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Transform Fashion Retail Report 2015

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Page 1: Transform Fashion Retail Report 2015
Page 2: Transform Fashion Retail Report 2015

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Table of Contents

Introduction � � � � � � � � � � � � � � � � � � � � � � � � � � � � �4Retail Survey – Overall table � � � � � � � � � � � � � � � �6

Experience Areas � � � � � � � � � � � � � � � � � � � � � � � �8Checkout � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � �8Checkout comparison � � � � � � � � � � � � � � � � � � � �10Customer service � � � � � � � � � � � � � � � � � � � � � � � �12Customer service comparison� � � � � � � � � � � � � �14Fulfilment� � � � � � � � � � � � � � � � � � � � � � � � � � � � � � �17Fulfilment comparison � � � � � � � � � � � � � � � � � � � �21International support � � � � � � � � � � � � � � � � � � � � 25International support comparison � � � � � � � � � 29Mobile support � � � � � � � � � � � � � � � � � � � � � � � � � �33Mobile support comparison� � � � � � � � � � � � � � � 35Product detail pages � � � � � � � � � � � � � � � � � � � � �37Product detail pages comparison � � � � � � � � � � 39Returns� � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 43Returns comparison � � � � � � � � � � � � � � � � � � � � � 44Search � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 46Search comparison � � � � � � � � � � � � � � � � � � � � � � 48Social � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 52Social comparison� � � � � � � � � � � � � � � � � � � � � � � 56

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Page 3: Transform Fashion Retail Report 2015

Page 3

Is guest checkout available? � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 8

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The Jigsaw and M&S guest checkout implementations � � � � � � � � � � � � � � � � � � � � � � � � � � � � 9

Paypal offered as a payment method in checkout � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 9

Number of clicks required to checkout � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 9

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Cost of standard delivery � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 17

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Retailers’ promise for when click & collect will be ready in store � � � � � � � � � � � � � � � � � � �20

Retailers’ delivery options beyond weekdays, 9am – 5pm � � � � � � � � � � � � � � � � � � � � � � � �20

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Range between earliest and latest possible delivery date � � � � � � � � � � � � � � � � � � � � � � � � � 26

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Platforms for which retailers have an app � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 33

Superdry’s mobile site home page � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 33

Users’ ratings of retailers’ iOS and Android apps � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 34

Location-based services built into the apps � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 34

ASOS’ app has strong user feedback � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 34

Mobile site speed performance � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 34

Number of images shown on the PDP � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 37

Video included on the PDP � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 37

Net-a-Porter’s strong use of imagery � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 37

Cross-sell and up-sell features on the Next PDP � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 37

All Saints’ returns terms � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 38

Schuh’s PDP � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 38

PDPs featuring user reviews � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 38

PDPs featuring recommendations � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 38

PDPs featuring cross-sells or up-sells � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 38

Retailers offering returns to store � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 43

Retailers offering free returns � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 43

Retailers offering Collect+ for returns � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 43

Retailers prominently displaying returns on the PDP � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 43

Moss Bros’ returns � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 43

Facets available for search � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � �46

Search history displayed � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � �46

Type-ahead / auto-suggest included in the search bar � � � � � � � � � � � � � � � � � � � � � � � � � � �46

Search bar type-ahead includes pictures � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � �46

Schuh’s search facets � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 47

ASOS’ search bar � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 47

Schuh’s search bar � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 47

Total number of social elements for the retailers surveyed � � � � � � � � � � � � � � � � � � � � � � � � 52

Number of Facebook followers � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 52

Number of YouTube subscribers � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 52

Number of YouTube views for each retailer’s most watched video � � � � � � � � � � � � � � � � � � 52

Number of tweets � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 53

Number of Twitter followers � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 53

Burbery’s Twitter page � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 53

Number of Pinterest followers � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � �54

Retailers offering some form of social sharing from the PDP � � � � � � � � � � � � � � � � � � � � � � 55

Different social sharing options offered � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 55

Net-a-Porter includes sharing to Weibo � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 55

Russell & Bromley social sharing support � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � 55

List of figures and screenshots

Page 4: Transform Fashion Retail Report 2015

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Transform’s 2015 Retail Report: Fashion focuses on 58

retailers, reviewing their digital proposition across a

range of dimensions and identifying relative strengths

and weaknesses, and capturing best practices. The

report is designed to provide you with a mirror on your

business and an easy way to benchmark against peers.

But we do not advocate chasing the competition. There

has been a tendency to engage in an ‘arms race’ on

fulfilment, or to expand the international offering based

on the success some have had. Each retailer must

define its proposition against its own strategy and for

its particular customers, clear in what differentiators

add value in their eyes and what elements are expected

core basics. But at the same time, customers do

compare across brands and expectations are set by the

most frequently shopped or most celebrated.

Many retailers have propositions that are strong in

some areas, such as fulfilment, but may be let down in

areas of the site where the user experience lags behind

the overall offer. Similarly, while some have great

usability, the fundamental offer may not be robust. A

surprising finding was that many retailers had not yet

put the enablers in place to offer key multichannel

propositions such as click & collect and that while

many had implemented best practice ideas, such as

guest checkout, the actual execution was weaker than

expected.

Some retailers of course continue to blaze a trail,

being innovative, customer-focused and commercially

savvy. It’s easy to identify leaders and laggards on any

one of those dimensions, but it’s their combination

that matters. For example, from a customer-centricity

perspective one might question a retailers such as New

Look who set a minimum spend threshold on click &

collect, yet if we use a profitability or operational lens,

that conscious choice becomes quite understandable.

This need to include the basic commercial analysis

alongside the CX one is apparent when reviewing the

International propositions. If £3.95 is the standard fee

for a 3 day delivery to Europe, is there genuine enduring

benefit in moving to a free delivery offer?

So while this report does score each area of the

proposition and thus creates a total score for the

retailer, these numbers should be used to focus

thinking rather than be seen as a definitive goal in

themselves. Without sales data, specific customer

insight, an awareness of strategic intent and operational

capability, it’s speculative to judge a retailer’s

proposition. And any report contrasting a Burberry with

its premium, editorial, indulgent offer to a Topshop’s

mass market proposition must be used judiciously.

This report is also not a UX review, in which (for

example) Zara would score less well, nor a review of

sales volumes (where Zara would do comparatively

better). Nor is it a review of visual styling and a

commentary on the high gloss, image laden feel of

some sites vs the more transactional feel of others.

But the scoring methodology is logical and the

array of elements covered is broad and thus more

Introduction

Rank Retailer Score

#1 John Lewis 68

#2 River Island 66

#3 House of Fraser 65

#3 Schuh 65

#5 ASOS 64

#5 New Look 64

#5 Superdry 64

#8 JD Sports 62

#8 Topshop 62

#10 Miss Selfridge 61

Page 5: Transform Fashion Retail Report 2015

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informative of the total customer experience than

traditional reviews. For future editions we can consider

a weighting, noting that success in social is likely to be

a less significant driver of sales than checkout or search

optimisation. But absent detailed analysis to prove

the relative importance of each area, we have instead

weighted each component equally. We would welcome

engagement from fashion retailers who can work with

us to refine this model.

For this report earlier this year we undertook research

across more than 50 and given the pace of change and

competitive jostling we might expect that already some

elements will be out of date as retailers evolve their

propositions. In providing a single reference point on

key elements of the offer we hope to enable readers to

rapidly put any proposition into a wider market context.

All caveats noted, nonetheless there are digital leaders

who stand out and who are the highest scoring.

While in all cases there are elements to improve on,

we would recognise these firms intuitively, based on

their commercial results, customer feedback and the

quality of their teams. There is no surprise that John

Lewis, Superdry, House of Fraser or Schuh feature at

the top of the table. The winning firms are very digital,

are omnichannel in their thinking, have developed

a capability in innovation and have a strong service

orientation. Others might have been expected to

feature, but are let down by their proposition or

capability in particular areas. Boden, a trailblazer in

non-physical fashion retailing, scores less well in

social, mobile & international. Austin Reed is a retailer

recognised as being severely challenged, and it’s no

surprise it has failed to embrace digital (whether that

be the cause or a symptom of its difficulties could be

discussed) . Perhaps surprisingly, the younger, trendier

brands (such as Jack Wills), especially if global (eg

Hollister), may be adequate by US standards but deliver

a comparatively poor offer to their UK customers. As

ever though in retail, the most fundamental ingredient

is having the right product. When those manufacturing

or buying decisions come together with superb

execution and excellent customer experience, as

John Lewis, Superdry and others show, then great

outcomes happen for both retailer and customer.

We hope this report is informative and stimulating, and

drives the discussion, analysis and action needed so

British fashion retailers continue to succeed and excel.

We very much welcome feedback on this first report

and invite you to join the debate on #RRF15

Introduction

Page 6: Transform Fashion Retail Report 2015

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Abercrombie & Fitch 42 50 77 11 57 12 8 8 2 3 8 3 0 4 6

All Saints 56 20 30 57 26 57 8 8 9 7 4 4 8 3 5

ASOS 64 5 46 55 44 45 7 8 8 7 6 4 8 8 8

Austin Reed 34 57 60 37 49 37 4 8 3 3 0 5 5 5 1

BHS 52 30 61 35 51 34 8 8 7 0 5 6 8 6 4

Blue Inc 56 20 73 15 46 41 8 8 6 6 4 5 8 8 3

Boden 37 55 69 22 55 19 3 8 4 3 1 6 3 6 3

Burberry 50 37 55 47 65 4 6 8 7 10 4 4 3 2 6

Burton 57 14 57 41 55 19 5 8 9 5 7 5 10 6 2

Clarks 57 14 78 8 68 2 4 8 6 8 4 6 10 6 5

Coast 52 30 52 50 35 56 5 8 6 3 6 4 10 6 4

Debenhams 51 34 64 32 53 27 3 8 7 5 4 6 8 5 5

Dorothy Perkins 57 14 59 39 58 10 4 8 6 5 7 5 10 6 6

Dune 53 26 26 58 45 42 8 8 5 5 1 7 8 7 4

Evans 59 12 63 33 43 48 8 8 5 7 5 6 10 6 4

Fatface 53 26 68 28 49 37 8 8 6 6 2 4 10 6 3

French Connection 55 23 68 28 40 52 8 8 3 6 4 9 5 6 6

Gap 45 45 57 41 53 27 6 8 3 n/a 5 6 10 3 4

H&M 41 52 85 1 65 4 2 8 3 n/a 6 6 3 5 8

Harvey Nichols 37 55 51 51 55 19 0 8 4 0 1 6 8 3 7

Hobbs 55 23 69 22 56 15 7 8 5 5 4 8 10 6 2

Hollister 31 58 73 15 53 27 4 8 0 n/a 4 4 0 4 7

House of Fraser 65 3 73 15 57 12 8 8 7 5 7 6 10 7 7

Jack Wills 39 54 75 12 58 10 3 8 2 1 6 5 5 2 7

JD Sports 62 8 57 41 43 48 8 8 6 7 9 6 8 5 5

Jigsaw 51 34 79 3 36 54 8 8 3 6 1 7 8 7 3

John Lewis 68 1 57 41 39 53 8 8 7 4 8 8 10 8 7

Jones Bootmaker 43 48 62 34 54 24 6 8 7 0 4 5 7 6 0

Joules 53 26 55 47 41 50 9 8 7 5 1 6 8 5 4

Retail Survey –

Overall table

Overall Site speed Mobile speed

CheckoutScore

Customer serviceScore

FulfilmentScore

Interna-tionalScore

MobileScore

Product detail PageScore

ReturnsScore

SearchScore

SocialScoreScore Rank Score Rank Score Rank

Page 7: Transform Fashion Retail Report 2015

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Retail Survey –

Overall table

Overall Site speed Mobile speed

CheckoutScore

Customer serviceScore

Fulfilment

Score

Interna-tionalScore

MobileScore

Product detail PageScore

ReturnsScore

SearchScore

SocialScoreScore Rank Score Rank Score Rank

Karen Millen 53 26 53 49 50 35 4 8 5 6 6 6 10 6 2

Littlewoods 50 37 69 22 45 42 2 8 9 0 4 8 5 8 6

LK Bennett 48 43 57 41 45 42 6 8 5 6 3 7 5 6 2

Marks & Spencer 57 14 79 3 50 35 6 8 7 4 6 6 8 6 6

Matalan 51 34 79 3 53 27 6 8 5 0 6 6 8 7 5

Matches 43 48 74 13 56 15 2 8 3 7 3 5 3 5 7

Miss Selfridge 61 10 39 56 57 12 8 8 8 6 5 6 10 5 5

Moss Bros 55 23 79 3 66 3 8 8 6 5 4 4 10 5 5

Net a Porter 56 20 60 37 52 32 8 8 2 7 8 6 3 6 8

New Look 64 5 58 40 70 1 8 8 8 6 5 4 10 7 8

Next 50 37 67 30 56 15 0 8 9 8 7 2 5 6 5

Oasis 49 41 49 53 36 54 4 8 6 1 6 6 7 6 5

Office 57 14 71 20 54 24 8 8 6 3 4 6 10 5 7

Peacocks 42 50 79 3 44 45 7 8 6 2 1 5 5 5 3

Phase Eight 48 43 73 15 47 40 8 8 6 3 0 7 8 5 3

Reiss 52 30 69 22 55 19 7 8 5 7 1 7 5 6 6

River Island 66 2 73 15 n/a n/a 8 8 8 5 8 7 10 5 7

Russell & Bromley 40 53 70 21 61 9 4 8 4 2 0 4 7 5 6

Schuh 65 3 78 8 64 7 8 8 9 2 4 9 10 9 6

Selfridges 50 37 69 22 53 27 8 8 4 5 1 5 8 4 7

Superdry 64 5 81 2 55 19 9 8 10 10 4 6 8 6 3

Ted Baker 52 30 74 13 41 50 6 8 7 7 2 4 7 6 5

Topshop 62 8 61 35 56 15 4 8 6 7 8 8 7 6 8

Very 45 45 66 31 44 45 2 8 9 0 4 3 5 8 6

Wallis 58 13 56 46 65 4 8 8 7 6 4 8 10 5 2

Warehouse 57 14 51 51 52 32 4 8 5 7 6 6 10 6 5

Whistles 60 11 47 54 54 24 8 8 8 7 1 7 10 6 5

White Stuff 45 45 69 22 63 8 4 8 4 5 1 8 8 4 3

Zara 49 41 78 8 49 37 9 8 3 n/a 6 6 8 4 5

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The checkout is of course the most critical user

experience component to get right. Determining

when to enter the HTTPS section, whether to allow

a click back to the homepage or PDP, when to expire

the session, how to insert the fulfilment options, how

(whether?) to present support for vouchers etc. are

just a few of the commercial, brand and UX issues

to work through. And across the array of potential

features, the right answer is unclear and needs to be

established on a case by case basis.

However, there are certain uncontroversial basics:

1. The overall process should be as

simple and fast as possible

2. Guest checkout should be enabled

3. Taking payment should be as low a

barrier as possible

Reviewing these dimensions, it’s surprising therefore

that 31% still don’t offer a guest checkout capability.

And of those that do, many (such as Jigsaw)

put up substantial registration and data-capture

components.. Often these will have sub-optimal

signage to the user about why the data is being

captured eg “Enter your email so we can alert you

when your item’s despatched” is preferred to “Email:”

simply being one of a long collection of fields. Best

practice around guest checkout design is still in flux

but it’s clear that many retailers are only paying lip

service to it, with the more sophisticated approaches

reducing data entry at point of sale in combination

with subsequent follow-ups for data enrichment.

Experience AreasCheckout

Top retailers in checkout

9/10Zara

9/10Superdry

9/10Joules

31%69%

No: 31%

Yes: 69%

Is guest checkout available?

ASOS uses social network logins in its guest checkout

Debenhams’ guest checkout is explicit on how registering with email helps

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Paypal, which is perhaps the closest most retailers

will get to a ‘one-click’ type payment solution,

is increasingly common. Understandably so,

given its heritage and consumer’s affection for

the brand, its privacy and simplicity. But noting

its substantial impact on commercials, especially

for smaller baskets, and the difficulty in proving

ROI indisputably, it’s unsurprising that almost one

quarter of the researched retailers have yet to

implement it.

However, the checkout research also proves

incontrovertibly that ultimately it’s all about the

product proposition. In our research, Next scored

zero for its checkout – it’s a lengthy, process with

enforced registration and no Paypal support. But

Next is undeniably a giant in online sales, because

ultimately it has great product at great prices.

However, one is left wondering how much better

it could be if it adopted more of the best practices.

7+ – 17%

6 – 31%

5 – 22%

4 – 22%

3 – 7%

7%

3

4

5

6

7+

31%

17%

22%

22%

Yes: 76%

No: 24%

Experience AreasCheckout

The Jigsaw and M&S guest checkout implementations

Paypal offered as a payment method in checkout

Number of clicks required to checkout

Page 10: Transform Fashion Retail Report 2015

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Abercrombie & Fitch 4 Yes Yes Yes

All Saints 6 Yes Yes Yes

ASOS 4 Yes No Yes

Austin Reed 6 Yes No No

BHS 6 Yes Yes Yes

Blue Inc 4 Yes Yes Yes

Boden 8 No No Yes

Burberry 6 No Yes Yes

Burton 5 Yes Yes No

Clarks 6 Yes No No

Coast 8 Yes No Yes

Debenhams 13 No No Yes

Dorothy Perkins 6 Yes No No

Dune 5 Yes Yes Yes

Evans 5 Yes Yes Yes

Fatface 4 Yes Yes Yes

French Connection 5 Yes Yes Yes

Gap 6 No Yes Yes

H&M 5 No No No

Harvey Nichols 9 No No No

Hobbs 5 Yes No Yes

Hollister 6 Yes No No

House of Fraser 6 Yes Yes Yes

Jack Wills 3 No No No

JD Sports 6 Yes Yes Yes

Jigsaw 6 Yes Yes Yes

John Lewis 6 Yes Yes Yes

Jones Bootmaker 7 No Yes Yes

Joules 3 Yes Yes Yes

Checkout comparisonNo of clicks (from

product to checkout completion)

Is Paypal offeredCan you checkout without registering

at all?Guest checkout

Page 11: Transform Fashion Retail Report 2015

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Checkout comparisonNo of clicks (from

product to checkout completion)

Is Paypal offeredCan you checkout without registering

at all?Guest checkout

Karen Millen 4 Yes No No

Littlewoods 6 No No No

LK Bennett 9 Yes Yes Yes

Marks & Spencer 5 No Yes Yes

Matalan 8 Yes Yes Yes

Matches 4 No No No

Miss Selfridge 4 Yes Yes Yes

Moss Bros 6 Yes Yes Yes

Net a Porter 6 Yes Yes Yes

New Look 4 Yes Yes Yes

Next 8 No No No

Oasis 5 Yes No No

Office 7 Yes Yes Yes

Peacocks 6 Yes No Yes

Phase Eight 4 Yes Yes Yes

Reiss 4 Yes No Yes

River Island 6 Yes Yes Yes

Russell & Bromley 5 Yes No No

Schuh 5 Yes Yes Yes

Selfridges 5 Yes Yes Yes

Superdry 3 Yes Yes Yes

Ted Baker 8 Yes Yes Yes

Topshop 4 Yes No No

Very 5 No No No

Wallis 4 Yes Yes Yes

Warehouse 6 Yes No No

Whistles 4 Yes Yes Yes

White Stuff 5 Yes No No

Zara 3 Yes Yes Yes

Page 12: Transform Fashion Retail Report 2015

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Customer service is receiving increased attention

now that organisations have understood that

multichannel means more than simply web and

physical. Enabling a single customer view and

consistent, seamless experience across all channels

has become key. And while it was originally hoped

that online would drive down contact centre costs,

the reality has been different. For many, the ‘where

is my order’ calls have led to significant volume

impacts. Additionally, average handling times

have risen, as the contact centre is handling more

complex queries rather than the simpler ones that

customers can self-answer through FAQs and the

like. For the most sophisticated retailers, contact

centres are now a profit-centre, with the employee

able to not just resolve customer issues but to save

lost sales and upsell products into the customer’s

order. However, some 10% of retailers (ASOS,

Hollister and those associated with the Aurora

group) do not offer a phone based approach to

customer service.

Experience AreasCustomer service

Top retailers in customer service

9/10Wallis

9/10Next

9/10Littlewoods

9/10Burton

10/10Schuh

10/10House of Fraser

10/10Burberry

Yes90%

No10%

Contact Us0100 111 234 55

Yes12%

No88%

Chat Now

Yes95%

No5%

Email Us

The range of channels used is increasing to match the

range that customers use. But not all channels are equal.

Some, such as social, are used more for complaints than

for support, and are used more by the younger audience.

Recent research (Oracle Retail Report 2015 – Delivering

Retail) found 42% of retailers did not respond to an enquiry,

and 15% took more than one day (a lifetime in today’s

digital world). Where social is undertaken, it must therefore

be undertaken fully.

This is most key for Millennials in particular, where

social is preferred to email, and indeed they may have

an email address only in order to register for Snapchat,

Instagram, WhatsApp and the like. Email is of course also

an asynchronous medium and the ping-pong contacts are

far less efficient than chat, for example, in resolving many

issues. The same Oracle report found 24% of its (different)

respondents did not reply at all. And only 43% could

manage to respond on the same day. Given Live Chat tends

to be more effective at upselling than email and that the

concurrent contact handling makes it more efficient than

Schuh uses Live Chat to support sales from the PDP

Contact methods offered by retailers

Page 13: Transform Fashion Retail Report 2015

Page 13

telephone response, we might anticipate more retailers

offering chat options. Live chat is however comparatively

uncommon, with just seven retailers using it despite its

superiority in fully resolving issues. Given chat also tends

to be more effective at upselling than email and that the

concurrent contact handling makes it more efficient than

telephone response, we would anticipate more retailers

offering chat options. As in so many areas, Schuh is at the

leading edge here. Their PDPs are already best in class

from an information perspective, but additionally there is

also full live chat support over both text and video, and

while it can be intrusive when browsing, it is clear they are

committed to using customer service to make the sale and

support the consumer throughout their journey.

Partially driven by the increasing international footprint

of the retailers, available support hours have expanded.

