Table of Contents
Executive Summary Europe – The E-commerce Market
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- Key points
- The European e-commerce market
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- Figure 2: Europe: Estimated online retail sales, 2007-20f
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- Figure 3: Europe: Online retail sales, inc VAT, 2010-14
- Figure 4: Europe: Forecast online retail sales, inc. VAT, 2015-20
- Online share of retail sales
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- Figure 5: E-commerce share of all retail sales (exc fuel), 2010-14
- Online sales per capita
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- Figure 6: Europe: Online sales per capita, 2010-14
- Leading retailers
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- Figure 7: Europe: Leading e-commerce retailers, 2013-14
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- Figure 8: Europe: Leading online retailers estimated share of all online retail sales, 2013-14
- What we think
- France
- Germany
- Italy
- Spain
- UK
Executive Summary Europe – The Consumer
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- Key points
- The research
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- Figure 9: Europe: Proportion of the population who have bought products online in the last 3 months, 2014
- Devices used
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- Figure 10: Europe: Devices used to purchase goods online, May 2015
- Retailers used
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- Figure 11: Major European economies: Leading sites for online purchase, May 2015
- Attitudes
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- Figure 12: Europe: Relative positive responses to attitude statements, May 2015
Executive Summary Europe – Innovation
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- Delivery options
- Streamlining the shopping experience
- Mixing the online with the offline experience
- Virtual pop-up stores
- Digital tools
- Personalising the online shopping experience
France
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- Executive summary
- The market environment
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- Figure 13: Europe: Broadband penetration, 2014 (As % all households)
- Figure 14: Europe: Numbers saying they have bought online in the last year, 2014
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- Figure 15: Europe: Devices used to shop online in last 12 months, May 2015
- Market size and forecast
- Leading online retailers
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- Figure 16: France: Leading online retailers, market shares, 2014
- The consumer: Shopping online by device used
- The consumer: Where they shop online
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- Figure 17: France: Websites used for online shopping in the last 12 months, May 2015
- The consumer: Online shopping habits and attitudes
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- Figure 18: France – The consumer: Attitudes to online shopping, % agreeing, May 2015
- What we think
- Issues and insights
- The Drive phenomenon – the end of the golden age?
- Is Amazon stifling or driving growth?
- The market environment
- Key points
- Broadband connections reach 77% of households
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- Figure 19: Europe: Broadband penetration, 2014 (As % all households)
- Figure 20: France: Broadband penetration, 2007-14 (As % all households)
- Device access
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- Figure 21: Europe: Technology products personally owned, January 2015
- Figure 22: Europe: Devices used to access the internet in the last three months, January 2015
- Online shopping levels: 73% have bought online
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- Figure 23: Europe: Numbers saying they have bought online in the last year, 2014
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- Figure 24: France: Devices used to shop online in last 12 months, May 2015
- Figure 25: Europe: Devices used to shop online in last 12 months, May 2015
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- Figure 26: Europe: Numbers saying they have bought online in the last year, 2014
- Figure 27: France: Numbers saying they have bought online in the last year, 2007-14
- Online shopping: what they bought
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- Figure 28: France: Products and services bought online, 2013-14
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- Figure 29: France: Products and services bought online, 2014
- Market size and forecast
- Key points
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- Figure 30: France: Online sales (incl. VAT), 2010-14
- Figure 31: France: Forecast online sales, 2015-20
- Segmentation
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- Figure 32: France: Online sales penetration by leading sectors, 2013
- Leading online retailers
- Key points
- Amazon leads
- Cdiscount expanding
- Drive dominates the food category
- Carrefour waking up?
