services and customer services used, by retailers used for non-food purchases online – Home goods retailers online, May 2014
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- Figure 167: Online delivery/return services and customer services used, by most popular retailers used for non-food purchases online – other online retailers, May 2014
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- Figure 168: Online delivery/return services and customer services used, by next most popular retailers used for non-food purchases online – other online retailers, May 2014
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- Figure 169: Online delivery/return services and customer services used, by most popular items bought online in the last 12 months, by demographics, May 2014
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- Figure 170: Online delivery/return services and customer services used, by next most popular items bought online in the last 12 months, by demographics, May 2014
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- Figure 171: Most popular likelihood of using online delivery/return services or customer services again – Collected in-store from the retailer I bought from, by demographics, May 2014
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- Figure 172: Next most popular likelihood of using online delivery/return services or customer services again – Collected in-store from the retailer I bought from, by demographics, May 2014
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- Figure 173: Most popular likelihood of using online delivery/return services or customer services again – Home delivery service, by demographics, May 2014
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- Figure 174: Next most popular likelihood of using online delivery/return services or customer services again – Home delivery service, by demographics, May 2014
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- Figure 175: Most popular likelihood of using online delivery/return services or customer services again – Returned an online purchase by post, by demographics, May 2014
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- Figure 176: Next most popular likelihood of using online delivery/return services or customer services again – Returned an online purchase by post, by demographics, May 2014
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- Figure 177: Most popular likelihood of using online delivery/return services or customer services again – Email customer service, by demographics, May 2014
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- Figure 178: Next most popular likelihood of using online delivery/return services or customer services again – Email customer service, by demographics, May 2014
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- Figure 179: Most popular likelihood of using online delivery/return services or customer services again – Telephone customer service, by demographics, May 2014
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- Figure 180: Next most popular likelihood of using online delivery/return services or customer services again – Telephone customer service, by demographics, May 2014
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- Figure 181: Likelihood of using online delivery/return services or customer services again, May 2014
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- Figure 182: Likelihood of using online delivery/return services or customer services again, May 2014
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- Figure 183: Likelihood of using online delivery/return services or customer services again – Home delivery service, by retailers used for food/drink purchases online, May 2014
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- Figure 184: Likelihood of using online delivery/return services or customer services again – Email customer service, by retailers used for food/drink purchases online, May 2014
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- Figure 185: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – clothing/department stores online, May 2014
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- Figure 186: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – home goods retailers online, May 2014
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- Figure 187: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – other online retailers, May 2014
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- Figure 188: Likelihood of using online delivery/return services or customer services again, by most popular retailers used for non-food purchases online – clothing/department stores online, May 2014
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- Figure 189: Likelihood of using online delivery/return services or customer services again, by next most popular retailers used for non-food purchases online – clothing/department stores online, May 2014
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- Figure 190: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – home goods retailers online, May 2014
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- Figure 191: Likelihood of using online delivery/return services or customer services again, by most popular retailers used for non-food purchases online – other online retailers, May 2014
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- Figure 192: Likelihood of using online delivery/return services or customer services again, by next most popular retailers used for non-food purchases online – other online retailers, May 2014
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- Figure 193: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – clothing/department stores online, May 2014
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- Figure 194: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – other online retailers, May 2014
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- Figure 195: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – clothing/department stores online, May 2014
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- Figure 196: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – home goods retailers online, May 2014
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- Figure 197: Likelihood of using online delivery/return services or customer services again, by most popular retailers used for non-food purchases online – other online retailers, May 2014
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- Figure 198: Likelihood of using online delivery/return services or customer services again, by next most popular retailers used for non-food purchases online – other online retailers, May 2014
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- Figure 199: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – clothing/department stores online, May 2014
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- Figure 200: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – other online retailers, May 2014
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Appendix – The Consumer – Attitudes – What They Would Like
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- Figure 201: Most popular factors likely to improve the online shopping experience, by demographics, May 2014
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- Figure 202: Next most popular factors likely to improve the online shopping experience, by demographics, May 2014
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- Figure 203: Other factors likely to improve the online shopping experience, by demographics, May 2014
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- Figure 204: Factors likely to improve the online shopping experience, by retailers used for food/drink purchases online, May 2014
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- Figure 205: Factors likely to improve the online shopping experience, by most popular retailers used for non-food purchases online – clothing/department stores online, May 2014
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- Figure 206: Factors likely to improve the online shopping experience, by next most popular retailers used for non-food purchases online – clothing/department stores online, May 2014
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- Figure 207: Factors likely to improve the online shopping experience, by retailers used for non-food purchases online – Home goods retailers online, May 2014
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- Figure 208: Factors likely to improve the online shopping experience, by most popular retailers used for non-food purchases online – other online retailers, May 2014
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- Figure 209: Factors likely to improve the online shopping experience, by next most popular retailers used for non-food purchases online – other online retailers, May 2014
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Appendix – The Consumer – Further Analysis
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- Figure 210: Repertoire of items bought online using laptop/desktop computer in the last 12 months, by demographics, May 2014
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- Figure 211: Repertoire of items bought online using smartphone device in the last 12 months, by demographics, May 2014
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- Figure 212: Repertoire of items bought online using a tablet device in the last 12 months, by demographics, May 2014
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