Round the clock coverage is perhaps surprisingly common

with 22% of retailers offering it, and while that might be

expected from global brands such as H&M and Gap, it

is also offered by retailers such as All Saints. Retailers

have very clearly recognised that fashion shopping is not

a 9-5 activity, and with delivery cut-offs edging closer

to midnight (and reaching it in some cases), supporting

the shop with customer service should quickly follow.

Certainly weekend and evening support has now become

normal, with a majority offering it.

Weekdays, beyond 9-5

Saturdays

Sundays

24 hours

Yes64%

Yes66%

Yes53%

Yes21%

No36%

No34%

No47%

No79%

Mon Tue Wed Thur Fri Sat Sun

Mon Tue Wed Thur Fri Sat Sun

Mon Tue Wed Thur Fri Sat Sun

Experience AreasCustomer service

Availability of customer service

All Saints presents a clear, simple and extensive set of 24x7 customer service options

Schuh offers video and text based chat

Page 14: Transform Fashion Retail Report 2015

Page 14

Abercrombie & Fitch email, phone Yes 24 hrs Yes No No

All Saints email, phone, post, social media Yes 24 hrs Yes No No

ASOS email, social media Yes None Yes No No

Austin Reed email, phone, post Yes 9am - 5pm Monday to Friday Yes No No

BHS email, phone, post Yes 9am - 11pm Monday to Friday Yes No Yes

Blue Inc email, phone, post Yes 8:30am - 5�00pm Monday to Friday Yes No No

Boden email, phone, post Yes 8am-10pm Monday - Saturday, 10am-6pm Sunday No No No

Burberry email, phone, chat Yes 24 hrs Yes Yes Yes

Burton email, phone Yes 24 hrs Yes No Yes

Clarks email, phone, post Yes 8�30am - 8pm Monday to Friday, 8�30am - 6pm Saturday Yes No No

Coast email Yes None Yes No No

Debenhams email, phone, post Yes8am - 11pm Monday to Friday, 8am - 8pm Saturday & Sunday

Yes No No

Dorothy Perkins email, phone Yes9am - 11pm Monday to Friday, 9am - 6pm Saturday & Sunday, 9am - 5:30pm UK Bank Holidays

Yes No No

Dune email, phone, post Yes 9am - 6pm Monday - Friday, 9am - 1pm Saturday Yes No No

Evans email, phone Yes9am - 11pm Monday to Friday, 9am - 6pm Saturday & Sunday, 9am - 5:30pm UK Bank Holidays

Yes No No

Fatface email, phone Yes 8�30am - 6pm Monday to Friday Yes No No

French Connection email, phone, post, social media Yes 9am - 8pm Monday - Friday No No No

Gap email, phone, post, chat Yes 24 hrs No Yes No

H&M email, phone Yes 24 hrs Yes No No

Harvey Nichols email, phone, post Yes 9am - 8pm Monday to Saturday, 11am - 6pm Sunday No No No

Customer service comparison

Contact us via Email Telephone & hours Dynamic FAQ's

Click to chat

Click to call

Page 15: Transform Fashion Retail Report 2015

Page 15

Hobbs email, phone Yes 9am - 5pm Monday to Friday Yes No No

Hollister email Yes None No No No

House of Fraser email, phone, post, chat, social media Yes7am - 10pm Monday to Friday, Saturday & Sunday 9am - 10pm

Yes Yes Yes

Jack Wills email, phone, post Yes8am - 10pm Monday to Friday, 9am - 10pm Saturday and Sunday

Yes No No

JD Sports online form, by phone, twitter No8am - 8pm Monday to Friday, 9am - 5pm Saturday, 10am - 6pm Sunday

Yes No No

Jigsaw email, phone Yes 8am - 6pm Monday to Friday Yes No No

John Lewis email, phone, post Yes 7am- midnight, 7 days a week Yes No No

Jones Bootmaker email, phone, post Yes 9am-5pm Monday to Friday� Yes No No

Joules email, phone Yes8am – 8pm Monday to Friday, 9am - 5pm Saturday and Sunday

Yes No No

Karen Millen email Yes None Yes Yes No

Littlewoods email, phone, post, social media Yes 24 hrs Yes Yes No

LK Bennett email, phone Yes 9am - 5�30pm Monday to Friday Yes No No

Marks & Spencer email, phone, post, social media Yes 8am - 11pm Monday - Friday Yes No No

Matalan email, phone Yes 8am- 6pm Monday to Sunday Yes No No

Matches email, phone, post Yes 24 hrs Yes No No

Miss Selfridge email, phone, post Yes 9am - 11pm Monday to Friday Yes No No

Moss Bros email, phone, post Yes 9am - 5pm Monday to Friday Yes No No

Net a Porter email, phone Yes 24 hrs Yes No No

New Look email, phone, post Yes 10am - 6pm Monday to Saturday No No No

Customer service comparison

Contact us via Email Telephone & hours Dynamic FAQ's

Click to chat

Click to call

Page 16: Transform Fashion Retail Report 2015

Page 16

Next email, phone, post Yes 24 hrs Yes No Yes

Oasis none No None Yes Yes No

Office email, phone, post Yes 24 hrs Yes No No

Peacocks email, phone, post Yes8�30am - 5�00pm Monday to Thursday, 8�30am - 4�00pm to Friday

Yes No No

Phase Eight email, phone, post Yes 8am - 8pm Monday to Friday, 9am - 6pm Saturday Yes No No

Reiss email, phone, post Yes 8�30am - 5�30pm Monday to Friday , 9am - 3�30pm Saturday Yes No No

River Island email, phone, post Yes 8am - 8pm Monday to Sunday Yes No No

Russell & Bromley email, phone Yes 24 hrs Yes No No

Schuh email, phone, post Yes8:30am - 8:30pm Monday to Thursday, 8:30am-8pm Friday, 9am-6pm Saturday, 9am - 5pm Sunday

Yes Yes Yes

Selfridges email, phone, post Yes 9am - 10pm Monday to Saturday, 10am - 6pm Sundays Yes No No

Superdry email, phone, post Yes8am - 8pm Monday to Friday, 9am - 5pm Saturday, 10am - 4pm Sunday

Yes No No

Ted Baker email, phone Yes 9am - 10pm Monday to Friday, 9am - 6pm Saturday No No No

Top Shop email, phone yes9am - 11pm Monday to Friday, 9am - 6pm Saturday & Sunday, 9am - 5:30pm UK Bank Holidays

Yes No No

Very email, phone, post, social media Yes 24 hrs Yes No No

Wallis email, phone, post Yes9am - 11pm Monday to Friday, 9am - 6pm Saturday & Sunday, 9am - 5:30pm UK Bank Holidays

Yes No Yes

Warehouse email Yes None Yes No No

Whistles email, phone Yes9am- 5pm Monday to Wednesday, 9am - 7pm Thursday - Friday, 10am - 6pm Saturday

Yes No No

White Stuff email, phone Yes9am - 7pm Weekdays, 9am - 5pm Saturdays, 10am - 4pm Sundays

Yes No No

Zara email, phone, social media No7:30am - 6:30pm Monday to Friday, 9:00am - 3:00pm Saturday

Yes No No

Customer service comparison

Contact us via Email Telephone & hours Dynamic FAQ's

Click to chat

Click to call

Page 17: Transform Fashion Retail Report 2015

Page 17

Where standard isn’t free, it’s usual for it to be so

above a certain spend level. For the savvy shoe

retailers (LK Bennett, Office, Schuh) there’s a token

minimum spend (less than £5), but otherwise 28% see

£50 as the standard threshold (indeed the handful

that set it between £20 and £50 might wish to A/B

test their choice if they haven’t done so). Of those

above £50, Net-a-Porter’s £200 threshold is perhaps

understandable, in contrast to Fat Face’s £60. But 15%

of the retailers never offer it, and we might assume that

some are missing out on the larger baskets, except it

includes retailers such as Very, Next and Boden, who

focus on yield management and whose free returns

may mean the AOV is naturally larger.

Standard pricing has now stabilised at two distinct

levels – it’s either free (25% of retailers) or it’s £3.99

(52%). Some retailers are at £3 or £3.50 but are arguably

eating into margin unless they’ve proven their specific

demand exhibits elasticity around this delivery price

point. And a small number of retailers are substantially

above this level. This will become unsustainable in the

customers’ eyes, and these retailers will need to fix

whatever their operational challenges are and/or wean

themselves off delivery-related profits which customers

will come to resent.

Experience AreasFulfilment

£4+: 9%

£4: 52%

£3.00 to £3.50: 14%

Free: 25%

25%

14%52%

9%

More than £50: 26%

Never: 15%

£50: 28%

Less than £50: 15%

Any spend: 17%

17%

15%

26%

28%

15%

Top retailers in fulfilment

9/10Very

9/10Schuh

9/10Next

9/10Littlewoods

9/10Burton

9/10All Saints

10/10Superdry

Cost of standard delivery Spend threshold for free standard delivery

Superdry has an extensive range of fulfilment options with a strong free offer

Page 18: Transform Fashion Retail Report 2015

Page 18

If choosing standard, for many (44%) up to five days is

the standard wait time for the item, though in several

cases we know that the retailer will typically exceed

the expectation (other than at Peak). For a small group

though the promise is now within 1 day (7%) and for

26% it’s no longer than 3 days. No clear relationship

exists between the fee for standard and the delivery

time (other than “Free” typically being a 5 day promise).

We might expect a three day promise is probably the

future for most retailers, with click & collect supporting

those customers who are price sensitive or time

sensitive, but insufficiently to pay for next day delivery.

Next day cut-offs are increasingly a battleground for

retailers. Anecdotally each extra hour of prime online

shopping time in the evening can deliver double digit

lifts in sales. With peak shopping being 7pm-10pm for

many, that so many have an afternoon cut-off (49% are

2pm to 6pm) or even a lunchtime cut-off (11%) reflects

the difficult logistical challenges many retailers have. At

the other end of the spectrum, Next has pushed its cut-

off to midnight, and 10pm is the benchmark for several.

For others though, the cut-off for collection is high but

not delivery.

5 days (44%)

more than 5 days (13%)

4 days (17%)

3 days (13%)

1 or 2 days (13%)

13%

13%

44% 17%

13%8pm

9%

9pm

13%

10pm

9%

between 2pm and

6pm

49%

7pm

9%

Before2pm

11%

Experience AreasFulfilment

Delivery promise for standard delivery Cut-off time for next day delivery

Next’s 11pm cut-off is prominent on the home page

Page 19: Transform Fashion Retail Report 2015

Page 19

However, often the next day price architecture is set

up to encourage the incremental spend, which for

many retailers makes the difference between fulfilment

costing profit versus contributing to it. Some 30% of

retailers offer next day at £5 or less, and in many cases

that’s an additional £1 to the consumer. Equally, 37%

price it between £5 and £7, clearly therefore either

looking to profit from the customer’s need, or else

having carrier rates that necessitate it. More than a

handful of retailers do not in fact offer next day at all,

and typically this is consistent with an absence of click

& collect, or a long delivery promise, suggesting these

retailers struggle with their fulfilment operations.

Click & collect is for some retailers becoming the

dominant fulfilment route for their online trade. During

Peak trading, 56% of John Lewis orders were collected

via the service, and most organisations who shared

specifics with us were in excess of 35% (many above

the 50% mark). Getting this experience right, making it

operationally efficient and ensuring it is profitable will

be a key focus for retailers over the next 12 months.

Reviewing some organisations, it becomes clear that

when end-to-end costs are evaluated (including store

staff, call centre costs etc.) and contrasted with average

order values (which are typically lower), click & collect

is not always the economically optimal preference for

retailers. Improving the financials will become more of

a focus as the volume scales.

However, a surprising number of retailers still don’t

offer the service. Stylish young fashion brands like

Jack Wills and Hollister are amongst those that have

yet to implement it. Indeed these retailers in general

lag perceived best practice on fulfilment. And where

the service does exist, the digital experience is often

lacking in terms of usability (especially around store

locations – see screenshots) and on messaging the

specifics of the proposition. Many retailers make it

Experience AreasFulfilment

M&S UX for click & collect store selection is well designed

Debenhams’ click & collect UX is compact while informative and supporting home delivery also

Click & collect offered

Yes72%

No28%

Page 20: Transform Fashion Retail Report 2015

Page 20

extremely challenging to discover how long the item

will be available at the location (56% don’t declare

this), nor indeed when it will arrive there. It may be that

those retailers have yet to develop their operational

processes, or that they simply haven’t chosen to

communicate this in an easy fashion pre-purchase.

The variability in wait times reflects the stock levels

maintained in store, the stock visibility, use of couriers

vs store fleet and of course the focus the retailer has

placed on this area. So while one quarter of retailers

can now do click & collect for next day, another 25%

has either a long promise (7+ days) or a sufficiently

broad range (3-7 days). So the immediacy and store

integration value is for some still quite a way off

operationally. Arguably fulfilment is moving to a 365

day model, and weekend delivery is now available

from more than 50% of these retailers. But evening

delivery (17%) and timed delivery slots (13%) remain rare

and there seems to be limited appetite for expanding

these. Given the explosion in click & collect and the

widespread availability of Collect+, these additional

options may not become mainstream. Collect+ clearly

has, with 52% of retailers offering it - though the array

of prices charged is surprising and not always well

aligned with the overall delivery price architecture.

What is surprising is that only 61% offer track & trace

functionality, given the extent to which ‘where is my

order’ enquiries drive contact with customer service

(typically 50% of contacts for many retailers). With

carriers focusing on enhancing their capabilities here

(including real-time maps with named drivers and their

contact numbers), this surely is an area where we’d

expect almost ubiquitous adoption.

54%

44%

Timed delivery slots o�ered 13%

Evening slotso�ered 17%

Experience AreasFulfilment

Yes52%

No48%

Track ParcelEnter your tracking number

Yes61%

No39%

Longer 26%

3-5 days 32%

1 to 2 days 16%

Within next day: 26%

26%

16%32%

26%

Retailers’ promise for when click & collect will be ready in store

Retailers’ delivery options beyond weekdays, 9am – 5pm

Collect+ availability

Parcel tracking functionality

Page 21: Transform Fashion Retail Report 2015

Page 21

Abercrombie & Fitch No n/a n/a £5�00 n/a 5-7 days £10�00

All Saints No n/a n/a Free Free 2 days £5�00

ASOS n/a n/a n/a £3�00 £20�00 6 days £5�95

Austin Reed Yes n/a n/a £4�95 £150�00 5 days n/a

BHS Yes 4-8 days n/a £3�95 £50�00 4-5 days £5�95

Blue Inc Yes 3-5 days 10 days £3�99 £50�00 3-5 days £4�99

Boden n/a n/a n/a £4�00 n/a 2-3 days £8�00

Burberry Yes 1 day 10 days Free Free 1 day Free

Burton Yes 3-7 days n/a £3�95 £30�00 4 days £5�95

Clarks Yes 3-5 days 9 days Free Free 3-5 days £5�50

Coast No n/a n/a £2�99 £100�00 3-5 days £4�99

Debenhams Yes 3 days 14 days £3�49 £30�00 4 days £3�99

Dorothy Perkins Yes 3-7 days n/a £3�95 £50�00 4 days £5�95

Dune Yes 3-5 days 14 days £3�50 n/a 2-5 days £6�50

Evans Yes 3-7 days 10 days £3�95 £40�00 3-7 days £5�95

Fatface Yes 4-6 days 14 days £2�95 £60�00 3-5 days £5�95

French Connection Yes 3-5 days n/a £3�95 £50�00 3-5 days £7�00

Gap No n/a n/a £4�00 £50�00 3-5 days £6�00

H&M No n/a n/a £3�90 n/a 4-6 days n/a

Harvey Nichols Yes 2-5 days n/a £6�00 n/a 2-5 days £10�00

Hobbs Yes 3-5 days n/a £3�95 n/a 3-5 days £6�00

Hollister No n/a n/a £10�00 £75�00 3-5 days £20�00

House of Fraser Yes next day at Noon 7 days £3�00 £50�00 3-5 days £6�00

Jack Wills No n/a n/a £4�00 £75�00 4-8 days n/a

JD Sports Yes 3-5 days n/a £3�99 £60�00 3-5 days £5�99

Jigsaw Yes 2-4 days 28 days £4�95 £100�00 2-4 days £8�00

John Lewis Yes 1 day 7 days £3�00 £50�00 5 days £6�95

Jones Bootmaker Yes 5 days 10 days £3�95 n/a 4 days £4�99

Joules Yes 1 day n/a Free Free 2-3 days £5�95

Fulfilment comparison

Click & collect offered

When ready for collection

How long do you have to

collect

Cost for standard delivery

Standard is free if spend

is…

Standard delivery promise

Cost of next day

Table 1 of 4

Page 22: Transform Fashion Retail Report 2015

Page 22

Karen Millen No n/a n/a £3�99 £150�00 5 days £5�99

Littlewoods n/a n/a n/a Free Free 2 days £4�95

LK Bennett Yes 2 days 14 days £5�00 £4�95 1 day £4�95

Marks & Spencer Yes 1 day 7 days £3�50 £50�00 6 days £3�99

Matalan Yes 3 days 29 days £3�95 £50�00 3-5 days £4�95

Matches No n/a n/a £6�00 n/a 2-3 days £10�00

Miss Selfridge Yes 7 days 14 days £3�95 n/a 4 days £5�95

Moss Bros Yes within 7 days 10 days Free Free 4-6 days £8�00

Net a Porter n/a n/a n/a £5�00 £200�00 3 days £8�00

New Look Yes 3-5 days 10 days £3�99 £45�00 2-4 days £4�99

Next Yes 1 day 14 days £3�99 n/a 1 day £3�99

Oasis No n/a n/a £3�99 n/a 3-5 days £4�99

Office No n/a n/a Free £3�50 2-5 days £5�00

Peacocks Yes 7-10 days n/a £3�99 £50�00 3-5 days n/a

Phase Eight Yes 3-5 days n/a £2�95 £50�00 3-5 days £5�95

Reiss Yes 2-3 days n/a £3�95 n/a 2-3 days £7�00

River Island Yes 4 days 14 days £3�95 n/a 3-4 days £5�95

Russell & Bromley Yes 3 days n/a £5�00 n/a 3 days n/a

Schuh Yes 2-3 days n/a Free £5�00 2-3 days £4�99

Selfridges Yes 1 day 14 days £4�95 £1001 (technology only) 5 days £8�00

Superdry Yes 1 day n/a Free Free 2 days £3�95

Ted Baker Yes 2-5 days 7 days Free Free 3-5 days £5�00

Topshop Yes 3-7 days n/a £4�00 £50�00 4 days £6�00

Very n/a n/a n/a £3�95 n/a 1 day £3�95

Wallis Yes 3-7 days n/a £3�95 £50�00 4 days £5�95

Warehouse No n/a n/a £3�95 £50�00 3-5 days n/a

Whistles Yes 3-5 days 14 days Free Free 3-5 days £6�00

White Stuff Yes 3-5 days 14 days £3�95 £50�00 3-5 days £7�95

Zara Yes 3-5 days 14 days £3�95 £50�00 3-5 days £9�95

Fulfilment comparison

Click & collect offered

When ready for collection

How long do you have to

collect

Cost for standard delivery

Standard is free if spend

is…

Standard delivery promise

Cost of next day

Table 2 of 4

Page 23: Transform Fashion Retail Report 2015

Page 23

Abercrombie & Fitch 12pm Yes No No n/a No No

All Saints 9pm Yes No No n/a Yes No

ASOS 10pm Yes Yes Yes £7�95 Yes Yes

Austin Reed n/a No No No n/a No No

BHS 8pm Yes No No n/a Yes No

Blue Inc 5pm No No Yes £7�95 Yes Yes

Boden 7pm Yes Yes No n/a No No

Burberry 7pm Yes No No No No No

Burton 9pm Yes No No n/a Yes Yes

Clarks 6pm No No No No No Yes

Coast 7pm Yes No No n/a Yes No

Debenhams 7pm Yes Yes Yes £6�99 Yes No

Dorothy Perkins 2pm Yes No No n/a No Yes

Dune 6pm Yes No No n/a No Yes

Evans 2pm No No No n/a Yes Yes

Fatface 5pm No No No n/a Yes Yes

French Connection 2pm No No No n/a No No

Gap 2pm No No No n/a Yes Yes

H&M n/a No No No n/a Yes No

Harvey Nichols 12pm No No No No Yes No

Hobbs 4pm Yes No No n/a Yes No

Hollister n/a No No No n/a Yes No

House of Fraser 12am Yes Yes Yes £8�00 Yes Yes

Jack Wills n/a No No No n/a Yes No

JD Sports 8pm Yes No Yes £7�99 No No

Jigsaw 4pm Yes No No n/a No No

John Lewis 8pm Yes No Yes £19�00 Yes Yes

Jones Bootmaker 3pm Yes No No n/a Yes Yes

Joules 8pm Yes No No No No No

Fulfilment comparison

Cut-off time for next day

delivery

Is Weekend delivery an

option?

Timed delivery options

Evening options

Evening delivery cost Track & trace Is Collect+

offered?

Table 3 of 4

Page 24: Transform Fashion Retail Report 2015

Page 24

Karen Millen 2pm No Yes Yes £7�99 No Yes

Littlewoods 9pm Yes No No n/a No Yes

LK Bennett 2pm No No No n/a Yes No

Marks & Spencer 10pm No No No n/a Yes No

Matalan 5pm No No No n/a Yes No

Matches 12pm No No No n/a Yes No

Miss Selfridge 9pm No No No n/a Yes Yes

Moss Bros 5pm Yes No No n/a Yes Yes

Net a Porter 3pm No No No n/a Yes No

New Look 8pm Yes No No n/a Yes Yes

Next 12am Yes No Yes £6�99 No No

Oasis 6pm Yes Yes Yes £5�99 No Yes

Office 3pm No No No No Yes Yes

Peacocks n/a Yes No No n/a Yes No

Phase Eight 12pm No No No n/a Yes No

Reiss 3pm No Yes No n/a Yes No

River Island 9pm No No No No Yes Yes

Russell & Bromley n/a No No No n/a No Yes

Schuh 10pm Yes No No n/a No Yes

Selfridges 5�30 pm Yes No No No Yes No

Superdry 10pm No No No No Yes Yes

Ted Baker 4pm Yes No No n/a No Yes

Topshop 9pm Yes No No n/a Yes No

Very 9pm Yes No No No No Yes

Wallis 2pm Yes No No n/a Yes Yes

Warehouse n/a Yes No No n/a No Yes

Whistles 5pm Yes No Yes £10�00 Yes Yes

White Stuff 1pm Yes No No n/a No No

Zara 2pm No No No n/a No No

Fulfilment comparison

Cut-off time for next day

delivery

Is Weekend delivery an

option?