- Website visitors
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- Figure 33: France: Top retail sites by number of unique visitors, Jan-March 2015
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- Figure 34: France: Top 5 Drive sites by number of unique visitors, Jan-March 2015
- Leading retailers by sales
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- Figure 35: France: Leading online retailers by sales, 2013-14
- Leading online retailers – Market shares
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- Figure 36: France: Leading online retailers, market shares, 2014
- The consumer: Shopping online by device used
- Key points
- What we asked
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- Figure 37: France – The consumer: Devices used to shop online in last 12 months, May 2015
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- Figure 38: France: The consumer: Profile of online buyers by device used, May 2015
- The consumer: Where they buy online
- What we asked
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- Figure 39: France: Websites used for online shopping in the last 12 months, May 2015
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- Figure 40: France: The consumer: Leading online retailers: Profile of shoppers, May 2015
- The consumer: Online shopping habits and attitudes
- What we asked
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- Figure 41: France – The consumer: Attitudes to online shopping, % agreeing, May 2015
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- Figure 42: France: The consumer: Attitudes to online shopping: profile of shoppers, May 2015
Germany
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- Executive summary
- The market environment
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- Figure 43: Europe: Broadband penetration, 2014 (As % all households)
- Figure 44: Europe: Numbers saying they have bought online in the last year, 2014
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- Figure 45: Europe: Devices used to shop online in last 12 months, May 2015
- Market size and forecast
- Leading online retailers
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- Figure 46: Germany: Leading online retailers, market shares, 2014
- The consumer: Shopping online by device used
- The consumer: Where they shop online
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- Figure 47: Germany: Websites used for online shopping in the last 12 months, May 2015
- The consumer: Online shopping habits and attitudes
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- Figure 48: Germany: The consumer: Attitudes to online shopping, % agreeing, May 2015
- What we think
- Issues and insights
- Is it time for an online food market to develop in Germany?
- Pureplayers – multichannel – where next?
- The facts
- The implications
- The market environment
- Key points
- Broadband connections reach 87% of households
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- Figure 49: Europe: Broadband penetration, 2014 (As % all households)
- Figure 50: Germany: Broadband penetration, 2007-14 (As % all households)
- Device access
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- Figure 51: Europe: Technology products personally owned, January 2015
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- Figure 52: Europe: Devices used to access the internet in the last three months, January 2015
- Online shopping levels: 82% have bought online
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- Figure 53: Europe: Numbers saying they have bought online in the last year, 2014
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- Figure 54: Germany: Devices used to shop online in last 12 months, May 2015
- Figure 55: Europe: Devices used to shop online in last 12 months, May 2015
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- Figure 56: Europe: Numbers saying they have bought online in the last year, 2014
- Figure 57: Germany: Numbers saying they have bought online in the last year, 2007-14
- Online shopping: what they bought
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- Figure 58: Germany: Products bought online, 2014
- Market size and forecast
- Key points
- 2014 economic growth
- Online still vibrant, but growth slightly slowing
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- Figure 59: Germany: Online sales (incl. Vat), 2010-2014
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- Figure 60: Germany: Forecast online sales, 2015-20
- Segmentation
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- Figure 62: Germany: Online sales by category, 2014
- Leading online retailers
- Key points
- Amazon leads
- Zalando
- Media Saturn waking up
- Online food retailers
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- Figure 63: Germany: Leading grocers’ online offers, July 2015
- Leading retailers by sales
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- Figure 64: Germany: Leading online retailers by sales (excl, VAT) (part estimated), 2012-2014
- Leading retail sites by visitor numbers
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- Figure 65: Germany – Leading retail websites, by visitor numbers, September 2014
- Leading online retailers – Market shares
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- Figure 66: Germany: Leading online retailers, market shares, 2014
- The consumer: Shopping online by device used
- Key points
- What we asked
- Laptops and PCs most popular
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- Figure 67: Germany: The consumer: Devices used to shop online in last 12 months, May 2015
- Men more likely to shop online and to use mobile devices
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- Figure 68: Germany: The consumer – Devices used to buy products online in the last 12 months by gender, May 2015
- Younger people use mobile devices most
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- Figure 69: Germany: The consumer – Devices used to buy products online in the last 12 months by age, May 2015
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- Figure 70: Germany: The consumer: Profile of online buyers by device used, May 2015