Timed delivery options

Evening options

Evening delivery cost Track & trace Is Collect+

offered?

Table 4 of 4

Page 25: Transform Fashion Retail Report 2015

Page 25

It did not take long for UK retailers to recognise that they led much of the world in

their eCommerce capability, that their products have great appeal internationally and

that while domestic competition was fierce, selling overseas by comparison appeared

to offer greater opportunity. As pure-play retailers like Asos and Wiggle started

announcing that more than 50% of sales were coming from international, overseas

selling went from an interesting but complicated idea to an item right at the top of

almost everyone’s to-do list. No surprise then that more than 91% of the firms looked

at have an international offering. And for 52% that offer exists across 50 markets.

While the US, CA and AU were the obvious easy pickings, retailer Ridley took on the

multilingual and multi currency challenges of the nearby European markets and then

went fully fledged into the rest. The potential in the large markets of Brazil, China,

Russia and Turkey still present challenges to some, but International is for many

retailers clearly a major focus area.

Those more emergent markets are wonderful opportunities for some, with the

premium retailers in particular having China specific sites. But Russia remains a

market that few are supporting. Recognising the potential, retailers are still open

to the opportunities – Burberry for example allows Brazilian customers to browse

(in English), but then funnels users into live chat or other contact mechanisms to

complete the transaction. Harvey Nichols invites all non-UK shoppers to contact

customer services. For others, even the more mature markets are not yet part of the

offering: H&M’s Australian users cannot buy from the UK site yet. While the H&M

Australian site shows the product range, it does not support online purchasing (an

improvement at least on Ted Baker’s AU site, which is a holding page).

Despite the ecosystem that’s sprung up around international, with a plethora of

small service organisations sitting alongside the logistics behemoths, the delivery

pricing suggests that not everyone has got it working smoothly. At one end of the

spectrum, and perhaps unnecessarily, Clarks and Superdry choose to offer free

shipping internationally, All Saints is free to Europe and three of the Arcadia brands

(Miss Selfridge, Wallis & Evans) are free to the US. In contrast, LK Bennett charges

£20 to Europe. Perhaps this reflects sound commercial decisions with some retailers

recognising they can (temporarily?) make profits on shipping. There is no current

evidence to suggest that international will go the same way as domestic, with an

inevitable slide towards fast and free. Instead retailers appear to be settling down at a

‘sensible’ shipping charge to the consumers. The variation across markets is however

substantial. Shipping to the US is for most significantly more expensive, but different

Experience AreasInternational support

Top retailers in international support

8/10Next

8/10Clarks

10/10Superdry

10/10Burberry Yes51%

Yes63%

Yes43%

Yes59%

No49%

No37%

No57%

No41%

Retailers delivering to key growth markets

Page 26: Transform Fashion Retail Report 2015

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retailers clearly either have different carrier arrangements across different markets,

or are able to (or are forced to) charge quite differentiated prices. Dune for example

is low-cost to EU & US at £3.50, but charges £20 to Australia. Our research did not

explore returns policies and time, but it may be that reverse logistics is driving some

of the variation.

Norms in each market of course also vary, and not all markets have experienced

the same focus on ever cheaper, faster, more convenient fulfilment options that has

characterised the UK market in recent years. For the US, standard delivery of 5 days

or more was typical from the retailers reviewed, while for Australia the standard terms

were slower still

Presentationally, while several retailers present each country’s options distinctly

(usually via a table), some favour displaying groups of countries. At its extreme, some,

such as Fat Face, present a very simple, clean statement of “£10 anywhere in the

world”. However, noting that the consumer is most likely researching only their own

one specific country, leaving any positive or negative feelings from comparing with

other countries, they would most probably prefer the more specific presentational

styles. Especially where the range of possible delivery dates is exteme: for more than

a third of retailers, citing a range between earliest and latest possible deliveries of

more than 7 days is considered reasonable, Jack Wills states its delivery price as £12

whether Europe or International, and more experienced continental shoppers will

perhaps feel aggrieved that they are charged the same rates as customers in Australia

or China.

Experience AreasInternational support

Delivery time ranges for EU, US and AU EU US AU

1 – 3 days 38% 32% 24%

4 – 5 days 46% 32% 24%

5 - 6 days+ 4% 13% 19%

7+ days 13% 24% 33%

Delivery price ranges for EU, US and AU EU US AU

Free 10% 14% 10%

<£4 22% 7% 7%

£4 - £6 16% 21% 5%

£6 - £8 24% 12% 2%

£8 - £10 12% 17% 21%

£10 - £15 10% 10% 31%

£15+ 4% 19% 24%

Yes51%

No49%

Range between earliest and latest possible delivery date EU US AU

No range 25% 29% 33%

1 – 3 days 50% 39% 38%

4 – 6 days 19% 21% 14%

7 days+ 6% 11% 14%

Retailers offering country-specific fulfilment propositions

Page 27: Transform Fashion Retail Report 2015

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International support varies widely, with most

assuming overseas customers will be comfortable

with English language and paying in sterling. However,

some retailers are making small efforts to better serve

these customers. John Lewis delivers to a limited range

of countries, but does provide its international shipping

information in local language, with seven languages

offered in addition to English. And Matches enables

customers to switch display currencies as well as set a

delivery destination (from over 200 choices).

Increasingly, sites have a country specific variant,

which better caters for localised shipping, currency

and pricing. The most internationally optimised

retailers such as ASOS and especially Next fully

localise, including language, tone and sometimes

range and merchandising. In several cases the product

is still served from the UK (and declared as such on

some sites), while for others there is a local or regional

fulfilment operation. For most such retailers, the

available sites are typically UK, US, Australia and either

an EU wide option, or German and French specific

variants. Retailers usually have a ‘country’ or ‘region’

link or flag in the header to enable to switch, though

not always (JD Sports has no such link, and offers no

delivery to France in its list, but the sophisticated user

can deduce that a jdsports.fr exists).

Note that for the purposes of this report, the tabular

data and statistical analysis reflects the experience of

international shoppers coming to the UK site. Several

retailers reviewed are not UK based (eg Abercrombie

& Fitch, Gap, H&M, Hollister & Zara) and are therefore

excluded from the analysis.

Experience AreasInternational support

Retailers offering country-specific websites

John Lewis features multilingual support for its fulfilment proposition

Yes52%

No48%

Page 28: Transform Fashion Retail Report 2015

Page 28

Experience AreasInternational supportNext has an extensive set of country-specific websites, including Russia

Dorothy Perkins presents country-specific fulfilment details cleanly

Matches allows the user to manage the currencies they use

Page 29: Transform Fashion Retail Report 2015

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Abercrombie & Fitch 27 Yes Yes £5�00 5-7 days

All Saints 66 No No Free 3-5 days

ASOS 245 No Yes € 3�00 3-5 days

Austin Reed 60 No No € 10�00 10 days

BHS None n/a n/a n/a n/a

Blue Inc 182 No Yes £6�99 5-7 days

Boden 60 No No £6�00 8-10 days

Burberry 60 Yes Yes Free 3-5 days

Burton 100+ No No £5�00 3-7 days

Clarks 18 Yes Yes Free 3-5 days

Coast 45 Yes No € 15�00 10 days

Debenhams 64 No Yes £7�00 5-6 days

Dorothy Perkins 100 No Yes € 6�00 5 days

Dune 26 No No £3�50-£15 5 days

Evans 100 Yes Yes € 6�00 5-7 days

Fatface n/a No No £10�00 5-12 days

French Connection 230 No No £10�00 1-5 days

Gap n/a Yes Yes n/a n/a

H&M 59 Yes Yes n/a n/a

Harvey Nichols None n/a n/a n/a n/a

Hobbs 50 Yes No £12-£16 10 days

Hollister n/a n/a Yes £10-£25 5-7 days

House of Fraser 130 No Yes £6�00 8 days

Jack Wills 30 No No £12�00 10-14 days

JD Sports 200 Yes No £6�99 3-10 days

Jigsaw 20 Yes No £10�95 5-10 days

John Lewis 30 No No £7�50 2-7 days

Jones Bootmaker None n/a n/a n/a n/a

Joules 43 Yes No £9�00 5-7 days

International support comparison

Claimed number of countries supported

Country specific sites available

Fulfilment proposition specific

to each countryDelivery charge to EU Nr of days to deliver

Table 1 of 4

Page 30: Transform Fashion Retail Report 2015

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Karen Millen 26 Yes Yes € 4�95 7 days

Littlewoods 1 Yes Yes n/a n/a

LK Bennett 53 No No £20�00 2-8 days

Marks & Spencer 30 Yes Yes £3�95 4-6 days

Matalan None n/a n/a n/a n/a

Matches 212 No Yes £8�00 2-3 days

Miss Selfridge 100 Yes Yes € 6�00 5-7 days

Moss Bros 120 Yes Yes £8-£35 2-10 days

Net a Porter 173 No Yes £10�89 3-4 days

New Look 129 Yes Yes £5�00 5 days

Next 72 Yes Yes € 3�00 1-2 days

Oasis 24 No No € 10�00 n/a

Office 30 No No £5-£15 5-10 days

Peacocks 24 No No £9�99 5-7 days

Phase Eight 29 Yes No € 12�00 3-7 days

Reiss 55 Yes No € 10�00 3-4 days

River Island 100 Yes No £6�00 7 days

Russell & Bromley 13 No No €12-€20 5 days

Schuh 28 No No € 10�00 5-7 days

Selfridges 60 No No £15�00 4 days

Superdry 236 Yes Yes Free 5 days

Ted Baker 200 Yes Yes Free 2-6 days

Topshop 110 Yes Yes € 6�00 5-7 days

Very None n/a n/a n/a n/a

Wallis 100 Yes Yes € 6�00 5-7 days

Warehouse 43 Yes Yes € 4�95 5-7 days

Whistles 56 No No £5�00 3-5 days

White Stuff 196 No No £8�00 3-6 days

Zara n/a Yes Yes n/a n/a

International support comparison

Claimed number of countries supported

Country specific sites available

Fulfilment proposition specific

to each countryDelivery charge to EU Nr of days to deliver

Table 2 of 4

Page 31: Transform Fashion Retail Report 2015

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Abercrombie & Fitch n/a n/a n/a n/a No No No No

All Saints £18�95 5-7 days £18�95 5-7 days Yes Yes Yes No

ASOS $4�00 6 days $5�00 7 days Yes Yes Yes Yes

Austin Reed $32�00 Up to 10 days $32�00 10 days Yes Yes No Yes

BHS n/a n/a n/a n/a No No No No

Blue Inc £9�99 7-14 days £9�99 7-14 days Yes Yes Yes Yes

Boden n/a n/a £12�00 12-14 days Yes Yes Yes Yes

Burberry Free 3-5 days Free 3-5 days Yes Yes Yes No

Burton n/a n/a £10�50 3-12 days Yes No Yes Yes

Clarks Free 3-5 days $9�95 3-10 days No No No No

Coast € 25�00 10 days € 25�00 10 days Yes No No Yes

Debenhams £10�00 5-10 days £14�00 8-10 days No No No Yes

Dorothy Perkins $10�00 11 days £10�50 9 days Yes No Yes Yes

Dune £3�50 5 days £20�00 5 days No No No No

Evans Free 5-10 days £9�00 9 days Yes No Yes No

Fatface £10�00 5-12 days £10�00 5-12 days Yes Yes Yes Yes

French Connection £10�00 2-6 days £14�00 4-8 days Yes Yes Yes Yes

Gap n/a n/a n/a n/a n/a n/a n/a n/a

H&M n/a n/a n/a n/a Yes Yes Yes No

Harvey Nichols n/a n/a n/a n/a n/a n/a n/a n/a

Hobbs $5�00 8 days $7�50 8 days Yes Yes Yes No

Hollister n/a n/a n/a n/a n/a n/a n/a n/a

House of Fraser £6�00 10 days £9�00 6 days Yes Yes Yes Yes

Jack Wills £12�00 10-14 days £12�00 10-14 days Yes No No No

JD Sports £9�99 3-10 days £9�99 3-10 days Yes Yes Yes Yes

Jigsaw $13�00 2-7 days Free 1-5 days No No No No

John Lewis £25�00 4-11 days £25�00 5-11 days No No No No

Jones Bootmaker n/a n/a n/a n/a n/a n/a n/a n/a

Joules $9�95 4-7 days £16�00 7-10 days No Yes No Yes

International support comparison

Delivery charge to US

Nr of days to deliver

Delivery charge to AU

Nr of days to deliver

Ships to China

Ships to Russia

Ships to Turkey

Ships to Brazil

Table 3 of 4

Page 32: Transform Fashion Retail Report 2015

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Karen Millen Free n/a Free 5 days Yes Yes No No

Littlewoods n/a n/a n/a n/a n/a n/a n/a n/a

LK Bennett $10�00 1-7 days £20�00 5-7 days Yes No Yes Yes

Marks & Spencer £15�00 7-10 days £15�00 10-14 days Yes No No No

Matalan n/a n/a n/a n/a n/a n/a n/a n/a

Matches £12�00 1-3 days £12�00 2-3 days Yes Yes Yes Yes

Miss Selfridge $10�00 10 days £9�00 9 days Yes No Yes Yes

Moss Bros £20�00 5-7 days £25�00 6-9 days No Yes Yes No

Net a Porter £30�00 3-4 days £20�00 3-4 days Yes Yes Yes Yes

New Look £7�50 7-9 days £9�00 7-9 days No No Yes No

Next £5�00 n/a $5�00 3-5 days Yes Yes Yes Yes

Oasis n/a n/a n/a n/a No No No No

Office £25�00 7-10 days £12�00 7-10 days No No Yes No

Peacocks £9�99 10-14 days £14�99 14-21 days No No No No

Phase Eight $15�00 n/a n/a n/a n/a n/a n/a n/a

Reiss $15�00 2-3 days $25�00 3-4 days No No Yes Yes

River Island £10�00 8 days £10�00 10 days Yes Yes Yes Yes

Russell & Bromley n/a n/a n/a n/a No No No No

Schuh n/a n/a n/a n/a No No No No

Selfridges £25�00 5 days £25�00 6 days Yes No Yes No

Superdry Free 5 days Free 4-7 days Yes Yes Yes Yes

Ted Baker $10�00 3-5 days n/a n/a No No Yes Yes

Topshop Free 4-7 days £9�00 9 days Yes No Yes No

Very n/a n/a n/a n/a n/a n/a n/a n/a

Wallis $10�00 10 days £10�50 9 days Yes No Yes Yes

Warehouse $10�00 3-8 days $10�00 3-8 days No No No Yes

Whistles £7�00 3-5 days £8�00 5-7 days Yes Yes No No

White Stuff £12�00 5-8 days £12�00 5-8 days Yes No No Yes

Zara n/a n/a n/a n/a n/a n/a n/a n/a

International support comparison

Delivery charge to US

Nr of days to deliver

Delivery charge to AU

Nr of days to deliver

Ships to China

Ships to Russia

Ships to Turkey

Ships to Brazil

Table 4 of 4

Page 33: Transform Fashion Retail Report 2015

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With 40% of online sales typically coming from

mobile, the area is naturally receiving substantial

focus. However, the old decision of ‘responsive or an

app’ still seems to confuse some, when the answer is

surely always ‘build a responsive site’ (or better yet, an

adaptive one). This is recognised by 88% of the retailers

reviewed, and sometimes the answer is additionally

to also ‘build an app’. An app is if course only useful

when your customers install it. We can anticipate the

customer experience benefits from downloading apps

to increase as stores increasingly digitise and enable

beacons, scan and pay, loyalty features, add social

proofs and shares and so on. But nonetheless we do

not expect that any user will have a pre-ponderance

of retailer specific apps on their device. However,

as solutions such as the PhoneGap framework

Experience AreasMobile support

61% 14%25%

2+ apps: 14%

1 app: 61%

No app: 25%

Yes88%

No12%

Top retailers in mobile support

7/10Burton

8/10Top Shop

8/10River Island

8/10Net a Porter

8/10John Lewis

8/10Abercrombie & Fitch

9/10JD Sports

Yes59%

Yes41%

No41%

No59%

Retailers with a responsive site

Retailers having native apps Superdry’s mobile site home page

Platforms for which retailers have an app

Page 34: Transform Fashion Retail Report 2015

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increasingly make developing apps a more marginal

extension on core site development, we do expect

more apps to be offered. Today however it is surprising

that 24% of retailers do not have an app. And where

retailers have written an app, they have in general

chosen to do so for iOS rather than Android, despite the

iPhone’s market share traditionally being far below that

of Android devices (though it now exceeds 40% and is

trending up following the release of iOS8).

iPhone apps are generally rated less well by users. On

average, they score 3.3 out of 5 from users compared

to Android apps’ 3.8. And overall it appeared that the

iOS apps were more polarised, with many being quite

poorly rated, while a few were very positively regarded,

including ASOS, rated 4.9 and with one of the larger

download levels.

On mobile, enabling store locators and the like is a

basic requirement, and unsurprisingly 86% of retailers

offer this. Of greater

importance is satisfying

the immediacy needs

some customers have

by offering information

on local store’s stock

levels. Unfortunately,

in fashion retailing in

particular very few have

sufficiently accurate

inventory levels. Marks and Spencer leads the way

on using RFID to enable this and many retailers are

working on a single view of stock, so we can anticipate

this functionality being more broadly available within a

few years.

Mobile performance remains challenging for many.

While some retailers, such as H&M, Superdry and Moss

Bros, performed well in Google’s performance tests,

more than one third of those tested scored less than 60

out of 100.

Yes86%

No14%

8%0%

Less than

2.5

4%42%

2.5-3.0

16%11%

3.0-3.5

40%11%

3.5-4.0

32%13%

4.0-4.5

8%16%

4.5+

Experience AreasMobile support

Score %

Less than 50 10%

50-60 28%

60-70 28%

70-80 31%

80+ 3%

Users’ ratings of retailers’ iOS and Android apps

Location-based services built into the apps

ASOS’ app has strong user feedback

Mobile site speed performance

Page 35: Transform Fashion Retail Report 2015

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Abercrombie & Fitch Yes 1 Yes Yes Yes 1,444 2�9 Yes 10,099 4�2

All Saints Yes 2 Yes Yes No n/a n/a Yes 23,525 3�8

ASOS Yes 2 n/a Yes Yes 586 4�9 Yes 32,394 4�4

Austin Reed No 0 n/a n/a No n/a n/a No n/a n/a

BHS Yes 2 Yes Yes Yes 21 2�7 Yes 222 3�4

Blue Inc Yes 2 Yes Yes Yes 30 4�0 Yes 45 4�1

Boden Yes 0 n/a n/a No n/a n/a No n/a n/a

Burberry Yes 1 Yes Yes No n/a n/a No n/a n/a

Burton Yes 1 Yes Yes Yes 129 4�0 Yes 508 3�6

Clarks Yes 1 Yes Yes No n/a n/a No n/a n/a

Coast Yes 1 Yes Yes Yes 354 2�9 No n/a n/a

Debenhams No 2 Yes Yes No n/a n/a Yes 4 3�3

Dorothy Perkins Yes 1 Yes Yes Yes 170 3�3 Yes 681 3�0

Dune Yes 0 n/a n/a No n/a n/a No n/a n/a

Evans Yes 1 Yes Yes Yes 162 3�3 No n/a n/a

Fatface Yes 3 Yes Yes No n/a n/a No n/a n/a

French Connection Yes 1 Yes Yes No n/a n/a No n/a n/a

Gap Yes 1 Yes Yes No n/a n/a Yes 137 3�4

H&M Yes 2 Yes Yes Yes 247 3�1 Yes 77,031 4�1

Harvey Nichols Yes 0 n/a n/a No n/a n/a No n/a n/a

Hobbs Yes 1 No No Yes 13 4�8 No n/a n/a

Hollister No 2 No No Yes 1,444 2�9 Yes 10,101 4�2

House of Fraser Yes 1 Yes Yes Yes 214 3�4 Yes 158 4�1

Jack Wills Yes 1 Yes Yes Yes 68 4�4 No n/a n/a

JD Sports Yes 1 Yes Yes Yes 811 4�5 Yes 6,561 4�1

Jigsaw Yes 0 n/a n/a No n/a n/a No n/a n/a

John Lewis Yes 1 Yes Yes Yes 272 2�9 Yes 1,004 3�9

Jones Bootmaker Yes 1 Yes Yes No n/a n/a No n/a n/a

Joules Yes 0 n/a n/a No n/a n/a No n/a n/a

Mobile support comparison

Responsive site

Number of apps

Is there a store finder on the app?

Is it geo aware?

Is there an iOS app?

Nr of iOS ratings

Average iOS rating

Is there an Android

app?

Nr of Android ratings

Average Android rating

Page 36: Transform Fashion Retail Report 2015

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Karen Millen Yes 1 Yes Yes Yes 901 3�0 Yes 4 4�8

Littlewoods Yes 1 No No Yes 93 2�7 No n/a n/a

LK Bennett No 1 Yes Yes No n/a n/a No n/a n/a

Marks & Spencer Yes 3 Yes Yes Yes 898 2�8 Yes 587 3�5

Matalan Yes 1 Yes Yes Yes 42 3�5 Yes 788 3�5

Matches Yes 1 No No Yes 10 3�3 No n/a n/a

Miss Selfridge Yes 2 Yes Yes Yes 17 2�6 Yes 247 3�6

Moss Bros Yes 1 Yes Yes No n/a n/a No n/a n/a

Net a Porter Yes 1 Yes Yes Yes 2,481 2�8 Yes 1,118 3�9

New Look Yes 1 Yes Yes Yes 681 2�1 No n/a n/a

Next No 1 Yes Yes Yes 12,800 2�9 Yes 2,067 3�5

Oasis Yes 1 Yes Yes Yes 1,699 2�6 No n/a n/a

Office Yes 1 Yes Yes Yes 115 2�3 No n/a n/a

Peacocks Yes 0 n/a n/a No n/a n/a No n/a n/a

Phase Eight No 0 n/a n/a No n/a n/a No n/a n/a

Reiss Yes 0 n/a No No n/a n/a No n/a n/a

River Island Yes 1 Yes Yes Yes 2,690 3�5 Yes 3,844 4�0

Russell & Bromley No 0 n/a n/a No n/a n/a No n/a n/a

Schuh Yes 1 Yes Yes Yes 143 2�4 No n/a n/a

Selfridges Yes 0 n/a n/a No n/a n/a No n/a n/a

Superdry Yes 1 Yes Yes No n/a n/a No n/a n/a

Ted Baker Yes 0 n/a n/a Yes 33 4�5 No n/a n/a

Topshop Yes 1 Yes Yes Yes 5,525 2�5 Yes 1,967 3�6

Very Yes 1 No No Yes 1,502 2�7 No n/a n/a

Wallis Yes 2 Yes Yes Yes 46 3�6 Yes 75 3�7

Warehouse Yes 1 Yes Yes Yes 1,216 2�5 No n/a n/a

Whistles Yes 0 n/a n/a No n/a n/a No n/a n/a

White Stuff Yes 0 n/a n/a No n/a n/a No n/a n/a

Zara No 1 No No Yes 313 4�5 Yes 38,066 4�1

Mobile support comparison

Responsive site

Number of apps

Is there a store finder on the app?

Is it geo aware?

Is there an iOS app?

Nr of iOS ratings

Average iOS rating

Is there an Android

app?

Nr of Android ratings

Average Android rating

Page 37: Transform Fashion Retail Report 2015

Page 37

Imagery is critical in selling

fashion, and many of the retailers

have invested heavily in this area,

with most now having at least

five images . The very best don’t

just include an array of images,

but they include detail shots of

specific elements of the clothing,

or full 360 degree rotations (eg

Dune, noting that this is much

easier for shoes). For most, not

showing the model’s head remains

the approach, reflecting both

the additional cost of doing so

and beliefs around whether this

helps or hinders the customer’s

purchasing process.

Video remains relatively uncommon, and while retailers

such as ASOS will include catwalk video prominently,

only 15% of retailers use video so they are in the

minority, and there is no real correlation with breadth of

range or product price.

The Net-a-Porter PDP is a stand-out, as might be

expected from a brand that can afford to invest behind

this page, given the average selling price.

Their imagery is extensive, their support facilities

prominent, and not only are they keen to enable

social sharing, but Weibo is also included as a posting

destination. The visual design too has clearly been an

area of focus.

At an entirely different price point, the Next PDP

also features a number of interesting aspects. With

a great set of images and zoom tools, the page also

works the upselling very hard by putting together its

collections and enabling their purchase all from within

the same PDP. Whether customers are comfortable

buying capsules and whether these recommendations

are sufficiently accurate (personalised or otherwise)

remains to be seen.

Experience AreasProduct detail pages

7%

x2

19%

x3

20%

x4

26%

x5

28%

x6+

Top retailers in product detail pages

8/10White Stu�

8/10Wallis

8/10Top Shop

8/10Littlewoods

8/10John Lewis

9/10Schuh

9/10French Connection

Yes15%

No85%

Video included on the PDP

Net-a-Porter’s strong use of imagery

Cross-sell and up-sell features on the Next PDP

Number of images shown on the PDP

Page 38: Transform Fashion Retail Report 2015

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Key for many customers is knowing the returns

policy and understanding the delivery costs impacts,

but surprisingly few retailers build on their strong

propositions by highlighting this on the PDP. For some

retailers, the information is challenging to find till much

later in the purchase process, and not because it is

expensive. As ever, each retailer will have nuances that

make best practice guidelines more or less relevant –

the Net-a-Porter customer is less focused on delivery

charges when viewing £2,000 dresses. All Saints nicely

presents its returns offer and also uses a counter to

focus the mind on the cut-off, though this is potentially

unhelpful when the cut-off is a number of hours away.

For information content, Schuh’s PDP is exemplary.

Its delivery and returns are very prominent, it handles

colourways smoothly, has an excellent array of visuals

and supporting tools, brings reviews to the fore and

sensibly incorporates a ‘fitting’ appraisal, and even

integrates store stock well. Its visual design is also

very coherent, with calls to action well differentiated,

promotions clear and different page components nicely

orchestrated. Were it not for a lack of video, which

would be low on the priority list for a shoe retailer, the

Schuh PDP would have scored 10 out of 10.

Experience AreasProduct detail pages

Recommendationsfor you... Yes

81%

No19%

Yes50%

No50%

Yes59%

No41%

All Saints’ returns terms are prominent on the PDP

Schuh’s PDP is a lesson in best practice

PDPs featuring user reviews

PDPs featuring recommendations

PDPs featuring cross-sells or up-sells

Page 39: Transform Fashion Retail Report 2015

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Abercrombie & Fitch 2 No Yes No Yes No No

All Saints 3 No Yes No No Yes No

ASOS 4 Yes Yes Yes No Yes No

Austin Reed 2 No Yes No Yes No No

BHS 4 No Yes No Yes No Yes

Blue Inc 3 No Yes No No No No

Boden 10 Yes Yes Yes Yes Yes Yes

Burberry 6 No Yes No No Yes No

Burton 4 No Yes No No No Yes

Clarks 7 No Yes No No Yes Yes

Coast 4 No Yes No No n/a Yes

Debenhams 4 No No Yes Yes No Yes

Dorothy Perkins 5 No Yes No No No Yes

Dune 7 No Yes n/a Yes Yes Yes

Evans 4 No Yes No Yes No Yes

Fatface 2 No No n/a No Yes Yes

French Connection 5 Yes Yes Yes Yes Yes No

Gap 5 No Yes Yes Yes Yes No

H&M 4 No Yes Yes Yes Yes No

Harvey Nichols 5 No No No No No Yes

Hobbs 4 No Yes No Yes Yes Yes

Hollister 4 Yes Yes No No No No

House of Fraser 4 No Yes No Yes Yes No

Jack Wills 4 No Yes Yes Yes Yes No

JD Sports 5 No Yes Yes Yes Yes Yes

Jigsaw 3 No Yes Yes Yes Yes Yes

John Lewis 5 No Yes No Yes No Yes

Jones Bootmaker 5 No Yes n/a No Yes Yes

Joules 2 No Yes Yes No Yes Yes

Product detail pages comparison

No of images Video Image tools Models faces shown

Images of clothing detail

Images in colour variations Reviews provider

Page 40: Transform Fashion Retail Report 2015

Page 40

Karen Millen 5 Yes No Yes Yes Yes No

Littlewoods 3 No Yes Yes Yes Yes Yes

LK Bennett 6 Yes Yes n/a Yes Yes No

Marks & Spencer 5 No Yes Yes No Yes Yes

Matalan 3 No Yes No No Yes Yes

Matches 6 No Yes No Yes No No

Miss Selfridge 3 No Yes No No Yes Yes

Moss Bros 6 No Yes n/a No No No

Net a Porter 8 No Yes No Yes No No

New Look 3 No Yes No No No No

Next 3 No Yes Yes Yes No No

Oasis 3 Yes Yes Yes No Yes Yes

Office 7 No Yes n/a Yes No No

Peacocks 6 No Yes No Yes Yes Yes

Phase Eight 6 No Yes No Yes Yes Yes

Reiss 6 No Yes No Yes Yes No

River Island 4 No Yes No Yes Yes No

Russell & Bromley 5 No Yes n/a Yes No No

Schuh 8 No Yes n/a Yes Yes Yes

Selfridges 5 No No No Yes Yes No

Superdry 7 Yes Yes Yes Yes No Yes

Ted Baker 5 No No No Yes Yes No

Topshop 5 Yes Yes Yes Yes Yes Yes

Very 4 No No Yes No No Yes

Wallis 5 No Yes No Yes Yes Yes

Warehouse 5 No Yes Yes No Yes Yes

Whistles 5 No Yes Yes Yes Yes No

White Stuff 3 No Yes Yes Yes Yes Yes

Zara 6 No Yes Yes Yes Yes No

Product detail pages comparison

No of images Video Image tools Models faces shown

Images of clothing detail

Images in colour variations Reviews provider

Page 41: Transform Fashion Retail Report 2015

Page 41

Abercrombie & Fitch Yes No Yes Medium No No

All Saints Yes No Yes No High No

ASOS Yes Yes Yes No No No

Austin Reed Yes Yes Yes Medium Medium Yes

BHS Yes Yes Yes Medium Medium Yes

Blue Inc Yes No Yes High High No

Boden No Yes Yes Medium No Yes

Burberry Yes No Yes No No Yes

Burton Yes Yes Yes Medium Medium No

Clarks Yes Yes Yes Medium Medium Yes

Coast Yes Yes Yes No No Yes

Debenhams Yes Yes Yes High Medium No

Dorothy Perkins Yes Yes Yes Medium Medium No

Dune Yes Yes Yes Medium Medium Yes

Evans Yes Yes Yes High Medium No

Fatface Yes No Yes Medium Medium No

French Connection Yes Yes Yes High High Yes

Gap No No Yes High High Yes

H&M Yes Yes No High Medium No

Harvey Nichols Yes Yes Yes High High Yes

Hobbs Yes Yes Yes Medium High Yes

Hollister Yes Yes Yes Medium No No

House of Fraser Yes Yes Yes Medium Medium Yes

Jack Wills No No Yes Medium Medium Yes

JD Sports Yes No Yes Medium Medium No

Jigsaw Yes Yes Yes Medium Medium Yes

John Lewis Yes Yes Yes High High Yes

Jones Bootmaker Yes No No Medium Medium Yes

Joules Yes No Yes High High Yes

Product detail pages comparison

Recommendations Cross-sells/upsells Size Guide Delivery options prominent

Returns policy prominent

Stock availability per size

Page 42: Transform Fashion Retail Report 2015

Page 42

Karen Millen No Yes Yes Medium Medium Yes

Littlewoods Yes Yes Yes High High No

LK Bennett Yes Yes Yes Medium Medium Yes

Marks & Spencer Yes Yes Yes Medium Medium Yes

Matalan No No Yes High High Yes

Matches Yes Yes Yes Medium Medium No

Miss Selfridge Yes No Yes High Medium Yes

Moss Bros Yes No No Medium Medium Yes

Net a Porter Yes Yes Yes Medium Medium Yes

New Look No No Yes Medium Medium Yes

Next No No Yes No No No

Oasis No No Yes Medium Medium Yes

Office Yes Yes Yes High Medium Yes

Peacocks No No Yes Medium Medium No

Phase Eight Yes Yes Yes Medium Medium Yes

Reiss Yes Yes Yes High Medium Yes

River Island Yes Yes Yes High High No

Russell & Bromley Yes Yes Yes No No No

Schuh Yes Yes Yes High High Yes

Selfridges Yes No Yes Medium Medium Yes

Superdry Yes No Yes Medium Medium No

Ted Baker Yes No Yes No No Yes

Topshop Yes No Yes High Medium Yes

Very Yes No No High No No

Wallis Yes Yes Yes High Medium Yes

Warehouse Yes Yes No Medium Medium Yes

Whistles Yes Yes Yes High High No

White Stuff Yes No Yes High High Yes

Zara No No Yes High High No

Product detail pages comparison

Recommendations Cross-sells/upsells Size Guide Delivery options prominent

Returns policy prominent

Stock availability per size

Page 43: Transform Fashion Retail Report 2015

Page 43

For many, Collect+ is also a key enabler behind the

simplicity of returns, though is it is not uncommon for

it to be a chargeable service in contrast to own-store

returns. We are aware of several retailers where sales

attribution issues still exist and where store managers

have therefore been known to take these free returns,

which would hit their P&L, to the nearest (chargeable)

Collect+ point instead.

What is surprising is that given how important returns

is to the process, for 31% of retailers it was not instantly

obvious what the returns policy actually was. A Collect+

research study identified that 75% of its consumer

respondents said they would be more likely to use a

retailer if they offered free returns, while charging for

returns produces the opposite effect, with 74% less

likely to use. To offer free returns and then not make it

sufficiently prominent is an opportunity missed.

Best practice in this area for some may be a prominent

display on the home page that is then carried through

via a top banner, and a clear display area alongside the

product description on the PDP. While some retailers

do this well, the words “Free” are all too often subtle.

Whether this reflects a commercial imperative or a

latent discomfort with strongly advertising returns is

unclear. Schuh has a particularly strong 365 day returns

offer, but it is not at all obvious that it is free. Moss Bros

unusually uses a layer to highlight the benefits of its free

delivery and free returns offer to encourage customers

uncertain about fitting.

As ever, each retailer’s specifics will determine the right

approach and level of prominence around returns. For

some retailers, items are too often returned having

been worn for that one occasion when they were

needed, or besmirched with make-up as they’ve been

tried on for size, or because the free delivery offer had

a spend threshold. Factors such as competition, usage,

financial architecture, demographics all vary from

retailer to retailer and only with full context can the

right approach be assessed.

For fashion in particular, where the touch, feel and

the fit are so key, and challenging to represent online,

offering free returns was the simple way to address the

issue. It’s led to returns rates that in some cases exceed

the purchase rates, and to a whole class of customer

who will very substantially over-order (not just due to

sizing issues) and another who will act fraudently and

abuse the returns right.

But a free returns

policy has

become almost

mandatory, 91%

of the retailers

surveyed offer

it. Five of the

retailers allow free

returns but only to

store. Noting that

customers returning items to store in some retailers

typically spend an incremental 4%, there is logic behind

driving this traffic to store.

Experience AreasReturns

Yes91%

No9%

Yes76%

No24%

Yes52%

No48%

Yes26%

No74%

Returns

Retailers offering free returns

Retailers offering returns to store

Retailers offering Collect+ for returns

Retailers prominently displaying returns on the PDP

Moss Bros actively uses returns to encourage trying the item

Page 44: Transform Fashion Retail Report 2015

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Abercrombie & Fitch No No No No

All Saints Yes Yes Yes No

ASOS Yes Yes No Yes

Austin Reed Yes No Yes No

BHS Yes Yes Yes No

Blue Inc Yes Yes No Yes

Boden No Yes No No

Burberry No Yes No No

Burton Yes Yes Yes Yes

Clarks Yes Yes Yes Yes

Coast No Yes Yes Yes

Debenhams Yes Yes Yes No

Dorothy Perkins Yes Yes Yes Yes

Dune Yes Yes No Yes

Evans Yes Yes Yes Yes

Fatface Yes Yes Yes Yes

French Connection Yes No Yes No

Gap Yes Yes Yes Yes

H&M No Yes No No

Harvey Nichols Yes Yes Yes No

Hobbs Yes Yes Yes Yes

Hollister No No No No

House of Fraser Yes Yes Yes Yes

Jack Wills Yes No Yes No

JD Sports Yes Yes Yes No

Jigsaw Yes Yes Yes No

John Lewis Yes Yes Yes Yes

Jones Bootmaker No Yes Yes Yes

Joules Yes Yes Yes No

Returns comparison

Returns policy prominent Are returns free? Can it be returned

to store? Is Collect+ offered?

Page 45: Transform Fashion Retail Report 2015

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Returns comparison

Returns policy prominent Are returns free? Can it be returned

to store? Is Collect+ offered?

Karen Millen Yes Yes Yes Yes

Littlewoods No Yes No Yes

LK Bennett No Yes Yes No

Marks & Spencer Yes Yes Yes No

Matalan Yes Yes Yes No

Matches No Yes No No

Miss Selfridge Yes Yes Yes Yes

Moss Bros Yes Yes Yes Yes

Net a Porter No Yes No No

New Look Yes Yes Yes Yes

Next No Yes Yes No

Oasis No Yes Yes Yes

Office Yes Yes Yes Yes

Peacocks No Yes Yes No

Phase Eight Yes Yes Yes No

Reiss No Yes Yes No

River Island Yes Yes Yes Yes

Russell & Bromley No Yes Yes Yes

Schuh Yes Yes Yes Yes

Selfridges Yes Yes Yes No

Superdry Yes Yes No Yes

Ted Baker No Yes Yes Yes

Topshop No Yes Yes Yes

Very No Yes No Yes

Wallis Yes Yes Yes Yes

Warehouse Yes Yes Yes Yes

Whistles Yes Yes Yes Yes

White Stuff Yes Yes Yes No

Zara Yes Yes Yes No

Page 46: Transform Fashion Retail Report 2015

Page 46

Search and browse for some retailers remains relatively

unsophisticated. Searching by colour, size and brand

are now almost universal, but the opposite is true for

material, with very few retailers offering it (figure 31a).

Though while colour is available, less than 25% had

implemented a ‘swatch’ based approach rather than

using standard labels. Faceted search and multi-select

are clearly important and while widely used, they are

not necessarily well implemented.

Experience AreasSearch

Top retailers in search

8/10Very

8/10Littlewoods

8/10Blue Inc

8/10ASOS

8/10John Lewis

9/10Schuh

Yes48%

No52%

Yes50%

No50%

converse chuck taylor all star

converse chuck taylor ox

converse chuck taylor grey

converse chuck taylor blue

converse

Yes44%

No56%

converse

converse chuck taylor all star

converse chuck taylor all star grey

Connecting the user through to the product data is

not always well executed, with one retailer returning

no results in response to “Blue Jeans” (they are

‘indigo’ in their nomenclature). An exhaustive review

of product attribute data was not undertaken, but a

relatively cursory review identifies that retailers have put

surprisingly variable levels of investment into ensuring

that the results returned align well with typical user

search behaviour.

The significance of the search bar cannot be

underestimated, though not all retailers give it the

prominence it deserves. Some, such as BHS, use

a visual design that’s non-standard and potentially

confusing. Ideally, it’s implemented with auto-suggest

(optimally with pictures) and with a search history.

Search by Colour

Search by Brand

Search by Material

Search By Size

YES 90% 96% 10% 91%

NO 10% 4% 90% 9%

Facets available for search

Search history displayed

Type-ahead / auto-suggest included in the search bar

Search bar type-ahead includes pictures

Page 47: Transform Fashion Retail Report 2015

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Page layouts largely reflect the generally agreed principle

that pictures sell, with search results pages (SRPs) now

featuring large pictures, but also using review data

directly in the SRPs, or through the inclusion of ‘quick

looks’ . Best practice now includes having an infinite

scrolling SRP rather than forcing the click for the ‘Next

Page’, though this is not yet widely adopted.

Experience AreasSearch

Schuh offers an extensive set of user-friendly search facets

ASOS’ search bar type-ahead include numbers of results

Schuh’s search bar includes strong preview details

Page 48: Transform Fashion Retail Report 2015

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Abercrombie & Fitch No Yes 48 Yes Yes No Single

All Saints No No 16 Yes Yes No Multiple

ASOS Yes Yes 36 Yes Yes Yes Multiple

Austin Reed No No 50 Yes Yes No Multiple

BHS No No 40 Yes Yes No Multiple

Blue Inc No Yes 32 Yes Yes Yes Multiple

Boden No Yes 15 Yes Yes Yes Multiple

Burberry No No 64 Yes No No n/a

Burton Yes No 20 Yes Yes No Multiple

Coast No Yes All Yes Yes Yes Multiple

Clarks Yes No 12 Yes Yes No Multiple

Debenhams Yes No 60 Yes Yes No Single

Dorothy Perkins Yes No 20 Yes Yes No Multiple

Dune Yes Yes All Yes Yes No Multiple

Evans Yes No 24 Yes Yes No Multiple

Fatface Yes Yes 36 Yes Yes Yes Multiple

French Connection No Yes All Yes Yes Yes Multiple

Gap No No 300 Yes Yes No Multiple

H&M No Yes 90 Yes Yes No Multiple

Harvey Nichols No Yes 60 Yes Yes Yes Single

Hobbs Yes No 60 Yes Yes Yes Multiple

Hollister Yes No 16 No Yes No Multiple

House of Fraser Yes Yes 30 Yes Yes No Multiple

Jack Wills Yes Yes 58 Yes No No Single

JD Sports Yes No 20 Yes Yes No Multiple

Jigsaw Yes Yes All Yes Yes No Multiple

John Lewis Yes Yes 90 Yes Yes No Multiple

Jones Bootmaker Yes No 20 Yes Yes Yes Multiple

Joules No No All Yes Yes Yes Multiple

Search comparison Search History Auto-suggest Results per page Large visuals Can change

sort order?Can change display type?

Multi facet search

Page 49: Transform Fashion Retail Report 2015

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Karen Millen No Yes All Yes Yes Yes Multiple

Littlewoods No Yes 12 Yes Yes Yes Multiple

LK Bennett Yes Yes 15 Yes Yes No Multiple

Marks & Spencer No Yes 24 Yes Yes No Multiple

Matalan No No 28 Yes Yes No Multiple

Matches No No 60 Yes Yes No Multiple

Miss Selfridge Yes No 40 Yes Yes No Multiple

Moss Bros No Yes 9 Yes Yes No Multiple

Net a Porter No Yes 60 Yes Yes Yes Multiple

New Look Yes No 24 Yes Yes Yes Multiple

Next Yes No 24 Yes Yes No Multiple

Oasis No Yes All Yes Yes No Multiple

Office No No 24 No Yes No Multiple

Peacocks Yes No 20 Yes Yes No Multiple

Phase Eight Yes No 24 Yes Yes No Multiple

Reiss Yes No 36 Yes Yes No Multiple

River Island Yes No 16 Yes Yes No Multiple

Russell & Bromley No No 9 Yes Yes No Multiple

Schuh Yes Yes 30 Yes Yes No Multiple

Selfridges No Yes 60 Yes Yes No Multiple

Superdry Yes No 24 Yes Yes Yes Multiple

Ted Baker No Yes 48 Yes Yes No Multiple

Topshop Yes No 25 Yes Yes Yes Multiple

Very No Yes 12 Yes Yes Yes Multiple

Wallis Yes No 20 Yes Yes No Multiple

Warehouse No Yes 21 Yes Yes Yes Multiple

Whistles Yes No 24 Yes Yes No Multiple

White Stuff No Yes 16 Yes Yes No Multiple

Zara No Yes All Yes Yes Yes Single

Search comparison Search History Auto-suggest Results per page Large visuals Can change

sort order?Can change display type?