- The consumer: Where they buy online
- Key points
- What we asked
- Amazon leads
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- Figure 71: Germany: Websites used for online shopping in the last 12 months, May 2015
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- Figure 72: Germany: Websites used for online shopping in the last 12 months, by gender, May 2015
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- Figure 73: Germany: The consumer: Leading online retailers: profile of shoppers, May 2015
- The consumer: Online shopping habits and attitudes
- Key points
- What we asked
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- Figure 74: Germany: The consumer: Attitudes to online shopping, % agreeing, May 2015
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- Figure 75: Germany: The consumer: Attitudes to online shopping: profile of shoppers, May 2015
Italy
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- Executive summary
- The market environment
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- Figure 76: Europe: Broadband penetration (As % all households), 2014
- Figure 77: Europe: Numbers saying they have bought online in the last year, 2014
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- Figure 78: Europe: Devices used to access the internet in the last three months, January 2015
- Market size and forecast
- Leading online retailers
- The consumer: shopping online by device used
- The consumer: where they buy online
- The consumer: online shopping habits and attitudes
- What we think
- Issues and insights
- Italian online shoppers reach for their phones
- Amazon sets the standard
- The market environment
- Key points
- Internet access
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- Figure 79: Europe: Broadband penetration, (As % all households), 2014
- Figure 80: Italy: Broadband penetration, (As % all households), 2007-14
- Online shopping: 81% have bought online
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- Figure 81: Europe: Numbers saying they have bought online in the last year, 2014
- Device access: smartphone access high in Italy
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- Figure 82: Europe: Technology products personally owned, January 2015
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- Figure 83: Europe: Devices used to access the internet in the last three months, January 2015
- Figure 84: Italy: Devices used to shop online in last 12 months, May 2015
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- Figure 85: Europe: Devices used to shop online in last 12 months, May 2015
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- Figure 86: Europe: Numbers saying they have bought online in the last year, 2014
- Figure 87: Italy: Numbers saying they have bought online in the last year, 2007-14
- Figure 88: Italy: Categories bought online in the last year, 2014
- Market size and forecast
- Italy, still a small e-commerce market
- Slow to develop
- Potential ahead
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- Figure 89: Italy: Online retail sales (incl. VAT), 2010-15
- Figure 90: Italy: Online retail sales forecasts (incl. VAT), 2015-20
- Segmentation by major categories
- Leading online retailers
- Key points
- Leading retailers by sales
- Food online starting to see more developments
- Electricals retailers ahead of the game
- Yoox and Net-a-Porter join forces
- Personal service at Supermercato 24
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- Figure 91: Italy: Leading online retailers, 2014
- Leading retail sites by visitor numbers
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- Figure 92: Italy: Top 20 sites by number of unique visitors, September 2014
- Figure 93: Italy: Top 20 sites by number of pages viewed, September 2014
- Leading online retailers – Market shares
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- Figure 94: Italy - Leading online retailers, estimated market shares, 2014
- The consumer - Shopping online by device used
- Key points
- What we asked
- Laptops and desktops dominate
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- Figure 95: Italy - The consumer: Devices used to shop online in last 12 months, May 2015
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- Figure 96: Italy – Shopping online via any device and via smartphone by gender, May 2015
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- Figure 97: Italy – Shopping online via any device and via smartphone by working status, May 2015
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- Figure 98: Italy – The consumer: Profile of online buyers by device used, May 2015
- The consumer – Where they buy online
- Key points
- What we asked
- Amazon in the lead
- Zalando ahead in fashion
- Electricals retailers prominent online
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- Figure 99: Italy: Websites used for online shopping in the last 12 months, May 2015
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- Figure 100: Italy: The consumer: Leading online retailers: profile of shoppers, May 2015
- The consumer – Online shopping habits and attitudes
- Key points
- What we asked
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- Figure 101: Italy – The consumer: Attitudes towards online shopping, % agreeing, May 2015
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- Figure 102: Italy – The consumer: Attitudes towards online shopping, by gender, % agreeing, May 2015
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- Figure 103: Italy: The consumer: Attitudes towards online shopping: profile of shoppers, May 2015
Spain
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- Executive summary
- The market environment
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- Figure 104: Europe: Broadband penetration, 2014 (as % of households)
- Figure 105: Europe: Devices used to access the internet in the last three months, Nov 2014-Jan 2015
- Market size and forecast
- Leading online retailers
- The consumer: shopping online by device used
- The consumer: where they buy online
- The consumer: online shopping habits and attitudes
- What we think
- Issues and insights
- Where next for grocery retailers?