Multi facet search

Page 50: Transform Fashion Retail Report 2015

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Abercrombie & Fitch Yes n/a No Yes Yes 6 No No

All Saints Yes n/a No Yes No 3 No n/a

ASOS Yes Yes No Yes Yes 7 No No

Austin Reed Yes Yes No Yes Yes 6 No n/a

BHS Yes Yes No Yes Yes 9 No n/a

Blue Inc Yes Yes No Yes Yes 8 No Yes

Boden Yes n/a No Yes Yes 5 No Yes

Burberry No n/a No No No n/a n/a n/a

Burton Yes n/a Yes Yes Yes 8 No n/a

Coast Yes n/a No Yes Yes 5 No Yes

Clarks Yes n/a No Yes Yes 7 No n/a

Debenhams Yes Yes No Yes Yes 6 No n/a

Dorothy Perkins Yes n/a No Yes Yes 7 No n/a

Dune Yes Yes No Yes Yes 5 No Yes

Evans Yes n/a Yes Yes Yes 7 No n/a

Fatface Yes n/a No Yes No 4 Yes No

French Connection Yes n/a No Yes Yes 5 No Yes

Gap No n/a No Yes Yes 2 n/a n/a

H&M Yes n/a No Yes Yes 3 Yes No

Harvey Nichols No No No No No 0 n/a No

Hobbs Yes n/a No Yes Yes 5 n/a n/a

Hollister Yes n/a No Yes Yes 3 Yes No

House of Fraser Yes Yes No Yes Yes 10 No No

Jack Wills No n/a No No No 0 n/a No

JD Sports No Yes No Yes Yes 5 n/a n/a

Jigsaw Yes n/a No Yes Yes 5 Yes Yes

John Lewis Yes Yes Yes Yes Yes 12 Yes No

Jones Bootmaker Yes Yes No Yes No 5 No No

Joules Yes n/a No Yes Yes 6 No No

Search comparison Search by Colour

Search by Brand

Search by Material

Search By Size

Search By Sub-category

Number of Facets

Search by colour

swatch

Pictures in Auto-Suggest

Page 51: Transform Fashion Retail Report 2015

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Karen Millen Yes n/a No Yes Yes 4 No Yes

Littlewoods Yes Yes No Yes Yes 8 Yes No

LK Bennett Yes n/a No Yes Yes 4 No n/a

Marks & Spencer Yes Yes No Yes Yes 6 Yes No

Matalan Yes Yes Yes Yes Yes 9 Yes n/a

Matches Yes Yes No Yes Yes 6 No n/a

Miss Selfridge Yes n/a No Yes Yes 5 No n/a

Moss Bros Yes Yes No Yes No 3 No Yes

Net a Porter Yes Yes No Yes Yes 4 No No

New Look Yes Yes No Yes Yes 6 Yes n/a

Next Yes Yes No Yes Yes 10 No n/a

Oasis Yes n/a No Yes Yes 6 No Yes

Office Yes Yes No Yes Yes 7 No n/a

Peacocks Yes n/a No Yes Yes 5 No n/a

Phase Eight Yes n/a No Yes Yes 6 No n/a

Reiss Yes n/a No Yes Yes 7 No n/a

River Island Yes n/a No Yes Yes 5 No n/a

Russell & Bromley Yes n/a Yes Yes Yes 4 No n/a

Schuh Yes Yes Yes Yes Yes 8 Yes Yes

Selfridges Yes Yes No No No 3 No No

Superdry Yes n/a No Yes Yes 4 No Yes

Ted Baker Yes n/a No Yes Yes 6 No Yes

Topshop Yes n/a No Yes Yes 6 No n/a

Very Yes Yes No Yes Yes 8 Yes No

Wallis Yes n/a No Yes Yes 5 No No

Warehouse Yes n/a No Yes Yes 4 No Yes

Whistles Yes Yes No Yes Yes 4 No n/a

White Stuff Yes n/a No Yes No 3 No No

Zara No n/a No No Yes 1 n/a Yes

Search comparison Search by Colour

Search by Brand

Search by Material

Search By Size

Search By Sub-category

Number of Facets

Search by colour

swatch

Pictures in Auto-Suggest

Page 52: Transform Fashion Retail Report 2015

Page 52

Social is deemed to be important, especially for

fashion and in particular for the younger consumers.

While much intellectual endeavour and technical

prowess may be focused on how to attribute sales and

track influencers, what is indisputable is that there is

enormous effort being expended on social.

Experience AreasSocial

Top retailers in social

8/10New Look

8/10Net a Porter

8/10H&M

8/10ASOS

8/10Top Shop

None (10%)

Less than 50,000 (33%)

50k-250k (17%)

250-1m (22%)

1-5m (10%)

5m+ (7%)

10%

33%

7%

22%

10%

17%

Less than 50,000 (10%)

50k - 250k (38%)

250 - 1m (28%)

1 - 5m (14%)

5m+ (10%)

10%

38%

28%

14%

10%

None (12%)

Less than 50 (10%)

50 – 250 (10%)

250 – 1,000 (22%)

1,000 – 5,000 (19%)

5,000+ (26%)

12%

10%

10%

19%

26%

22%

Not unsurprisingly, social media followers are greatest

for those brands that are global and that are oriented

to the younger consumers. Abercrombie & Fitch and

Hollister in particular shine, and Burberry’s global

following is quite extraordinary. What surprises though

is that some of these brands do not feed their fans –

Abercrombie & Fitch has just 21 YouTube videos (to

Burberry’s 447).

Some values are of course also distorted – John

Lewis’ 22 million YouTube views is a function of their

Christmas adverts much more than ecommerce

content. But nonetheless we see more traditional

retailers such as Debenhams being able to capture

3,000+ YouTube subscribers, publishing almost 200

videos and gaining 700,000+ views on a single video.

Facebook likes (000s) 123,250

YouTube videos 8,307

YouTube subscriptions 642,098

Twitter followers (000s) 10,383

Tweets 2,176,628

Pinterest followers 1,335,011

Total number of social elements for the retailers surveyed

Number of Facebook followers

Number of YouTube subscribersNumber of YouTube views for each retailer’s most watched video

Page 53: Transform Fashion Retail Report 2015

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Tweets are challenging to measure without detailed

analysis. The very high numbers achieved by ASOS and

Marks & Spencer may reflect levels of customer service

interaction born from overall high sales levels (though

we might expect Marks & Spencer customers to be

less inclined to use social media for this than ASOS’

customers). Whatever the specifics, for these brands

social is clearly important and they’ve understood that

and have engaged with it to a much greater extent than

many others. While there might be a target number of

Twitter followers for a fashion brand (25,000 being an

acceptable number, and 100,000+ if a global brand),

Burberry’s four million Twitter followers represents

more than one third of all the followers from all the

retailers we reviewed

Experience AreasSocial

Less than 5,000 (21%)

5,000 - 10,000 (28%)

10k - 25k (36%)

25k+ (16%)

21%

28%36%

16%

Less than 5,000 (5%)

5,000-10,000 (12%)

10k - 25k (17%)

25k - 50k (17%)

50k-100k (17%)

100k+ (31%)

12%

17%

5%

17%

31%

17%

Burbery’s Twitter pageNumber of tweets

Number of Twitter followers

Page 54: Transform Fashion Retail Report 2015

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Of the channels that retailers engage in, Pinterest has the

greatest variation in usage. Some retailers have a very material

Pinterest following - ASOS especially with more than 230,000

followers, and along with Burberry and Zara, these three

retailers represented 35% of all Pinterest followers. But at the

other end of the scale, most retailers have gained only very

limited traction, with more than half having less than 10,000

followers. The retailers’ specific social strategies and whether it

is in-sourced or outsourced is worth reflection, and while social

is sufficiently complex to warrant its own detailed analysis,

what is quickly obvious, and entirely unsurprising, is that sheer

quantity of social publishing does not beget a quality following.

Notwithstanding paid media strategies, at the extremes we can

contrast Burberry (with 490 Twitter followers for each of its

tweets) with Topshop (less than 0.1 followers per tweet). But in

general, there is an obvious and expected correlation between

retailers that are successful in targeting the youth or premium

markets and the follower-to-tweet ratios.

Experience AreasSocial

Less than 1,000 (12%)

1,000-2,500 (19%)

2,500 - 5,000 (16%)

5k - 10k (9%)

10k - 100k (34%)

100k+ (9%)

12%

19%

9%

34%

16%9%

Retailers with a low follower-to-tweet

ratio

Followers (000s) Tweets Ratio

Austin Reed 3 2,775 1

Boden 32 16,900 2

Burton 9 11,300 1

Fatface 21 12,300 2

Jigsaw 9 4,667 2

Moss Bros 5 2,976 2

Russell & Bromley 6 8,993 1

Retailers with a high follower-to-tweet

ratio

Followers (000s) Tweets Ratio

Abercrombie & Fitch 630 7,965 79

Burberry 3,510 7,250 484

H&M 167 8,926 19

Harvey Nichols 229 12,500 18

Hollister 835 7,045 119

Net-a-Porter 688 24,300 28

River Island 300 13,300 23

Number of Pinterest followers

Page 55: Transform Fashion Retail Report 2015

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Creating social content can be expensive and

challenging. Enabling customers to do it directly is

therefore the easy way to amplify the products and

extend their reach. For younger customers it is also

almost a pre-requisite that they are able to share easily

and simplify. For most retailers, this is well understood

and the ability to post to the major social channels is

available. While the execution may be sub-optimal,

Russell & Bromley has utilised ShareThis, and thus

makes a very extensive array of options available.

Nonetheless more than 20% of retailers provide no

easy way for users to directly leverage social to further

market their products.

In terms of particular channels’ popularity, Net-

a-Porter uniquely includes Weibo, reflecting its

premium, global positioning but also acknowledging

the Chinese potential. Google Plus is surprisingly well

represented given its difficulty establishing itself as a

credible social network alternative.

Yes59%

No41%

Experience AreasSocial

Facebook

24%

76%

24%

76%

Pinterest Twitter

22%

78%

Google+

33%

67%

Email

43%

57%

Retailers offering some form of social sharing from the PDP

Different social sharing options offeredRussell & Bromley uses ShareThis to enable extensive social sharing support

Net-a-Porter includes sharing to Weibo

Page 56: Transform Fashion Retail Report 2015

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Abercrombie & Fitch Yes Yes Yes Yes No 9,331�9

All Saints Yes Yes Yes Yes Yes 621�9

ASOS Yes Yes Yes Yes No 3,544�1

Austin Reed Yes Yes Yes Yes Yes 5�1

BHS Yes Yes Yes Yes Yes 110�5

Blue Inc Yes Yes Yes Yes Yes 58�1

Boden No No No No No 237�1

Burberry No No No No No 18,014�4

Burton No No No No No 616�3

Clarks Yes Yes Yes Yes Yes 305�5

Coast Yes Yes Yes Yes Yes 58�0

Debenhams Yes Yes No No No 322�2

Dorothy Perkins Yes Yes No Yes No 1,254�3

Dune Yes Yes Yes Yes Yes 123�6

Evans No No No No No 63�7

Fatface Yes Yes Yes No No 137�0

French Connection Yes Yes Yes Yes Yes 709�9

Gap No No No No No 6,804�0

H&M Yes Yes Yes Yes No 22,237�4

Harvey Nichols Yes Yes Yes Yes Yes 152�6

Hobbs Yes Yes Yes No No 152�0

Hollister No No No No No 12,712�0

House of Fraser Yes Yes Yes Yes Yes 349�2

Jack Wills Yes Yes Yes Yes Yes 792�5

JD Sports No No No No No 997�4

Jigsaw Yes Yes Yes Yes No 65�9

John Lewis Yes Yes Yes Yes No 846�1

Jones Bootmaker No No No No No 2�8

Joules Yes Yes Yes Yes No 277�4

Social comparison Post to Facebook

Post to Pinterest

Post to Twitter

Post to Google +

Email to a friend

Facebook likes (000s)

Page 57: Transform Fashion Retail Report 2015

Page 57

Karen Millen Yes Yes Yes Yes No 184�9

Littlewoods Yes No Yes Yes Yes 192�4

LK Bennett Yes No Yes No No 157�6

Marks & Spencer No No No No No 2,075�5

Matalan Yes No Yes Yes Yes 188�6

Matches Yes Yes Yes Yes Yes 68�2

Miss Selfridge Yes Yes Yes Yes Yes 289�1

Moss Bros Yes Yes Yes Yes No 17�9

Net a Porter No No No No Yes 1,342�9

New Look Yes Yes Yes Yes Yes 3,197�1

Next No No No No No 1,492�4

Oasis No Yes Yes Yes Yes 146�1

Office Yes Yes Yes Yes Yes 91�1

Peacocks Yes Yes Yes Yes Yes 60�7

Phase Eight Yes Yes Yes Yes No 14�6

Reiss Yes Yes Yes Yes Yes 180�1

River Island Yes Yes Yes No No 2,167�2

Russell & Bromley Yes Yes Yes Yes Yes 11�3

Schuh Yes Yes Yes No Yes 278�4

Selfridges No No No No No 362�6

Superdry No No No No No 926�1

Ted Baker No No No No No 316�7

Topshop Yes Yes Yes Yes No 3,927�0

Very Yes No Yes Yes Yes 298�1

Wallis Yes Yes Yes No No 87�2

Warehouse Yes Yes Yes Yes No 123�9

Whistles Yes Yes Yes Yes Yes 35�0

White Stuff Yes Yes Yes Yes Yes 65�2

Zara Yes Yes Yes No No 24,049�1

Social comparison Post to Facebook

Post to Pinterest

Post to Twitter

Post to Google +

Email to a friend

Facebook likes (000s)

Page 58: Transform Fashion Retail Report 2015

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Abercrombie & Fitch 36,253 21 45�0 630�0 7,965 35,840 4,005

All Saints 21,923 39 456�0 94�5 17,200 11,636 675

ASOS 33,477 809 3,739�7 770�0 181,000 232,670 3,360

Austin Reed 331 47 264�5 3�4 2,775 360 588

BHS 330 13 251�1 18�4 6,145 1,435 990

Blue Inc 48 26 1�0 12�9 7,102 994 2,991

Boden 271 50 43�4 32�2 16,900 55,235 8,971

Burberry 146,387 447 8,921�7 3,510�0 7,250 123,530 6,027

Burton - 23 16�3 9�2 11,300 1,327 1,354

Clarks 1,339 164 397�8 32�9 12,300 1,673 612

Coast 58�0 - - 10�5 6,163 3,933 1,994

Debenhams 3,344 196 723�5 111�0 46,900 9,930 5,513

Dorothy Perkins 557 92 83�7 83�2 15,200 13,860 4,207

Dune 75 51 10�6 18�7 4,539 2,760 4,134

Evans 886 84 84�8 15�8 8,684 2,180 2,048

Fatface 305 130 19�5 20�7 12,300 1,197 98

French Connection 2,192 52 125�9 34�0 8,124 12,595 2,489

Gap 5,962 184 5,337�4 12�9 3,718 86,374 2,742

H&M 90,886 725 11,013�4 167�0 8,926 108,325 3,112

Harvey Nichols 1,429 110 1,064�3 229�0 12,500 11,340 2,989

Hobbs 39 10 3�2 12�3 4,568 2,982 2,049

Hollister 12,558 128 782�0 835�0 7,045 36,122 1,034

House of Fraser n/a 178 471�8 210�0 46,500 10,173 7,093

Jack Wills 2,567 186 137�0 153�0 27,000 17,274 1,199

JD Sports 2,819 330 187�8 65�7 12,100 n/a n/a

Jigsaw 69 15 11�4 8�6 4,667 2,419 3,146

John Lewis 58,138 143 22,399�8 198�0 18,800 9,629 2,803

Jones Bootmaker 2 6 0�2 2�0 1,429 345 40

Joules 200 18 3�6 40�5 4,961 10,958 2,194

Social comparison Youtube subscribers

Youtube videos

Views on most popular Youtube video

(000s)

Twitter followers

(000s)Twitter tweets Pinterest

followers Pins

Page 59: Transform Fashion Retail Report 2015

Page 59

Karen Millen 380 58 17�1 28�1 7,322 3,888 1,100

Littlewoods 2,286 321 1,292�4 35�9 11,000 595 365

LK Bennett 79 18 18�4 9�7 2,302 1,390 460

Marks & Spencer 18,459 501 2,234�9 383�0 128,000 15,458 2,488

Matalan 1,391 133 298�9 46�7 15,100 1,256 1,101

Matches n/a n/a n/a 67�3 11,700 57,561 5,716

Miss Selfridge 996 58 23�6 80�3 8,847 7,109 1,728

Moss Bros n/a n/a n/a 5�3 2,976 237 597

Net a Porter 58,250 610 501�2 688�0 24,300 81,596 4,467

New Look 5,256 366 132�5 229�0 22,500 16,578 1,953

Next 1,568 43 206�0 150�0 60,000 15,314 17,625

Oasis 372 63 15�7 58�6 16,500 15,709 3,404

Office n/a n/a n/a 118�0 10,400 2,576 1,482

Peacocks 122 46 58�8 18�3 7,556 906 2,095

Phase Eight 13 6 2�1 9�3 4,410 1,395 2,403

Reiss 656 69 174�6 58�9 10,400 5,697 6,214

River Island 8,024 401 428�4 300�0 13,300 25,805 6,050

Russell & Bromley n/a n/a n/a 5�7 8,993 270 149

Schuh 264 79 95�0 139�0 57,800 2,029 1,459

Selfridges 3,270 313 573�6 269�0 44,000 16,208 1,034

Superdry 1,748 80 41�4 70�8 13,200 2,673 1,035

Ted Baker n/a n/a n/a 63�7 11,700 13,242 6,590

Topshop 52,316 219 2,476�2 37�9 1,110,000 104,227 8,195

Very 44,494 501 1,519�1 69�8 20,400 3,250 3,026

Wallis 257 24 12�3 18�9 9,185 1,976 1,560

Warehouse 400 35 543�4 39�8 9,568 5,809 2,359

Whistles n/a n/a n/a 31�4 4,241 4,921 1,163

White Stuff 45 47 3�0 8�1 6,091 2,922 1,935

Zara 19,007 39 262�7 0�7 776 117,318 3,476

Social comparison Youtube subscribers

Youtube videos

Views on most popular Youtube video

(000s)

Twitter followers

(000s)Twitter tweets Pinterest

followers Pins

Page 60: Transform Fashion Retail Report 2015

Page 60

Click & collect offered No

When ready for collection n/a

How long do you have to collect n/a

Cost for standard delivery £5.00

Standard is free if spend is… n/a

Standard delivery promise 5-7 days

Cost of next day £10.00

Cut-off time for next day 12pm

Is Weekend delivery an option Yes

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery options n/a

Track & trace No

Is Collect+ offered No

Detailed Retailer ReviewsAbercrombie & Fitch

Fulfilment Proposition / 102 Checkout

Social

Mobile

Product Detail Page

Contact us via email and phone

Email Yes

Telephone & hours 24 hrs

Dynamic FAQ's Yes

Click to chat No

Click to call No

No of clicks (from product to checkout completion)

4

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend No

Facebook likes (000s) 9,331.9

Youtube subscribers 36,253

Youtube videos 21

Views on most popular Youtube video (000s)

45.0

Twitter followers (000s) 630.0

Twitter tweets 7,965

Pinterest followers 35,840

Pins 4,005

Responsive site Yes

Number of apps 1

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings 1,444

Average iOS rating 2.9

Is there an Android app Yes

Nr of Android ratings 10,099

Average Android rating 4.2

No of images 2

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail No

Images in colour variations Yes

Reviews provider No

Recommendations Yes

Cross-sells/upsells No

Size Guide Yes

Delivery options prominent Medium

Returns policy prominent No

Stock availability per size No

Customer Service / 108

/ 10

/ 10

8 / 10

/ 10

8

3

6

Score : / 10042 Rank :50 Site speed : 57Mobile speed : 77

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Page 61

Claimed number of countries supported

27

Country specific sites enforced Yes

Fulfilment proposition specific to each country

Yes

Delivery charge to EU £5.00

Nr of days to deliver 5-7 days

Delivery charge to US n/a

Nr of days to deliver n/a

Delivery charge to AU n/a

Nr of days to deliver n/a

Ships to China No

Ships to Russia No

Ships to Turkey No

Ships to Brazil No

Returns policy prominent No

Are returns free No

Can it be returned to store No

Is Collect+ offered No

Search

Search History No

Auto-suggest Yes

Results per page 48

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Single

Search by Colour Yes

Search by Brand No

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 6

Search by colour swatch No

Pictures in Auto-Suggest No

/ 104 International / 103 Returns / 100

Page 62: Transform Fashion Retail Report 2015

Page 62

Click & collect offered No

When ready for collection n/a

How long do you have to collect n/a

Cost for standard delivery Free

Standard is free if spend is… Free

Standard delivery promise 2 days

Cost of next day £5.00

Cut-off time for next day 9pm

Is Weekend delivery an option Yes

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery optionsStandard free. Next day and weekend free over £100

Track & trace Yes

Is Collect+ offered No

Detailed Retailer ReviewsAll Saints

Fulfilment Proposition / 109 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

6

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 621.9

Youtube subscribers 21,923

Youtube videos 39

Views on most popular Youtube video (000s)

456.0

Twitter followers (000s) 94.5

Twitter tweets 17,200

Pinterest followers 11,636

Pins 675

Responsive site Yes

Number of apps 2

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings n/a

Average iOS rating n/a

Is there an Android app Yes

Nr of Android ratings 23,525

Average Android rating 3.8

No of images 3

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail No

Images in colour variations No

Reviews provider No

Recommendations Yes

Cross-sells/upsells No

Size Guide Yes

Delivery options prominent No

Returns policy prominent High

Stock availability per size No

Contact us viaemail, phone, post, social media

Email Yes

Telephone & hours 24 hrs

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

8 / 10

/ 10

4

4

5

Score : / 10056 Rank :20 Site speed : 26Mobile speed : 30

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Page 63

Claimed number of countries supported

66

Country specific sites enforced No

Fulfilment proposition specific to each country

No

Delivery charge to EU Free

Nr of days to deliver 3-5 days

Delivery charge to US £18.95

Nr of days to deliver 5-7 days

Delivery charge to AU £18.95

Nr of days to deliver 5-7 days

Ships to China Yes

Ships to Russia Yes

Ships to Turkey Yes

Ships to Brazil No

Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered No

Search

Search History No

Auto-suggest No

Results per page 16

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand No

Search by Material No

Search By Size Yes

Search By Sub-category No

Number of Facets 3

Search by colour swatch No

Pictures in Auto-Suggest n/a

/ 103 International / 107 Returns / 108

Page 64: Transform Fashion Retail Report 2015

Page 64

Click & collect offered n/a

When ready for collection n/a

How long do you have to collect n/a

Cost for standard delivery £3.00

Standard is free if spend is… £20.00

Standard delivery promise 6 days

Cost of next day £5.95

Cut-off time for next day 10pm

Is Weekend delivery an option Yes

Timed delivery options Yes

Evening options Yes

Evening delivery cost £7.95

Free delivery options

Free standard delivery over £20, or sign up for their Premier service & you get free delivery for a whole year. £9.95 per anum.