- Payment – the new battleground
- The market environment
- Key points
- Broadband connections reach 73% of households
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- Figure 106: Europe: Broadband penetration, 2014 (as % of households)
- Figure 107: Spain: Percentage of households with a broadband internet connection, 2007-14
- Device access: smartphone access higher in Spain
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- Figure 108: Europe: Devices used to access the internet in the last three months, Nov 2014-Jan 2015
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- Figure 109: Europe: % of individuals buying online in the last year, 2014
- Figure 110: Spain: % of individuals buying online, 2007-14
- Figure 111: Spain: Product categories bought online in the last year, 2014
- Market size and forecast
- Online’s relative importance is low at 2.9% of all retail sales
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- Figure 112: Spain: Online retail sales (incl. VAT), 2010-15
- But the channel will continue to grow its share of all retail sales
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- Figure 113: Spain: Online retail sales forecasts (incl. VAT), 2015-20
- Segmentation by major categories
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- Figure 114: Spain: Online retail sales, segmentation by major categories, 2014
- Figure 115: Spain: Estimated online retail sales, by major categories, 2014
- Leading online retailers
- Key points
- Amazon moving towards to pole position
- Pioneering - El Corte Inglés
- Flash sales sites move in early
- Fashion pureplayers popular
- Store based fashion retailers building multi-channel capability
- Media Markt steps up in the electricals sector
- Consumers not engaging with online grocery shopping
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- Figure 116: Spain: Major online retailers by net online revenues, 2012-14
- Leading retail sites by visitor numbers
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- Figure 117: Spain: Leading retail websites, by visitor numbers, September 2014
- Leading online retailers - Market shares
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- Figure 118: Spain: Leading retailers shares of online sales, 2012-14
- The consumer – Shopping online by device used
- Key points
- What we asked
- Laptops and desktops dominate
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- Figure 119: The consumer – Devices used to buy products online in the last 12 months, May 2015
- Men more likely to shop online
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- Figure 120: Spain: The consumer – devices used to buy products online in the last 12 months by gender, May 2015
- Young people much more likely to use mobile devices
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- Figure 121: Spain: The consumer – devices used to buy products online in the last 12 months by age, May 2015
- The consumer – Where they buy online
- Key points
- What we asked
- Amazon dominates
- Online marketplaces appeal to Spanish consumers
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- Figure 122: Spain: The consumer – Where they bought online in the last 12 months, May 2015
- Buying drops off sharply among the over 65s
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- Figure 123: Spain: The consumer – El Corte Inglés shoppers by age, May 2015
- Buying is skewed to the affluent
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- Figure 124: Spain: The consumer – where they shop, by household income, May 2015
- The consumer – Online shopping habits and attitudes
- Key points
- What we asked
- Payment a key issue
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- Figure 125: Spain: The consumer – online shopping habits and attitudes, May 2015
- Cost-conscious shoppers
- Delivery and returns – key battlegrounds
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- Figure 126: Spain: The consumer – those willing to pay more for same day delivery by age and household income, May 2015
UK
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- Overview
- What you need to know
- Areas covered in this report
- Executive Summary
- The market
- Online sales growth slows in 2014
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- Figure 127: Internet retail sales (incl. VAT), 2010-20
- Share of the retail market
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- Figure 128: Internet retail sales as % of all retail sales, 2010-20
- Store-based retailers catching up with market
- Market segmentation
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- Figure 129: Breakdown of online retail sales by major category, 2015 (est)
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- Figure 130: Online sales as % of total category sales, 2013-15
- Companies and market shares
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- Figure 131: Leading online retailers: share of all online retail sales, 2014
- The consumer
- Devices used for online shopping
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- Figure 132: Online shopping in last 12 months, by device used, May 2015
- Product categories purchased
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- Figure 133: Products bought online, May 2015
- Figure 134: Products bought by device used, May 2015
- Where they shopped
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- Figure 135: Websites bought from in the last 12 months, May 2015
- Who shops where
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- Figure 136: Profile of online shoppers, by retailer used, May 2015
- Attitudes towards buying online
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- Figure 137: Attitudes towards buying online, May 2015
- What we think
Issues and Insights
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- It is who people buy from, not how, that matters
- The facts
- The implications
- So is there a ceiling to online sales?
- The facts
- The implications
- But aren’t some pureplays already opening stores?
- The facts
- The implications
- Does it really matter which device is used?
- The facts
- The implications
- The Market – What You Need To Know
- Online shopping peaks for Black Friday
- Tablets becoming the device of choice
- Online market will rise to £71.2 billion by 2020
- Market growth is slowing
- Impact of m-commerce will diminish
- Non-store channel still nudging ahead
- Three major product categories
- Sales of digital entertainment products exceed £2 billion in 2014
- Market Drivers
- Who’s shopping online?
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- Figure 138: Proportion of people who have shopped online in the past three months by age group, April 2014-15
- Devices used to shop online
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- Figure 139: Devices used to shop online in the past year, May 2015
- Device ownership
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- Figure 140: Internet-enabled technology products personally owned, April 2014-15
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- Figure 141: Internet-enabled technology products in the household, June 2013-November 2014
- Broadband access
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- Figure 142: Percentage of households with broadband access, 2011-14
- Consumer context
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- Figure 143: Consumer confidence levels, March 2011-15
- Figure 144: Annual % change in average weekly earnings versus annual % change in consumer prices, January 2011-April 2015
- Market Size and Forecast
- Growth slows in 2014
- But picks up again in 2015 first quarter
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- Figure 145: Internet retail sales (incl. VAT), 2010-20
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- Figure 146: Internet retail sales as % of all retail sales, 2010-20
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- Figure 147: Internet retail sales (incl. VAT), in current and constant prices, 2010-20
- Segmentation: store-based growth starts to move in line with market total
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- Figure 148: Internet retail sales by store-based retailers (incl. VAT), 2010-20
- Figure 149: Internet retail sales by store-based retailers (incl. VAT), in current and constant prices, 2010-20
- Segmentation: non-store retailers still nudging ahead
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- Figure 150: Internet retail sales by retailers without stores (incl. VAT), 2010-20
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- Figure 151: Internet retail sales by retailers without stores (incl. VAT), in current and constant prices, 2010-20
- Forecast methodology
- The fan chart
- Market Segmentation
- Electricals, clothing and grocery dominate online
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- Figure 152: Breakdown of online retail sales by major category (incl. VAT where applicable), 2013-15 (est)
- Proportion of sales online by category
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- Figure 153: Online sales as % of total category sales, 2013-15
- Review of major product categories
- Electrical goods
- Clothing and footwear
- Grocery
- Digital Spending
- Digital sales exceed £2.4 billion in 2014
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- Figure 154: Breakdown of estimated spending on digital entertainment products, 2014
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- Figure 155: Digital sales – music, 2013-15
- Figure 156: Digital sales – video, 2013-15
- Figure 157: Digital sales – e-books, 2013-15
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- Figure 158: Digital sales – computer/console games, 2013 -15
- Key Players – What You Need to Know
- Amazon’s growth slows
- Store-based retailers catching up
- Grocers still see the lowest proportion of their sales generated online
- Buy it now
- Flexible delivery options
- Online retail advertising spend returns to growth
- TV dominates advertising spend but eBay favours the internet
- Leading Online Retailers
- The top 25 online retailers
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- Figure 159: Leading online retailers’ net online revenues, 2012-14
- Top 25: Pureplays versus multichannel
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- Figure 160: Distribution of the revenues of the top 25 online retailers (as ranked in 2014) by type of retailer, 2012-14
- Top 25: Proportion of sales generated online
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- Figure 161: Top 25 online retailers: Proportion of total sales transacted online, 2014
- Top 25: By major product category
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- Figure 162: Top 25 retailer, by major product category, 2014
- Market Shares
- Top 25 retailers increase their share of total spending
- Store-based retailers are the biggest winners
- Amazon drops share for two years running
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- Figure 163: Top 25 online retailers: Share of all online retail sales, 2012-14
- Innovation
- Buy now
- Flexible delivery options
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- Figure 164: An artist’s impression of an Argos digital store within Sainsbury's
- Unlocking the potential of social commerce
- Personalised digital stores
- Option to buy non-groceries that can be delivered with a grocery order
- Access all areas
- Brand Communication and Promotion
- Online retail advertising spend up in 2014
- Online marketplace operators are the biggest ad spenders
- Specialist pure play online retailers
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- Figure 165: Recorded above-the-line, online display and direct mail total advertising expenditure on online retail by leading UK pure play online retail operators, 2011-14
- TV dominates