Track & trace Yes

Is Collect+ offered Yes

Detailed Retailer ReviewsASOS

Fulfilment Proposition / 108 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

4

Is Paypal offered Yes

Can you checkout without registering at all?

No

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 3,544.1

Youtube subscribers 33,477

Youtube videos 809

Views on most popular Youtube video (000s)

3,739.7

Twitter followers (000s) 770.0

Twitter tweets 181,000

Pinterest followers 232,670

Pins 3,360

Responsive site Yes

Number of apps 2

Is there a store finder on the app n/a

Is it geo aware Yes

Nr of iOS ratings 586

Average iOS rating 4.9

Is there an Android app Yes

Nr of Android ratings 32,394

Average Android rating 4.4

No of images 4

Video Yes

Image tools Yes

Models faces shown Yes

Images of clothing detail Yes

Images in colour variations No

Reviews provider No

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent No

Returns policy prominent No

Stock availability per size No

Contact us via email, social media

Email Yes

Telephone & hours None

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

7 / 10

/ 10

6

4

8

Score : / 10064 Rank :5 Site speed : 44Mobile speed : 46

Page 65: Transform Fashion Retail Report 2015

Page 65

Claimed number of countries supported

245

Country specific sites enforced No

Fulfilment proposition specific to each country

Yes

Delivery charge to EU €3.00

Nr of days to deliver 3-5 days

Delivery charge to US $4.00

Nr of days to deliver 6 days

Delivery charge to AU $5.00

Nr of days to deliver 7 days

Ships to China Yes

Ships to Russia Yes

Ships to Turkey Yes

Ships to Brazil Yes

Search

Search History Yes

Auto-suggest Yes

Results per page 36

Large visuals Yes

Can change sort order Yes

Can change display type Yes

Multi facet search Multiple

Search by Colour Yes

Search by Brand Yes

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 7

Search by colour swatch No

Pictures in Auto-Suggest No

/ 108 International / 107Returns policy prominent Yes

Are returns free Yes

Can it be returned to store No

Is Collect+ offered Yes

Returns / 108

Page 66: Transform Fashion Retail Report 2015

Page 66

Click & collect offered Yes

When ready for collection n/a

How long do you have to collect n/a

Cost for standard delivery £4.95

Standard is free if spend is… £150.00

Standard delivery promise 5 days

Cost of next day n/a

Cut-off time for next day n/a

Is Weekend delivery an option No

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery optionsCLICK AND COLLECT, OVER 150

Track & trace No

Is Collect+ offered No

Detailed Retailer ReviewsAustin Reed

Fulfilment Proposition / 103 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

6

Is Paypal offered Yes

Can you checkout without registering at all?

No

Guest checkout No

Post to Facebook No

Post to Pinterest No

Post to Twitter No

Post to Google Plus No

Email to a friend Yes

Facebook likes (000s) 5.1

Youtube subscribers 331

Youtube videos 47

Views on most popular Youtube video (000s)

264.5

Twitter followers (000s) 3.4

Twitter tweets 2,775

Pinterest followers 360

Pins 588

Responsive site No

Number of apps 0

Is there a store finder on the app n/a

Is it geo aware n/a

Nr of iOS ratings No

Average iOS rating n/a

Is there an Android app No

Nr of Android ratings No

Average Android rating n/a

No of images 2

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail No

Images in colour variations Yes

Reviews provider No

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent Medium

Returns policy prominent Medium

Stock availability per size Yes

Contact us via email, phone, post

Email Yes

Telephone & hours 9am - 5pm Monday to Friday

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

4 / 10

/ 10

0

5

1

Score : / 10034 Rank :57 Site speed : 49Mobile speed : 60

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Page 67

Claimed number of countries supported

60

Country specific sites enforced No

Fulfilment proposition specific to each country

No

Delivery charge to EU €10.00

Nr of days to deliver 10 days

Delivery charge to US $32.00

Nr of days to deliver Up to 10 days

Delivery charge to AU $32.00

Nr of days to deliver 10 days

Ships to China Yes

Ships to Russia Yes

Ships to Turkey No

Ships to Brazil Yes

Returns policy prominent Yes

Are returns free No

Can it be returned to store Yes

Is Collect+ offered No

Search

Search History No

Auto-suggest No

Results per page 50

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand Yes

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 6

Search by colour swatch No

Pictures in Auto-Suggest n/a

/ 105 International / 103 Returns / 105

Page 68: Transform Fashion Retail Report 2015

Page 68

Click & collect offered Yes

When ready for collection 4-8 days

How long do you have to collect n/a

Cost for standard delivery £3.95

Standard is free if spend is… £50.00

Standard delivery promise 4-5 days

Cost of next day £5.95

Cut-off time for next day 8pm

Is Weekend delivery an option Yes

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery optionsstandard and click and collect over 25

Track & trace Yes

Is Collect+ offered No

Detailed Retailer ReviewsBHS

Fulfilment Proposition / 107 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

6

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 110.5

Youtube subscribers 330

Youtube videos 13

Views on most popular Youtube video (000s)

251.1

Twitter followers (000s) 18.4

Twitter tweets 6,145

Pinterest followers 1,435

Pins 990

Responsive site Yes

Number of apps 2

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings 21

Average iOS rating 2.7

Is there an Android app Yes

Nr of Android ratings 222

Average Android rating 3.4

No of images 4

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail No

Images in colour variations Yes

Reviews provider Yes

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent Medium

Returns policy prominent Medium

Stock availability per size Yes

Contact us via email, phone, post

Email Yes

Telephone & hours 9am - 11pm Monday to Friday

Dynamic FAQ's Yes

Click to chat No

Click to call Yes

Customer Service / 108

/ 10

/ 10

8 / 10

/ 10

5

6

4

Score : / 10052 Rank :30 Site speed : 51Mobile speed : 61

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Page 69

Claimed number of countries supported

None

Country specific sites enforced n/a

Fulfilment proposition specific to each country

n/a

Delivery charge to EU n/a

Nr of days to deliver n/a

Delivery charge to US n/a

Nr of days to deliver n/a

Delivery charge to AU n/a

Nr of days to deliver n/a

Ships to China No

Ships to Russia No

Ships to Turkey No

Ships to Brazil No

Search

Search History No

Auto-suggest No

Results per page 40

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand Yes

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 9

Search by colour swatch No

Pictures in Auto-Suggest n/a

/ 106 International / 100Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered No

Returns / 108

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Page 70

Click & collect offered Yes

When ready for collection 3-5 days

How long do you have to collect 10 days

Cost for standard delivery £3.99

Standard is free if spend is… £50.00

Standard delivery promise 3-5 days

Cost of next day £4.99

Cut-off time for next day 5pm

Is Weekend delivery an option No

Timed delivery options No

Evening options Yes

Evening delivery cost £7.95

Free delivery optionsstandard and click and collect over 20

Track & trace Yes

Is Collect+ offered Yes

Detailed Retailer ReviewsBlue Inc

Fulfilment Proposition / 106 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

4

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 58.1

Youtube subscribers 48

Youtube videos 26

Views on most popular Youtube video (000s)

1.0

Twitter followers (000s) 12.9

Twitter tweets 7,102

Pinterest followers 994

Pins 2,991

Responsive site Yes

Number of apps 2

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings 30

Average iOS rating 4.0

Is there an Android app Yes

Nr of Android ratings 45

Average Android rating 4.1

No of images 3

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail No

Images in colour variations No

Reviews provider No

Recommendations Yes

Cross-sells/upsells No

Size Guide Yes

Delivery options prominent High

Returns policy prominent High

Stock availability per size No

Contact us via email, phone, post

Email Yes

Telephone & hours8:30am - 5.00pm Monday to Friday

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

8 / 10

/ 10

4

5

3

Score : / 10056 Rank :20 Site speed : 46Mobile speed : 73

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Page 71

Claimed number of countries supported

182

Country specific sites enforced No

Fulfilment proposition specific to each country

Yes

Delivery charge to EU £6.99

Nr of days to deliver 5-7 days

Delivery charge to US £9.99

Nr of days to deliver 7-14 days

Delivery charge to AU £9.99

Nr of days to deliver 7-14 days

Ships to China Yes

Ships to Russia Yes

Ships to Turkey Yes

Ships to Brazil Yes

Search

Search History No

Auto-suggest Yes

Results per page 32

Large visuals Yes

Can change sort order Yes

Can change display type Yes

Multi facet search Multiple

Search by Colour Yes

Search by Brand Yes

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 8

Search by colour swatch No

Pictures in Auto-Suggest Yes

/ 108 International / 106Returns policy prominent Yes

Are returns free Yes

Can it be returned to store No

Is Collect+ offered Yes

Returns / 108

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Page 72

Click & collect offered n/a

When ready for collection n/a

How long do you have to collect n/a

Cost for standard delivery £4.00

Standard is free if spend is… n/a

Standard delivery promise 2-3 days

Cost of next day £8.00

Cut-off time for next day 7pm

Is Weekend delivery an option Yes

Timed delivery options Yes

Evening options No

Evening delivery cost n/a

Free delivery options No

Track & trace No

Is Collect+ offered No

Detailed Retailer ReviewsBoden

Fulfilment Proposition / 104 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

8

Is Paypal offered No

Can you checkout without registering at all?

No

Guest checkout Yes

Post to Facebook No

Post to Pinterest No

Post to Twitter No

Post to Google Plus No

Email to a friend No

Facebook likes (000s) 237.1

Youtube subscribers 271

Youtube videos 50

Views on most popular Youtube video (000s)

43.4

Twitter followers (000s) 32.2

Twitter tweets 16,900

Pinterest followers 55,235

Pins 8,971

Responsive site Yes

Number of apps 0

Is there a store finder on the app n/a

Is it geo aware n/a

Nr of iOS ratings No

Average iOS rating n/a

Is there an Android app No

Nr of Android ratings No

Average Android rating n/a

No of images 10

Video Yes

Image tools Yes

Models faces shown Yes

Images of clothing detail Yes

Images in colour variations Yes

Reviews provider Yes

Recommendations No

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent Medium

Returns policy prominent No

Stock availability per size Yes

Contact us via email, phone, post

Email Yes

Telephone & hours8am-10pm Monday - Saturday, 10am-6pm Sunday

Dynamic FAQ's No

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

3 / 10

/ 10

1

6

3

Score : / 10037 Rank :55 Site speed : 55Mobile speed : 69

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Page 73

Claimed number of countries supported

60

Country specific sites enforced No

Fulfilment proposition specific to each country

No

Delivery charge to EU £6.00

Nr of days to deliver 8-10 days

Delivery charge to US n/a

Nr of days to deliver n/a

Delivery charge to AU £12.00

Nr of days to deliver 12-14 days

Ships to China Yes

Ships to Russia Yes

Ships to Turkey Yes

Ships to Brazil Yes

Search

Search History No

Auto-suggest Yes

Results per page 15

Large visuals Yes

Can change sort order Yes

Can change display type Yes

Multi facet search Multiple

Search by Colour Yes

Search by Brand No

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 5

Search by colour swatch No

Pictures in Auto-Suggest Yes

/ 106 International / 103

Returns policy prominent No

Are returns free Yes

Can it be returned to store No

Is Collect+ offered No

Returns / 103

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Page 74

Click & collect offered Yes

When ready for collection 1 day

How long do you have to collect 10 days

Cost for standard delivery Free

Standard is free if spend is… Free

Standard delivery promise 1 day

Cost of next day Free

Cut-off time for next day 7pm

Is Weekend delivery an option Yes

Timed delivery options No

Evening options No

Evening delivery cost No

Free delivery options all deliveries are free

Track & trace No

Is Collect+ offered No

Detailed Retailer ReviewsBurberry

Fulfilment Proposition / 107 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

6

Is Paypal offered No

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook No

Post to Pinterest No

Post to Twitter No

Post to Google Plus No

Email to a friend No

Facebook likes (000s) 18,014.4

Youtube subscribers 146,387

Youtube videos 447

Views on most popular Youtube video (000s)

8,921.7

Twitter followers (000s) 3,510.0

Twitter tweets 7,250

Pinterest followers 123,530

Pins 6,027

Responsive site Yes

Number of apps 1

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings n/a

Average iOS rating n/a

Is there an Android app No

Nr of Android ratings n/a

Average Android rating n/a

No of images 6

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail No

Images in colour variations No

Reviews provider No

Recommendations Yes

Cross-sells/upsells No

Size Guide Yes

Delivery options prominent No

Returns policy prominent No

Stock availability per size Yes

Contact us via email, phone, chat

Email Yes

Telephone & hours 24 hrs

Dynamic FAQ's Yes

Click to chat Yes

Click to call Yes

Customer Service / 108

/ 10

/ 10

6 / 10

/ 10

4

4

6

Score : / 10050 Rank : 37 Site speed : 65Mobile speed : 55

Page 75: Transform Fashion Retail Report 2015

Page 75

Claimed number of countries supported

60

Country specific sites enforced Yes

Fulfilment proposition specific to each country

Yes

Delivery charge to EU Free

Nr of days to deliver 3-5 days

Delivery charge to US Free

Nr of days to deliver 3-5 days

Delivery charge to AU Free

Nr of days to deliver 3-5 days

Ships to China Yes

Ships to Russia Yes

Ships to Turkey Yes

Ships to Brazil No

Search

Search History No

Auto-suggest No

Results per page 64

Large visuals Yes

Can change sort order No

Can change display type No

Multi facet search n/a

Search by Colour No

Search by Brand No

Search by Material No

Search By Size No

Search By Sub-category No

Number of Facets n/a

Search by colour swatch n/a

Pictures in Auto-Suggest n/a

/ 102 International / 1010

Returns policy prominent No

Are returns free Yes

Can it be returned to store No

Is Collect+ offered No

Returns / 103

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Page 76

Click & collect offered Yes

When ready for collection 3-7 days

How long do you have to collect n/a

Cost for standard delivery £3.95

Standard is free if spend is… £30.00

Standard delivery promise 4 days

Cost of next day £5.95

Cut-off time for next day 9pm

Is Weekend delivery an option Yes

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery optionsclick and collect, standard over 30

Track & trace Yes

Is Collect+ offered Yes

Detailed Retailer ReviewsBurton

Fulfilment Proposition / 109 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

5

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout No

Post to Facebook No

Post to Pinterest No

Post to Twitter No

Post to Google Plus No

Email to a friend No

Facebook likes (000s) 616.3

Youtube subscribers -

Youtube videos 23

Views on most popular Youtube video (000s)

16.3

Twitter followers (000s) 9.2

Twitter tweets 11,300

Pinterest followers 1,327

Pins 1,354

Responsive site Yes

Number of apps 1

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings 129

Average iOS rating 4.0

Is there an Android app Yes

Nr of Android ratings 508

Average Android rating 3.6

No of images 4

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail No

Images in colour variations No

Reviews provider Yes

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent Medium

Returns policy prominent Medium

Stock availability per size No

Contact us via email, phone

Email Yes

Telephone & hours 24 hrs

Dynamic FAQ's Yes

Click to chat No

Click to call Yes

Customer Service / 108

/ 10

/ 10

5 / 10

/ 10

7

5

2

Score : / 10057 Rank :14 Site speed : 55Mobile speed : 57

Page 77: Transform Fashion Retail Report 2015

Page 77

Claimed number of countries supported

100+

Country specific sites enforced No

Fulfilment proposition specific to each country

No

Delivery charge to EU £5.00

Nr of days to deliver 3-7 days

Delivery charge to US n/a

Nr of days to deliver n/a

Delivery charge to AU £10.50

Nr of days to deliver 3-12 days

Ships to China Yes

Ships to Russia No

Ships to Turkey Yes

Ships to Brazil Yes

Search

Search History Yes

Auto-suggest No

Results per page 20

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand No

Search by Material Yes

Search By Size Yes

Search By Sub-category Yes

Number of Facets 8

Search by colour swatch No

Pictures in Auto-Suggest n/a

/ 106 International / 105

Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered Yes

Returns / 1010

Page 78: Transform Fashion Retail Report 2015

Page 78

Click & collect offered Yes

When ready for collection 3-5 days

How long do you have to collect 9 days

Cost for standard delivery Free

Standard is free if spend is… Free

Standard delivery promise 3-5 days

Cost of next day £5.50

Cut-off time for next day 6pm

Is Weekend delivery an option No

Timed delivery options No

Evening options No

Evening delivery cost No

Free delivery options Standard, collect+ and collect

Track & trace No

Is Collect+ offered Yes

Detailed Retailer ReviewsClarks

Fulfilment Proposition / 106 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

6

Is Paypal offered Yes

Can you checkout without registering at all?

No

Guest checkout No

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 305.5

Youtube subscribers 1,339

Youtube videos 164

Views on most popular Youtube video (000s)

397.8

Twitter followers (000s) 32.9

Twitter tweets 12,300

Pinterest followers 1,673

Pins 612

Responsive site Yes

Number of apps 1

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings n/a

Average iOS rating n/a

Is there an Android app No

Nr of Android ratings No

Average Android rating n/a

No of images 7

Video No

Image tools Yes

Models faces shown n/a

Images of clothing detail No

Images in colour variations No

Reviews provider Yes

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent Medium

Returns policy prominent Medium

Stock availability per size Yes

Contact us via email, phone, post

Email Yes

Telephone & hours8.30am - 8pm Monday to Friday, 8.30am - 6pm Saturday

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

4 / 10

/ 10

4

6

5

Score : / 10057 Rank :14 Site speed : 68Mobile speed : 78

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Page 79

Claimed number of countries supported

18

Country specific sites enforced Yes

Fulfilment proposition specific to each country

Yes

Delivery charge to EU Free

Nr of days to deliver 3-5 days

Delivery charge to US Free

Nr of days to deliver 3-5 days

Delivery charge to AU $9.95

Nr of days to deliver 3-10 days

Ships to China No

Ships to Russia No

Ships to Turkey No

Ships to Brazil No

Search

Search History Yes

Auto-suggest No

Results per page 12

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand No

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 7

Search by colour swatch No

Pictures in Auto-Suggest n/a

/ 106 International / 108Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered Yes

Returns / 1010

Page 80: Transform Fashion Retail Report 2015

Page 80

Click & collect offered No

When ready for collection n/a

How long do you have to collect n/a

Cost for standard delivery 2.99

Standard is free if spend is… 100

Standard delivery promise 3-5 days

Cost of next day 4.99

Cut-off time for next day 7pm

Is Weekend delivery an option Yes

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery options

Track & trace Yes

Is Collect+ offered No

Detailed Retailer ReviewsCoast

Fulfilment Proposition / 106 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

8

Is Paypal offered Yes

Can you checkout without registering at all?

No

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 58.0

Youtube subscribers 58

Youtube videos -

Views on most popular Youtube video (000s)

-

Twitter followers (000s) 10.5

Twitter tweets 6,163

Pinterest followers 3,933

Pins 1,994

Responsive site

Number of apps

Is there a store finder on the app

Is it geo aware

Nr of iOS ratings

Average iOS rating

Is there an Android app

Nr of Android ratings

Average Android rating

No of images 4

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail No

Images in colour variations No

Reviews provider Yes

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent No

Returns policy prominent No

Stock availability per size Yes

Contact us via email

Email Yes

Telephone & hours None

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

5 / 10

/ 10

6

4

4

Score : / 10052 Rank :30 Site speed : 35Mobile speed : 52

Page 81: Transform Fashion Retail Report 2015

Page 81

Claimed number of countries supported

45

Country specific sites enforced Yes

Fulfilment proposition specific to each country

No

Delivery charge to EU €15.00

Nr of days to deliver 10 days

Delivery charge to US €25.00

Nr of days to deliver 10 days

Delivery charge to AU €25.00

Nr of days to deliver 10 days

Ships to China Yes

Ships to Russia No

Ships to Turkey No

Ships to Brazil Yes

Search

Search History No

Auto-suggest Yes

Results per page All

Large visuals Yes

Can change sort order Yes

Can change display type Yes

Multi facet search Multiple

Search by Colour Yes

Search by Brand n/a

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 5

Search by colour swatch No

Pictures in Auto-Suggest Yes

/ 106 International / 103

Returns policy prominent No

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered Yes

Returns / 1010

Page 82: Transform Fashion Retail Report 2015

Page 82

Click & collect offered Yes

When ready for collection 3 days

How long do you have to collect 14 days

Cost for standard delivery £3.49

Standard is free if spend is… £30.00

Standard delivery promise 4 days

Cost of next day £3.99

Cut-off time for next day 7pm

Is Weekend delivery an option Yes

Timed delivery options Yes

Evening options Yes

Evening delivery cost £6.99

Free delivery options Yes, Standard

Track & trace Yes

Is Collect+ offered No

Detailed Retailer ReviewsDebenhams

Fulfilment Proposition / 107 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

13

Is Paypal offered No

Can you checkout without registering at all?