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- Figure 166: Recorded above-the-line, online display and direct mail total advertising expenditure on online retail by leading UK pure play online retail operators, by media type, 2011-14
- eBay favours the internet over TV
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- Figure 167: Main media ad spend by leading UK Pure Play online retail operators, by media type, 2014
- Brand Research
- What you need to know
- Brand map
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- Figure 168: Attitudes towards and usage of selected brands, September 2014, November 2014, December 2014, January 2015 and June 2015
- Key brand metrics
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- Figure 169: Key metrics for selected brands, September 2014, November 2014, December 2014, January 2015 and June 2015
- Brand attitudes: Consumers see Amazon.co.uk and eBay.co.uk as providing a strong, innovative service for good value
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- Figure 170: Attitudes, by brand, September 2014, November 2014, December 2014, January 2015 and June 2015
- Brand personality: Currys PC World and Tesco have closest association with negative traits
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- Figure 171: Brand personality – macro image, September 2014, November 2014, December 2014, January 2015 and June 2015
- John Lewis, Marks & Spencer and Next are most likely to be seen as stylish, but have prices that may deter some
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- Figure 172: Brand personality – micro image, September 2014, November 2014, December 2014, January 2015 and June 2015
- Brand analysis
- Amazon.co.uk has a very strong performance
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- Figure 173: User profile of Amazon.co.uk, December 2014
- eBay.co.uk also scores highly on recommendation
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- Figure 174: User profile of eBay.co.uk, June 2015
- Argos lacks some glamour, but has a reliable, trustworthy image that encourages consideration
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- Figure 175: User profile of Argos, December 2014
- Next sits in the middle of both ends of the market
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- Figure 176: User profile of Next, January 2015
- John Lewis has exclusive and expensive brand image that limits usage
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- Figure 177: User profile of John Lewis, November 2014
- Marks & Spencer’s wider availability helps to create more usage than John Lewis
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- Figure 178: User profile of Marks & Spencer, November 2014
- Currys PC World lags behind other brands on a number of traits
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- Figure 179: User profile of Currys PC World, December 2014
- Tesco has high penetration despite certain negative traits
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- Figure 180: User profile of Tesco, September 2014
- The Consumer – What You Need to Know
- Mobile devices still only a small part of the market
- Clothing the most bought product online
- Amazon dominant by frequency of use
- Satisfaction high
- People like reviews, but concerns over security won’t go away
- The consumer - Devices Used For Online Shopping
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- Figure 181: Online shopping in last 12 months, by device used, May 2015
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- Figure 182: Profile of those who shop, by device and location, May 2015
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- Figure 183: Use of mobile devices for shopping, regional profile, May 2015
- The consumer – Products Bought Online
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- Figure 184: Products bought online, May 2015
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- Figure 185: Products bought by device used, May 2015
- Figure 186: Products bought by device used, May 2015
- Who buys what?
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- Figure 187: Profile of shoppers by product on a laptop/desktop, May 2015
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- Figure 188: Smartphone buyers by product, May 2015
- Number of products bought
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- Figure 189: Number of different types of product bought online, May 2015
- Figure 190: Profile of online shoppers by the number of products bought, May 2015
- The consumer – Who Shops Where
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- Figure 191: Websites bought from in the last 12 months, May 2015
- Who shops where?
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- Figure 192: Profile of online shoppers, by retailer used, May 2015
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- Figure 193: Number of different retailers bought from in the last 12 months, May 2015
- Figure 194: Profile of online shoppers by the number of retailers bought from, May 2015
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- Figure 195: Retailers bought from by the number of retailers used, May 2015
- Retail Consumer Comparisons
- Regional differences
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- Figure 196: Leading online retailers, relative strength, by region, May 2015
- Location
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- Figure 197: Leading online retailers, relative strength, by location, May 2015
- Education
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- Figure 198: Leading online retailers, relative strength, by education, May 2015
- Size of household
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- Figure 199: Leading online retailers, relative strength, by number of people in household, May 2015
- Online retailer used most recently
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- Figure 200: Websites bought from most recently, May 2015
- Who bought what from where?