No

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter No

Post to Google Plus No

Email to a friend No

Facebook likes (000s) 322.2

Youtube subscribers 3,344

Youtube videos 196

Views on most popular Youtube video (000s)

723.5

Twitter followers (000s) 111.0

Twitter tweets 46,900

Pinterest followers 9,930

Pins 5,513

Responsive site No

Number of apps 2

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings n/a

Average iOS rating n/a

Is there an Android app Yes

Nr of Android ratings 4

Average Android rating 3.3

No of images 4

Video No

Image tools No

Models faces shown Yes

Images of clothing detail Yes

Images in colour variations Yes

Reviews provider Yes

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent High

Returns policy prominent Medium

Stock availability per size No

Contact us via email, phone, post

Email Yes

Telephone & hours 8am - 11pm Monday to Friday, 8am - 8pm Saturday & Sunday

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

3 / 10

/ 10

4

6

5

Score : / 10051 Rank :34 Site speed : 53Mobile speed : 64

Page 83: Transform Fashion Retail Report 2015

Page 83

Claimed number of countries supported

64

Country specific sites enforced No

Fulfilment proposition specific to each country

Yes

Delivery charge to EU £7.00

Nr of days to deliver 5-6 days

Delivery charge to US £10.00

Nr of days to deliver 5-10 days

Delivery charge to AU £14.00

Nr of days to deliver 8-10 days

Ships to China No

Ships to Russia No

Ships to Turkey No

Ships to Brazil Yes

Search

Search History Yes

Auto-suggest No

Results per page 60

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Single

Search by Colour Yes

Search by Brand Yes

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 6

Search by colour swatch No

Pictures in Auto-Suggest n/a

/ 105 International / 105

Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered No

Returns / 108

Page 84: Transform Fashion Retail Report 2015

Page 84

Click & collect offered Yes

When ready for collection 3-7 days

How long do you have to collect n/a

Cost for standard delivery £3.95

Standard is free if spend is… £50.00

Standard delivery promise 4 days

Cost of next day £5.95

Cut-off time for next day 2pm

Is Weekend delivery an option Yes

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery optionsclick and collect, standard over 50

Track & trace No

Is Collect+ offered Yes

Detailed Retailer ReviewsDorothy Perkins

Fulfilment Proposition / 106 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

6

Is Paypal offered Yes

Can you checkout without registering at all?

No

Guest checkout No

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 1,254.3

Youtube subscribers 557

Youtube videos 92

Views on most popular Youtube video (000s)

83.7

Twitter followers (000s) 83.2

Twitter tweets 15,200

Pinterest followers 13,860

Pins 4,207

Responsive site Yes

Number of apps 1

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings 170

Average iOS rating 3.3

Is there an Android app Yes

Nr of Android ratings 681

Average Android rating 3.0

No of images 5

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail No

Images in colour variations No

Reviews provider Yes

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent Medium

Returns policy prominent Medium

Stock availability per size No

Contact us via email, phone

Email Yes

Telephone & hours

9am - 11pm Monday to Friday, 9am - 6pm Saturday & Sunday, 9am - 5:30pm UK Bank Holidays

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

4 / 10

/ 10

7

5

6

Score : / 10057 Rank :14 Site speed : 58Mobile speed : 59

Page 85: Transform Fashion Retail Report 2015

Page 85

Claimed number of countries supported

100

Country specific sites enforced No

Fulfilment proposition specific to each country

Yes

Delivery charge to EU €6.00

Nr of days to deliver 5 days

Delivery charge to US $10.00

Nr of days to deliver 11 days

Delivery charge to AU £10.50

Nr of days to deliver 9 days

Ships to China Yes

Ships to Russia No

Ships to Turkey Yes

Ships to Brazil Yes

Search

Search History Yes

Auto-suggest No

Results per page 20

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand Yes

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 8

Search by colour swatch No

Pictures in Auto-Suggest n/a

/ 106 International / 105

Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered Yes

Returns / 1010

Page 86: Transform Fashion Retail Report 2015

Page 86

Click & collect offered Yes

When ready for collection 3-5 days

How long do you have to collect 14 days

Cost for standard delivery £3.50

Standard is free if spend is… n/a

Standard delivery promise 2-5 days

Cost of next day £6.50

Cut-off time for next day 6pm

Is Weekend delivery an option Yes

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery options click and collect

Track & trace No

Is Collect+ offered Yes

Detailed Retailer ReviewsDune

Fulfilment Proposition / 105 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

5

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 123.6

Youtube subscribers 75

Youtube videos 51

Views on most popular Youtube video (000s)

10.6

Twitter followers (000s) 18.7

Twitter tweets 4,539

Pinterest followers 2,760

Pins 4,134

Responsive site Yes

Number of apps 0

Is there a store finder on the app n/a

Is it geo aware n/a

Nr of iOS ratings No

Average iOS rating n/a

Is there an Android app No

Nr of Android ratings No

Average Android rating n/a

No of images 7

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail n/a

Images in colour variations Yes

Reviews provider Yes

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent Medium

Returns policy prominent Medium

Stock availability per size Yes

Contact us via email, phone, post

Email Yes

Telephone & hours9am - 6pm Monday - Friday, 9am - 1pm Saturday

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

8 / 10

/ 10

1

7

4

Score : / 10053 Rank : 26 Site speed : 45Mobile speed : 26

Page 87: Transform Fashion Retail Report 2015

Page 87

Claimed number of countries supported

26

Country specific sites enforced No

Fulfilment proposition specific to each country

No

Delivery charge to EU £3.50-£15

Nr of days to deliver 5 days

Delivery charge to US £3.50

Nr of days to deliver 5 days

Delivery charge to AU £20.00

Nr of days to deliver 5 days

Ships to China No

Ships to Russia No

Ships to Turkey No

Ships to Brazil No

Search

Search History Yes

Auto-suggest Yes

Results per page all

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand Yes

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 5

Search by colour swatch No

Pictures in Auto-Suggest Yes

/ 107 International / 105

Returns policy prominent Yes

Are returns free Yes

Can it be returned to store No

Is Collect+ offered Yes

Returns / 108

Page 88: Transform Fashion Retail Report 2015

Page 88

Click & collect offered Yes

When ready for collection 3-7 days

How long do you have to collect 10 days

Cost for standard delivery £3.95

Standard is free if spend is… £40.00

Standard delivery promise 3-7 days

Cost of next day £5.95

Cut-off time for next day 2pm

Is Weekend delivery an option No

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery optionsstandard over 40 or store collect

Track & trace Yes

Is Collect+ offered Yes

Detailed Retailer ReviewsEvans

Fulfilment Proposition / 105 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

5

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend No

Facebook likes (000s) 63.7

Youtube subscribers 886

Youtube videos 84

Views on most popular Youtube video (000s)

84.8

Twitter followers (000s) 15.8

Twitter tweets 8,684

Pinterest followers 2,180

Pins 2,048

Responsive site Yes

Number of apps 1

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings 162

Average iOS rating 3.3

Is there an Android app No

Nr of Android ratings n/a

Average Android rating n/a

No of images 4

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail No

Images in colour variations Yes

Reviews provider Yes

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent High

Returns policy prominent Medium

Stock availability per size No

Contact us via email, phone

Email Yes

Telephone & hours

9am - 11pm Monday to Friday, 9am - 6pm Saturday & Sunday, 9am - 5:30pm UK Bank Holidays

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

8 / 10

/ 10

5

6

4

Score : / 10059 Rank :12 Site speed : 43Mobile speed : 63

Page 89: Transform Fashion Retail Report 2015

Page 89

Claimed number of countries supported

100

Country specific sites enforced Yes

Fulfilment proposition specific to each country

Yes

Delivery charge to EU €6.00

Nr of days to deliver 5-7 days

Delivery charge to US Free

Nr of days to deliver 5-10 days

Delivery charge to AU £9.00

Nr of days to deliver 9 days

Ships to China Yes

Ships to Russia No

Ships to Turkey Yes

Ships to Brazil No

Search

Search History Yes

Auto-suggest No

Results per page 24

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand Yes

Search by Material Yes

Search By Size Yes

Search By Sub-category Yes

Number of Facets 8

Search by colour swatch No

Pictures in Auto-Suggest n/a

/ 106 International / 107Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered Yes

Returns / 1010

Page 90: Transform Fashion Retail Report 2015

Page 90

Click & collect offered Yes

When ready for collection 4-6 days

How long do you have to collect 14 days

Cost for standard delivery £2.95

Standard is free if spend is… £60.00

Standard delivery promise 3-5 days

Cost of next day £5.95

Cut-off time for next day 5pm

Is Weekend delivery an option No

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery optionsstore, standard over 60 and next day over 100

Track & trace Yes

Is Collect+ offered Yes

Detailed Retailer ReviewsFatface

Fulfilment Proposition / 106 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

4

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus No

Email to a friend No

Facebook likes (000s) 137.0

Youtube subscribers 305

Youtube videos 130

Views on most popular Youtube video (000s)

19.5

Twitter followers (000s) 20.7

Twitter tweets 12,300

Pinterest followers 1,197

Pins 98

Responsive site Yes

Number of apps 3

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings n/a

Average iOS rating n/a

Is there an Android app No

Nr of Android ratings n/a

Average Android rating n/a

No of images 2

Video No

Image tools No

Models faces shown No

Images of clothing detail n/a

Images in colour variations No

Reviews provider Yes

Recommendations Yes

Cross-sells/upsells No

Size Guide Yes

Delivery options prominent Medium

Returns policy prominent Medium

Stock availability per size No

Contact us via email, phone

Email Yes

Telephone & hours8.30am - 6pm Monday to Friday

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

8 / 10

/ 10

2

4

3

Score : / 10053 Rank : 26 Site speed : 49Mobile speed : 68

Page 91: Transform Fashion Retail Report 2015

Page 91

Claimed number of countries supported

n/a

Country specific sites enforced No

Fulfilment proposition specific to each country

No

Delivery charge to EU £10.00

Nr of days to deliver 5-12 days

Delivery charge to US £10.00

Nr of days to deliver 5-12 days

Delivery charge to AU £10.00

Nr of days to deliver 5-12 days

Ships to China Yes

Ships to Russia Yes

Ships to Turkey Yes

Ships to Brazil Yes

Search

Search History Yes

Auto-suggest Yes

Results per page 36

Large visuals Yes

Can change sort order Yes

Can change display type Yes

Multi facet search Multiple

Search by Colour Yes

Search by Brand No

Search by Material No

Search By Size Yes

Search By Sub-category No

Number of Facets 4

Search by colour swatch Yes

Pictures in Auto-Suggest No

/ 106 International / 106Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered Yes

Returns / 1010

Page 92: Transform Fashion Retail Report 2015

Page 92

Click & collect offered Yes

When ready for collection 3-5 days

How long do you have to collect n/a

Cost for standard delivery £3.95

Standard is free if spend is… £50.00

Standard delivery promise 3-5 days

Cost of next day £7.00

Cut-off time for next day 2pm

Is Weekend delivery an option No

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery optionsclick and collect and standard over 50

Track & trace No

Is Collect+ offered No

Detailed Retailer ReviewsFrench Connection

Fulfilment Proposition / 103 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

5

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 709.9

Youtube subscribers 2,192

Youtube videos 52

Views on most popular Youtube video (000s)

125.9

Twitter followers (000s) 34.0

Twitter tweets 8,124

Pinterest followers 12,595

Pins 2,489

Responsive site Yes

Number of apps 1

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings n/a

Average iOS rating n/a

Is there an Android app No

Nr of Android ratings n/a

Average Android rating n/a

No of images 5

Video Yes

Image tools Yes

Models faces shown Yes

Images of clothing detail Yes

Images in colour variations Yes

Reviews provider No

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent High

Returns policy prominent High

Stock availability per size Yes

Contact us viaemail, phone, post, social media

Email Yes

Telephone & hours 9am - 8pm Monday - Friday

Dynamic FAQ's No

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

8 / 10

/ 10

4

9

6

Score : / 10055 Rank :23 Site speed : 40Mobile speed : 68

Page 93: Transform Fashion Retail Report 2015

Page 93

Claimed number of countries supported

230

Country specific sites enforced No

Fulfilment proposition specific to each country

No

Delivery charge to EU £10.00

Nr of days to deliver 1-5 days

Delivery charge to US £10.00

Nr of days to deliver 2-6 days

Delivery charge to AU £14.00

Nr of days to deliver 4-8 days

Ships to China Yes

Ships to Russia Yes

Ships to Turkey Yes

Ships to Brazil Yes

Search

Search History No

Auto-suggest Yes

Results per page all

Large visuals Yes

Can change sort order Yes

Can change display type Yes

Multi facet search Multiple

Search by Colour Yes

Search by Brand No

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 5

Search by colour swatch No

Pictures in Auto-Suggest Yes

/ 106 International / 106Returns policy prominent Yes

Are returns free No

Can it be returned to store Yes

Is Collect+ offered No

Returns / 105

Page 94: Transform Fashion Retail Report 2015

Page 94

Click & collect offered No

When ready for collection n/a

How long do you have to collect n/a

Cost for standard delivery £4.00

Standard is free if spend is… £50.00

Standard delivery promise 3-5 days

Cost of next day £6.00

Cut-off time for next day 2pm

Is Weekend delivery an option No

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery options standard over 50

Track & trace Yes

Is Collect+ offered Yes

Detailed Retailer ReviewsGap

Fulfilment Proposition / 103 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

6

Is Paypal offered No

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook No

Post to Pinterest No

Post to Twitter No

Post to Google Plus No

Email to a friend No

Facebook likes (000s) 6,804.0

Youtube subscribers 5,962

Youtube videos 184

Views on most popular Youtube video (000s)

5,337.4

Twitter followers (000s) 12.9

Twitter tweets 3,718

Pinterest followers 86,374

Pins 2,742

Responsive site Yes

Number of apps 1

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings n/a

Average iOS rating n/a

Is there an Android app Yes

Nr of Android ratings 137

Average Android rating 3.4

No of images 5

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail Yes

Images in colour variations Yes

Reviews provider No

Recommendations No

Cross-sells/upsells No

Size Guide Yes

Delivery options prominent High

Returns policy prominent High

Stock availability per size Yes

Contact us via email, phone, post, chat

Email Yes

Telephone & hours 24 hrs

Dynamic FAQ's No

Click to chat Yes

Click to call No

Customer Service / 108

/ 10

/ 10

6 / 10

/ 10

5

6

4

Score : / 10045 Rank : 45 Site speed : 53Mobile speed : 57

Page 95: Transform Fashion Retail Report 2015

Page 95

Claimed number of countries supported

n/a

Country specific sites enforced Yes

Fulfilment proposition specific to each country

Yes

Delivery charge to EU n/a

Nr of days to deliver n/a

Delivery charge to US n/a

Nr of days to deliver n/a

Delivery charge to AU n/a

Nr of days to deliver n/a

Ships to China n/a

Ships to Russia n/a

Ships to Turkey n/a

Ships to Brazil n/a

Search

Search History No

Auto-suggest No

Results per page 300

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour No

Search by Brand No

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 2

Search by colour swatch n/a

Pictures in Auto-Suggest n/a

/ 103 International / 10n/a

Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered Yes

Returns / 1010

Page 96: Transform Fashion Retail Report 2015

Page 96

Click & collect offered No

When ready for collection n/a

How long do you have to collect n/a

Cost for standard delivery £3.90

Standard is free if spend is… n/a

Standard delivery promise 4-6 days

Cost of next day n/a

Cut-off time for next day n/a

Is Weekend delivery an option No

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery options No

Track & trace Yes

Is Collect+ offered No

Detailed Retailer ReviewsH&M

Fulfilment Proposition / 103 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

5

Is Paypal offered No

Can you checkout without registering at all?

No

Guest checkout No

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend No

Facebook likes (000s) 22,237.4

Youtube subscribers 90,886

Youtube videos 725

Views on most popular Youtube video (000s)

11,013.4

Twitter followers (000s) 167.0

Twitter tweets 8,926

Pinterest followers 108,325

Pins 3,112

Responsive site Yes

Number of apps 2

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings 247

Average iOS rating 3.1

Is there an Android app Yes

Nr of Android ratings 77,031

Average Android rating 4.1

No of images 4

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail Yes

Images in colour variations Yes

Reviews provider No

Recommendations Yes

Cross-sells/upsells Yes

Size Guide No

Delivery options prominent High

Returns policy prominent Medium

Stock availability per size No

Contact us via email, phone

Email Yes

Telephone & hours 24 hrs

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

2 / 10

/ 10

6

6

8

Score : / 10041 Rank :52 Site speed : 65Mobile speed : 85

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Claimed number of countries supported

59

Country specific sites enforced Yes

Fulfilment proposition specific to each country

Yes

Delivery charge to EU n/a

Nr of days to deliver n/a

Delivery charge to US n/a

Nr of days to deliver n/a

Delivery charge to AU n/a

Nr of days to deliver n/a

Ships to China Yes

Ships to Russia Yes

Ships to Turkey Yes

Ships to Brazil No

International / 10n/aReturns policy prominent No

Are returns free Yes

Can it be returned to store No

Is Collect+ offered No

Returns / 103Search

Search History No

Auto-suggest Yes

Results per page 90

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand No

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 3

Search by colour swatch Yes

Pictures in Auto-Suggest No

/ 105

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Page 98

Click & collect offered Yes

When ready for collection 2-5 days

How long do you have to collect n/a

Cost for standard delivery £6.00

Standard is free if spend is… n/a

Standard delivery promise 2-5 days

Cost of next day £10.00

Cut-off time for next day 12pm

Is Weekend delivery an option No

Timed delivery options No

Evening options No

Evening delivery cost No

Free delivery options Yes, click and collect

Track & trace Yes

Is Collect+ offered No

Detailed Retailer ReviewsHarvey Nichols

Fulfilment Proposition / 104 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

9

Is Paypal offered No

Can you checkout without registering at all?

No

Guest checkout No

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 152.6

Youtube subscribers 1,429

Youtube videos 110

Views on most popular Youtube video (000s)

1,064.3

Twitter followers (000s) 229.0

Twitter tweets 12,500

Pinterest followers 11,340

Pins 2,989

Responsive site Yes

Number of apps 0

Is there a store finder on the app n/a

Is it geo aware n/a

Nr of iOS ratings n/a

Average iOS rating n/a

Is there an Android app No

Nr of Android ratings n/a

Average Android rating n/a

No of images 5

Video No

Image tools No

Models faces shown No

Images of clothing detail No

Images in colour variations No

Reviews provider Yes

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent High

Returns policy prominent High

Stock availability per size Yes

Contact us via email, phone, post

Email Yes

Telephone & hours9am - 8pm Monday to Saturday, 11am - 6pm Sunday

Dynamic FAQ's No

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

0 / 10

/ 10

1

6

7

Score : / 10037 Rank :55 Site speed : 55Mobile speed : 51

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Page 99

Search

Search History No

Auto-suggest Yes

Results per page 60

Large visuals Yes

Can change sort order Yes

Can change display type Yes

Multi facet search Single

Search by Colour No

Search by Brand No

Search by Material No

Search By Size No

Search By Sub-category No

Number of Facets 0

Search by colour swatch n/a

Pictures in Auto-Suggest No

/ 103

Claimed number of countries supported

None

Country specific sites enforced n/a

Fulfilment proposition specific to each country

n/a

Delivery charge to EU n/a

Nr of days to deliver n/a

Delivery charge to US n/a

Nr of days to deliver n/a

Delivery charge to AU n/a

Nr of days to deliver n/a

Ships to China n/a

Ships to Russia n/a

Ships to Turkey n/a

Ships to Brazil n/a

International / 100

Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered No

Returns / 108

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Page 100

Click & collect offered Yes

When ready for collection 3-5 days

How long do you have to collect n/a

Cost for standard delivery £3.95

Standard is free if spend is… n/a

Standard delivery promise 3-5 days

Cost of next day £6.00

Cut-off time for next day 4pm

Is Weekend delivery an option Yes

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery options

Track & trace Yes

Is Collect+ offered No

Detailed Retailer ReviewsHobbs

Fulfilment Proposition / 105 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

5

Is Paypal offered Yes

Can you checkout without registering at all?

No

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus No

Email to a friend No

Facebook likes (000s) 152.0

Youtube subscribers 39

Youtube videos 10

Views on most popular Youtube video (000s)

3.2

Twitter followers (000s) 12.3

Twitter tweets 4,568

Pinterest followers 2,982

Pins 2,049

Responsive site

Number of apps

Is there a store finder on the app

Is it geo aware

Nr of iOS ratings

Average iOS rating

Is there an Android app

Nr of Android ratings

Average Android rating

No of images 4

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail No

Images in colour variations Yes

Reviews provider Yes

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent Medium

Returns policy prominent High

Stock availability per size Yes

Contact us via email, phone

Email Yes

Telephone & hours 9am - 5pm Monday to Friday

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

7 / 10

/ 10

4

8

2

Score : / 10055 Rank :23 Site speed : 56Mobile speed : 69

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Page 101

Search

Search History Yes

Auto-suggest No

Results per page 60

Large visuals Yes

Can change sort order Yes

Can change display type Yes

Multi facet search Multiple

Search by Colour Yes

Search by Brand n/a

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 5

Search by colour swatch n/a

Pictures in Auto-Suggest n/a

/ 106

Claimed number of countries supported

50

Country specific sites enforced Yes

Fulfilment proposition specific to each country

No

Delivery charge to EU £12-£16

Nr of days to deliver 10 days

Delivery charge to US $5.00

Nr of days to deliver 8 days

Delivery charge to AU $7.50

Nr of days to deliver 8 days

Ships to China Yes

Ships to Russia Yes

Ships to Turkey Yes

Ships to Brazil No

International / 105

Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered Yes

Returns / 1010

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Page 102

Click & collect offered No

When ready for collection n/a

How long do you have to collect n/a

Cost for standard delivery £10.00

Standard is free if spend is… £75.00

Standard delivery promise 3-5 days

Cost of next day £20.00

Cut-off time for next day n/a

Is Weekend delivery an option No

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery options standard over 75

Track & trace Yes

Is Collect+ offered No

Detailed Retailer ReviewsHollister

Fulfilment Proposition / 100 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

6

Is Paypal offered Yes

Can you checkout without registering at all?