- Online Consumer Satisfaction
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- Figure 201: Overall satisfaction with the last website bought from, May 2015
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- Figure 202: Profile of those who are satisfied or indifferent, May 2015
- Satisfaction by retailer last used
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- Figure 203: Overall satisfaction by retailer, May 2015
- Key Driver Analysis
- Methodology
- Service lacking
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- Figure 204: Key drivers of overall satisfaction with Amazon, May 2015
- Figure 205: Overall satisfaction with Amazon – key driver output, May 2015
- The consumer – Attitudes Towards Buying Online
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- Figure 206: Attitudes towards buying online, May 2015
- Figure 207: Profile of those agreeing with attitudinal statements, May 2015
- Appendix: Key Driver Analysis
- Interpretation of results
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- Figure 208: Overall satisfaction with Amazon – key driver output, May 2015
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- Figure 209: Satisfaction with Amazon, May 2015
- Appendix – Data Sources and Abbreviations
- Data sources
- Fan chart forecast
- VAT
- Financial definitions
- Abbreviations
Amazon.com
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- What we think
- Strategy
- Profitability
- Making the most of online
- Company background
- Company performance
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- Figure 210: Amazon.com Inc: Group financial performance, 2010-14
- Retail offering
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- Figure 211: Amazon UK: Estimated sales mix, 2014
- Figure 212: Amazon: Product mix by item count, 2015
AO World
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- What we think
- New product categories
- Building brand awareness
- Eyeing further expansion
- Dixons Carphone threat
- Company background
- Company performance
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- Figure 213: AO World Plc: Group financial performance, 2012/13-2014/15
- Retail offering
Argos
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- What we think
- ‘GET SET GO ARGOS’
- Customers being won over by the new-look digital stores
- Digital enhancements driving traffic to Argos’ digital channels and online sales
- Store network advantage
- Fulfilment partnerships
- Concession opportunities
- New hub-and-spoke distribution model
- Same-day delivery service coming
- More product choice
- Company background
- Company performance
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- Figure 214: Argos: Group financial performance, 2010/11-2014/15
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- Figure 215: Argos: Outlet data, 2010/11-2014/15
- Retail offering
ASOS
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- What we think
- A comprehensive product offering that caters to all its target audience
- Expanded fulfilment options
- Adjusting prices for different territories
- Innovative customer engagement feature
- Website enhancements
- Company background
- Company performance
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- Figure 216: ASOS: Group financial performance, 2010/11-2013/14
- Retail offering
Carrefour
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- What we think
- Stepping up domestic in-store pick-up service
- Starts selling online in China
- Enhanced payment initiatives demonstrate commitment to e-commerce
- Streamlining the shopping experience
- Making online shopping more convenient
- e-coupon technology reinforces low pricing policy
- Connected stores offering customers a new shopping experience
- Bolstering non-food offering
- Company background
- Company performance
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- Figure 217: Carrefour: Group financial performance, 2010-14
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- Figure 218: Carrefour: Outlet data, 2010-14
- Retail offering
Cdiscount
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- What we think
- Company background
- Company performance
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- Figure 219: Cdiscount: Financial performance, 2010-14
- Retail offering
Darty Group
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- What we think
- Connected shops enhancing multichannel offer
- Ramping up click & collect and home delivery options
- Marketplace extends product offering
- ‘First to market’ product offering
- Customer service offerings a key differentiator
- Company background
- Company performance
- Black Friday and January Sales
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- Figure 220: Darty Group: Group financial performance, 2010/11-2014/15
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- Figure 221: Darty Group: Outlet data, 2010/11-2014/15
- Retail offering
Debenhams.com
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- What we think
- Speedier online delivery
- New stores support multi-channel service
- Targeted promotions through single customer view
- Enhanced online experience
- Meeting the demand for increased international online orders
- Unique product offering
- Company background
- Company performance
- Record online sales in the week leading up to Christmas
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- Figure 222: Debenhams: Group financial performance, 2009/10-2013/14
- Retail offering
Dixons Carphone
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- What we think
- Online and in-store working together
- Integration of the brands
- International
- Longer term threats remain
- Company background
- Dixons
- Carphone Warehouse
- Dixons Carphone
- Company performance
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- Figure 223: Dixons Carphone: Group financial performance, 2010/11-2014/15
- Figure 224: Dixons Carphone: Outlet data, 2010/11-2014/15
- Retail offering
El Corte Inglés
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- What we think
- Upward turn in operating profits
- Change at the top hails a new era
- Online performing well…
- Company background
- Company performance
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- Figure 225: El Corte Inglés group: Retail financial performance, 2009/10-2014/15
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- Figure 226: El Corte Inglés group: Estimated online sales, 2012/13-2014/15
- Retail offering
Fnac
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- What we think
- Multichannel offer
- Proximity format stores
- Expanding the range
- Company background
- Company performance
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- Figure 227: Fnac: Group financial performance, 2010-14
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- Figure 228: Fnac: Outlet data, 2010-14
- Retail offering
Johnlewis.com
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- What we think
- Click & collect boosted by increase in the number of collection pick-up points
- New £95m distribution site to fulfil growing demand for click & collect
- New ways to help customers shop across multiple channels
- Asian store expansion opens up multichannel growth possibilities in the region
- Added value services
- Company background
- Company performance
-
- Figure 229: John Lewis Partnership: Group financial performance, 2010/11-2014/15
- Retail offering
La Redoute
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- What we think
- Pillars of revival
- Modernising logistics
- A focus on fashion
- Building brand awareness
- Company background
- Company performance
-
- Figure 230: La Redoute: Group sales performance, 2010-14
- Retail offering
Media Markt/Saturn
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- What we think
- Catching up on e-commerce
- Dominant in Germany
- Company background
- Company performance
-
- Figure 231: Media Markt/Saturn: Group financial performance, 2009/10-2013/14
- Figure 232: Media Markt/Saturn: Outlet data, 2009/10-2013/14
- Retail offering
Next Directory
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- What we think
- Extended last ordering times
- “New In” catalogues ensures “weather appropriate” fashion
- New premium branded business, LABEL expands product breadth
- Overseas online sales growth expected to slow, but China holds potential
- Regional hub and overseas delivery lead times
- Company background
- Company performance
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- Figure 233: Next Directory: Group financial performance, 2010/11-2014/15
- Retail offering
Ocado
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- What we think
- Website interface enhancements encouraging customer retention
- Physical pick-up collection points
- Expanded product offering
- Market-leading IP potential
- Company background
- Company performance
-
- Figure 234: Ocado Ltd: Group financial performance, 2009/10-2013/14
- Retail offering
Otto Group (Multichannel Retail)
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- What we think
- Innovation at its core
- Transformation of 3SI
- Russian troubles
- Company background
- Company performance
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- Figure 235: Otto Group (multichannel retail): Group sales performance 2010/11-2014/15
- Retail offering
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- Figure 236: Otto group main brands, June 2015
Shop Direct Group
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- What we think
- Brands
- Credit remains important
- Looking forward
- Company background
- Company performance
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- Figure 237: Shop Direct Group: Group financial performance, 2009/10-2014/15
- Retail offering
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- Figure 238: Shop Direct: Estimated sales breakdown, 2013/14
Tesco Direct
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- What we think
- Online and stores working hand-in-hand
- Streamlining to succeed
- Direct maintains wider offer as stores focus on key ranges
- A broad appeal
- Company background
- Company performance
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- Figure 239: Tesco Plc: Group financial performance, 2010/11-2014/15
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- Figure 240: Tesco Plc: Estimated net internet revenues, 2012/13-2014/15
- Retail offering
vente-privee.com
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- What we think
- Company background
- Company performance
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- Figure 241: Vente Privee: Group sales performance, 2010-14
- Retail offering
Zalando
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- What we think
- Successful IPO
- Technology at its heart
- Underwhelming expansion in the UK
- Company background
- Company performance
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- Figure 242: Zalando: Group financial performance, 2010-14
- Retail offering
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