No

Guest checkout No

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend No

Facebook likes (000s) 12,712.0

Youtube subscribers 12,558

Youtube videos 128

Views on most popular Youtube video (000s)

782.0

Twitter followers (000s) 835.0

Twitter tweets 7,045

Pinterest followers 36,122

Pins 1,034

Responsive site No

Number of apps 2

Is there a store finder on the app No

Is it geo aware No

Nr of iOS ratings 1,444

Average iOS rating 2.9

Is there an Android app Yes

Nr of Android ratings 10,101

Average Android rating 4.2

No of images 4

Video Yes

Image tools Yes

Models faces shown Yes

Images of clothing detail No

Images in colour variations No

Reviews provider No

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent Medium

Returns policy prominent No

Stock availability per size No

Contact us via email

Email Yes

Telephone & hours None

Dynamic FAQ's No

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

4 / 10

/ 10

4

4

7

Score : / 10031 Rank : 58 Site speed : 53Mobile speed : 73

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Page 103

Search

Search History Yes

Auto-suggest No

Results per page 16

Large visuals No

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand No

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 3

Search by colour swatch Yes

Pictures in Auto-Suggest No

/ 104Claimed number of

countries supportedn/a

Country specific sites enforced n/a

Fulfilment proposition specific to each country

Yes

Delivery charge to EU £10-£25

Nr of days to deliver 5-7 days

Delivery charge to US n/a

Nr of days to deliver n/a

Delivery charge to AU n/a

Nr of days to deliver n/a

Ships to China n/a

Ships to Russia n/a

Ships to Turkey n/a

Ships to Brazil n/a

International / 10n/aReturns policy prominent No

Are returns free No

Can it be returned to store No

Is Collect+ offered No

Returns / 100

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Page 104

Click & collect offered Yes

When ready for collection next day at Noon

How long do you have to collect 7 days

Cost for standard delivery £3.00

Standard is free if spend is… £50.00

Standard delivery promise 3-5 days

Cost of next day £6.00

Cut-off time for next day 7pm

Is Weekend delivery an option Yes

Timed delivery options Yes

Evening options Yes

Evening delivery cost £8.00

Free delivery options over GBP 50, collect at store

Track & trace Yes

Is Collect+ offered Yes

Detailed Retailer ReviewsHouse of Fraser

Fulfilment Proposition / 107 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

6

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 349.2

Youtube subscribers n/a

Youtube videos 178

Views on most popular Youtube video (000s)

471.8

Twitter followers (000s) 210.0

Twitter tweets 46,500

Pinterest followers 10,173

Pins 7,093

Responsive site Yes

Number of apps 1

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings 214

Average iOS rating 3.4

Is there an Android app Yes

Nr of Android ratings 158

Average Android rating 4.1

No of images 4

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail No

Images in colour variations Yes

Reviews provider No

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent Medium

Returns policy prominent Medium

Stock availability per size Yes

Contact us viaemail, phone, post, chat, social media

Email Yes

Telephone & hours7am - 10pm Monday to Friday, Saturday & Sunday 9am - 10pm

Dynamic FAQ's Yes

Click to chat Yes

Click to call Yes

Customer Service / 108

/ 10

/ 10

8 / 10

/ 10

7

6

7

Score : / 10065 Rank :3 Site speed : 57Mobile speed : 73

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Page 105

Claimed number of countries supported

130

Country specific sites enforced No

Fulfilment proposition specific to each country

Yes

Delivery charge to EU £6.00

Nr of days to deliver 8 days

Delivery charge to US £6.00

Nr of days to deliver 10 days

Delivery charge to AU £9.00

Nr of days to deliver 6 days

Ships to China Yes

Ships to Russia Yes

Ships to Turkey Yes

Ships to Brazil Yes

International / 105

Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered Yes

Returns / 1010Search

Search History Yes

Auto-suggest Yes

Results per page 30

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand Yes

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 10

Search by colour swatch No

Pictures in Auto-Suggest No

/ 107

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Page 106

Click & collect offered No

When ready for collection n/a

How long do you have to collect n/a

Cost for standard delivery £4.00

Standard is free if spend is… £75.00

Standard delivery promise 4-8 days

Cost of next day n/a

Cut-off time for next day n/a

Is Weekend delivery an option No

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery options standard over 75

Track & trace Yes

Is Collect+ offered No

Detailed Retailer ReviewsJack Wills

Fulfilment Proposition / 102 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

3

Is Paypal offered No

Can you checkout without registering at all?

No

Guest checkout No

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 792.5

Youtube subscribers 2,567

Youtube videos 186

Views on most popular Youtube video (000s)

137.0

Twitter followers (000s) 153.0

Twitter tweets 27,000

Pinterest followers 17,274

Pins 1,199

Responsive site Yes

Number of apps 1

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings 68

Average iOS rating 4.4

Is there an Android app No

Nr of Android ratings n/a

Average Android rating n/a

No of images 4

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail Yes

Images in colour variations Yes

Reviews provider No

Recommendations No

Cross-sells/upsells No

Size Guide Yes

Delivery options prominent Medium

Returns policy prominent Medium

Stock availability per size Yes

Contact us via email, phone, post

Email Yes

Telephone & hours8am - 10pm Monday to Friday, 9am - 10pm Saturday and Sunday

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

3 / 10

/ 10

6

5

7

Score : / 10039 Rank :54 Site speed : 58Mobile speed : 75

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Page 107

Claimed number of countries supported

30

Country specific sites enforced No

Fulfilment proposition specific to each country

No

Delivery charge to EU £12.00

Nr of days to deliver 10-14 days

Delivery charge to US £12.00

Nr of days to deliver 10-14 days

Delivery charge to AU £12.00

Nr of days to deliver 10-14 days

Ships to China Yes

Ships to Russia No

Ships to Turkey No

Ships to Brazil No

International / 101

Returns policy prominent Yes

Are returns free No

Can it be returned to store Yes

Is Collect+ offered No

Returns / 105Search

Search History Yes

Auto-suggest Yes

Results per page 58

Large visuals Yes

Can change sort order No

Can change display type No

Multi facet search Single

Search by Colour No

Search by Brand No

Search by Material No

Search By Size No

Search By Sub-category No

Number of Facets 0

Search by colour swatch n/a

Pictures in Auto-Suggest No

/ 102

Page 108: Transform Fashion Retail Report 2015

Page 108

Click & collect offered Yes

When ready for collection 3-5 days

How long do you have to collect n/a

Cost for standard delivery £3.99

Standard is free if spend is… 60

Standard delivery promise 3-5 days

Cost of next day 5.99

Cut-off time for next day8pm Monday to Saturday or by 3pm Sunday

Is Weekend delivery an option Yes

Timed delivery options No

Evening options Yes

Evening delivery cost 7.99

Free delivery optionsOrder above 60 standard delivery and click & collect

Track & trace No

Is Collect+ offered No

Detailed Retailer ReviewsJD Sports

Fulfilment Proposition / 106 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

6

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook No

Post to Pinterest No

Post to Twitter No

Post to Google Plus No

Email to a friend No

Facebook likes (000s) 997.352

Youtube subscribers 2,819

Youtube videos 330

Views on most popular Youtube video (000s)

187.773

Twitter followers (000s) 65.7

Twitter tweets 12100

Pinterest followers n/a

Pins n/a

Responsive site Yes

Number of apps 1

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings 811

Average iOS rating 4.5

Is there an Android app Yes

Nr of Android ratings 6,561

Average Android rating 4.1

No of images 5

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail Yes

Images in colour variations Yes

Reviews provider Yes

Recommendations No

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent Medium

Returns policy prominent Medium

Stock availability per size No

Contact us via online form, by phone, twitter

Email No

Telephone & hours8am - 8pm Monday to Friday, 9am - 5pm Saturday, 10am - 6pm Sunday

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

8 / 10

/ 10

9

6

5

Score : / 10062 Rank :8 Site speed : 43Mobile speed : 57

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Page 109

Claimed number of countries supported

200

Country specific sites enforced Yes

Fulfilment proposition specific to each country

No

Delivery charge to EU £6.99

Nr of days to deliver 3-10 days

Delivery charge to US £9.99

Nr of days to deliver 3-10 days

Delivery charge to AU £9.99

Nr of days to deliver 3-10 days

Ships to China Yes

Ships to Russia Yes

Ships to Turkey Yes

Ships to Brazil Yes

International / 107Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered No

Returns / 108Search

Search History Yes

Auto-suggest No

Results per page 20

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour No

Search by Brand Yes

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 5

Search by colour swatch n/a

Pictures in Auto-Suggest n/a

/ 105

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Page 110

Click & collect offered Yes

When ready for collection 2-4 days

How long do you have to collect 28 days

Cost for standard delivery £4.95

Standard is free if spend is… £100.00

Standard delivery promise 2-4 days

Cost of next day £8.00

Cut-off time for next day 4pm

Is Weekend delivery an option Yes

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery optionsclick and collect and standard over 100

Track & trace No

Is Collect+ offered No

Detailed Retailer ReviewsJigsaw

Fulfilment Proposition / 103 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

6

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 65.9

Youtube subscribers 69

Youtube videos 15

Views on most popular Youtube video (000s)

11.4

Twitter followers (000s) 8.6

Twitter tweets 4,667

Pinterest followers 2,419

Pins 3,146

Responsive site Yes

Number of apps 0

Is there a store finder on the app n/a

Is it geo aware n/a

Nr of iOS ratings No

Average iOS rating n/a

Is there an Android app No

Nr of Android ratings No

Average Android rating n/a

No of images 3

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail Yes

Images in colour variations Yes

Reviews provider Yes

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent Medium

Returns policy prominent Medium

Stock availability per size Yes

Contact us via email, phone

Email Yes

Telephone & hours 8am - 6pm Monday to Friday

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

8 / 10

/ 10

1

7

3

Score : / 10051 Rank :34 Site speed : 36Mobile speed : 79

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Page 111

Claimed number of countries supported

20

Country specific sites enforced Yes

Fulfilment proposition specific to each country

No

Delivery charge to EU £10.95

Nr of days to deliver 5-10 days

Delivery charge to US $13.00

Nr of days to deliver 2-7 days

Delivery charge to AU Free

Nr of days to deliver 1-5 days

Ships to China No

Ships to Russia No

Ships to Turkey No

Ships to Brazil No

International / 106Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered No

Returns / 108Search

Search History Yes

Auto-suggest Yes

Results per page all

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand No

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 5

Search by colour swatch Yes

Pictures in Auto-Suggest Yes

/ 107

Page 112: Transform Fashion Retail Report 2015

Page 112

Click & collect offered Yes

When ready for collection 1 day

How long do you have to collect 7 days

Cost for standard delivery £3.00

Standard is free if spend is… £50.00

Standard delivery promise 5 days

Cost of next day £6.95

Cut-off time for next day 8pm

Is Weekend delivery an option Yes

Timed delivery options No

Evening options Yes

Evening delivery cost £19.00

Free delivery optionsYes, click and collect and above 50 standard

Track & trace Yes

Is Collect+ offered Yes

Detailed Retailer ReviewsJohn Lewis

Fulfilment Proposition / 107 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

6

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 846.1

Youtube subscribers 58,138

Youtube videos 143

Views on most popular Youtube video (000s)

22,399.8

Twitter followers (000s) 198.0

Twitter tweets 18,800

Pinterest followers 9,629

Pins 2,803

Responsive site Yes

Number of apps 1

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings 272

Average iOS rating 2.9

Is there an Android app Yes

Nr of Android ratings 1,004

Average Android rating 3.9

No of images 5

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail No

Images in colour variations Yes

Reviews provider Yes

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent High

Returns policy prominent High

Stock availability per size Yes

Contact us via email, phone, post

Email Yes

Telephone & hours 7am- midnight, 7 days a week

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

8 / 10

/ 10

8

8

7

Score : / 10068 Rank :1 Site speed : 39Mobile speed : 57

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Page 113

Claimed number of countries supported

30

Country specific sites enforced No

Fulfilment proposition specific to each country

No

Delivery charge to EU £7.50

Nr of days to deliver 2-7 days

Delivery charge to US £25.00

Nr of days to deliver 4-11 days

Delivery charge to AU £25.00

Nr of days to deliver 5-11 days

Ships to China No

Ships to Russia No

Ships to Turkey No

Ships to Brazil No

International / 104

Search

Search History Yes

Auto-suggest Yes

Results per page 90

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand Yes

Search by Material Yes

Search By Size Yes

Search By Sub-category Yes

Number of Facets 12

Search by colour swatch Yes

Pictures in Auto-Suggest No

/ 108Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered Yes

Returns / 1010

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Page 114

Click & collect offered Yes

When ready for collection 5 days

How long do you have to collect 10 days

Cost for standard delivery £3.95

Standard is free if spend is… n/a

Standard delivery promise 4 days

Cost of next day £4.99

Cut-off time for next day 3pm

Is Weekend delivery an option Yes

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery options click and collect

Track & trace Yes

Is Collect+ offered Yes

Detailed Retailer ReviewsJones Bootmaker

Fulfilment Proposition / 107 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

7

Is Paypal offered No

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook No

Post to Pinterest No

Post to Twitter No

Post to Google Plus No

Email to a friend No

Facebook likes (000s) 2.8

Youtube subscribers 2

Youtube videos 6

Views on most popular Youtube video (000s)

0.2

Twitter followers (000s) 2.0

Twitter tweets 1,429

Pinterest followers 345

Pins 40

Responsive site Yes

Number of apps 1

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings No

Average iOS rating n/a

Is there an Android app No

Nr of Android ratings No

Average Android rating n/a

No of images 5

Video No

Image tools Yes

Models faces shown n/a

Images of clothing detail n/a

Images in colour variations No

Reviews provider Yes

Recommendations Yes

Cross-sells/upsells No

Size Guide No

Delivery options prominent Medium

Returns policy prominent Medium

Stock availability per size Yes

Contact us via email, phone, post

Email Yes

Telephone & hours 9am-5pm Monday to Friday.

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

6 / 10

/ 10

4

5

0

Score : / 10043 Rank :48 Site speed : 54Mobile speed : 62

Page 115: Transform Fashion Retail Report 2015

Page 115

Claimed number of countries supported

None

Country specific sites enforced n/a

Fulfilment proposition specific to each country

n/a

Delivery charge to EU n/a

Nr of days to deliver n/a

Delivery charge to US n/a

Nr of days to deliver n/a

Delivery charge to AU n/a

Nr of days to deliver n/a

Ships to China n/a

Ships to Russia n/a

Ships to Turkey n/a

Ships to Brazil n/a

International / 100

Returns policy prominent No

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered Yes

Returns / 107Search

Search History Yes

Auto-suggest No

Results per page 20

Large visuals Yes

Can change sort order Yes

Can change display type Yes

Multi facet search Multiple

Search by Colour Yes

Search by Brand Yes

Search by Material No

Search By Size Yes

Search By Sub-category No

Number of Facets 5

Search by colour swatch No

Pictures in Auto-Suggest No

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Page 116

Click & collect offered Yes

When ready for collection 1 day

How long do you have to collect n/a

Cost for standard delivery Free

Standard is free if spend is… Free

Standard delivery promise 2-3 days

Cost of next day £5.95

Cut-off time for next day 8pm

Is Weekend delivery an option Yes

Timed delivery options No

Evening options No

Evening delivery cost No

Free delivery optionsFree standard delivery and click and collect

Track & trace No

Is Collect+ offered No

Detailed Retailer ReviewsJoules

Fulfilment Proposition / 107 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

3

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend No

Facebook likes (000s) 277.4

Youtube subscribers 200

Youtube videos 18

Views on most popular Youtube video (000s)

3.6

Twitter followers (000s) 40.5

Twitter tweets 4,961

Pinterest followers 10,958

Pins 2,194

Responsive site Yes

Number of apps 0

Is there a store finder on the app n/a

Is it geo aware n/a

Nr of iOS ratings No

Average iOS rating n/a

Is there an Android app No

Nr of Android ratings No

Average Android rating n/a

No of images 2

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail Yes

Images in colour variations No

Reviews provider Yes

Recommendations Yes

Cross-sells/upsells No

Size Guide Yes

Delivery options prominent High

Returns policy prominent High

Stock availability per size Yes

Contact us via email, phone

Email Yes

Telephone & hours8am – 8pm Monday to Friday, 9am - 5pm Saturday and Sunday

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

9 / 10

/ 10

1

6

4

Score : / 10053 Rank : 26 Site speed : 41Mobile speed : 55

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Page 117

Claimed number of countries supported

43

Country specific sites enforced Yes

Fulfilment proposition specific to each country

No

Delivery charge to EU £9.00

Nr of days to deliver 5-7 days

Delivery charge to US $9.95

Nr of days to deliver 4-7 days

Delivery charge to AU £16.00

Nr of days to deliver 7-10 days

Ships to China No

Ships to Russia Yes

Ships to Turkey No

Ships to Brazil Yes

International / 105

Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered No

Returns / 108Search

Search History No

Auto-suggest No

Results per page all

Large visuals Yes

Can change sort order Yes

Can change display type Yes

Multi facet search Multiple

Search by Colour Yes

Search by Brand No

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 6

Search by colour swatch No

Pictures in Auto-Suggest No

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Page 118

Click & collect offered No

When ready for collection n/a

How long do you have to collect n/a

Cost for standard delivery £3.99

Standard is free if spend is… £150.00

Standard delivery promise 5 days

Cost of next day £5.99

Cut-off time for next day 2pm

Is Weekend delivery an option No

Timed delivery options Yes

Evening options Yes

Evening delivery cost £7.99

Free delivery options standard over 150

Track & trace No

Is Collect+ offered Yes

Detailed Retailer ReviewsKaren Millen

Fulfilment Proposition / 105 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

4

Is Paypal offered Yes

Can you checkout without registering at all?

No

Guest checkout No

Post to Facebook No

Post to Pinterest No

Post to Twitter No

Post to Google Plus No

Email to a friend No

Facebook likes (000s) 184.9

Youtube subscribers 380

Youtube videos 58

Views on most popular Youtube video (000s)

17.1

Twitter followers (000s) 28.1

Twitter tweets 7,322

Pinterest followers 3,888

Pins 1,100

Responsive site Yes

Number of apps 1

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings 901

Average iOS rating 3.0

Is there an Android app Yes

Nr of Android ratings 4

Average Android rating 4.8

No of images 5

Video Yes

Image tools No

Models faces shown No

Images of clothing detail Yes

Images in colour variations Yes

Reviews provider No

Recommendations No

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent Medium

Returns policy prominent Medium

Stock availability per size Yes

Contact us via email

Email Yes

Telephone & hours None

Dynamic FAQ's Yes

Click to chat Yes

Click to call No

Customer Service / 108

/ 10

/ 10

4 / 10

/ 10

6

6

2

Score : / 10053 Rank : 26 Site speed : 50Mobile speed : 53

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Page 119

Claimed number of countries supported

26

Country specific sites enforced Yes

Fulfilment proposition specific to each country

Yes

Delivery charge to EU €4.95

Nr of days to deliver 7 days

Delivery charge to US Free

Nr of days to deliver n/a

Delivery charge to AU Free

Nr of days to deliver 5 days

Ships to China Yes

Ships to Russia Yes

Ships to Turkey No

Ships to Brazil No

International / 106

Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered Yes

Returns / 1010Search

Search History No

Auto-suggest Yes

Results per page all

Large visuals Yes

Can change sort order Yes

Can change display type Yes

Multi facet search Multiple

Search by Colour Yes

Search by Brand No

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 4

Search by colour swatch No

Pictures in Auto-Suggest Yes

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Page 120

Click & collect offered n/a

When ready for collection n/a

How long do you have to collect n/a

Cost for standard delivery Free

Standard is free if spend is… Free

Standard delivery promise 2 days

Cost of next day £4.95

Cut-off time for next day 9pm

Is Weekend delivery an option Yes

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery optionsclick and collect and standard over 50

Track & trace No

Is Collect+ offered Yes

Detailed Retailer ReviewsLittlewoods

Fulfilment Proposition / 109 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

6

Is Paypal offered No

Can you checkout without registering at all?

No

Guest checkout No

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 192.4

Youtube subscribers 2,286

Youtube videos 321

Views on most popular Youtube video (000s)

1,292.4

Twitter followers (000s) 35.9

Twitter tweets 11,000

Pinterest followers 595

Pins 365

Responsive site Yes

Number of apps 1

Is there a store finder on the app No

Is it geo aware No

Nr of iOS ratings 93

Average iOS rating 2.7

Is there an Android app No

Nr of Android ratings No

Average Android rating n/a

No of images 3

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail Yes

Images in colour variations Yes

Reviews provider Yes

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent High

Returns policy prominent High

Stock availability per size No

Contact us viaemail, phone, post, social media

Email Yes

Telephone & hours 24 hrs

Dynamic FAQ's Yes

Click to chat Yes

Click to call No

Customer Service / 108

/ 10

/ 10

2 / 10

/ 10

4

8

6

Score : / 10050 Rank : 37 Site speed : 45Mobile speed : 69

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Page 121

Claimed number of countries supported

1

Country specific sites enforced Yes

Fulfilment proposition specific to each country

Yes

Delivery charge to EU n/a

Nr of days to deliver n/a

Delivery charge to US n/a

Nr of days to deliver n/a

Delivery charge to AU n/a

Nr of days to deliver n/a

Ships to China n/a

Ships to Russia n/a

Ships to Turkey n/a

Ships to Brazil n/a

International / 100

Returns policy prominent No

Are returns free Yes

Can it be returned to store No

Is Collect+ offered Yes

Returns / 105Search

Search History No

Auto-suggest Yes

Results per page 12

Large visuals Yes

Can change sort order Yes

Can change display type Yes

Multi facet search Multiple

Search by Colour Yes

Search by Brand Yes

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 8

Search by colour swatch Yes

Pictures in Auto-Suggest No

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Page 122: Transform Fashion Retail Report 2015

Page 122

Click & collect offered Yes

When ready for collection 2 days

How long do you have to collect 14 days

Cost for standard delivery £5.00

Standard is free if spend is… £4.95

Standard delivery promise 1 day

Cost of next day £4.95

Cut-off time for next day 2pm

Is Weekend delivery an option No

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery options Over GBP 250

Track & trace Yes

Is Collect+ offered No

Detailed Retailer ReviewsLK Bennett

Fulfilment Proposition / 105 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

9

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest No

Post to Twitter Yes

Post to Google Plus No

Email to a friend Yes

Facebook likes (000s) 157.6

Youtube subscribers 79

Youtube videos 18

Views on most popular Youtube video (000s)

18.4

Twitter followers (000s) 9.7

Twitter tweets 2,302

Pinterest followers 1,390

Pins 460

Responsive site No

Number of apps 1

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings n/a

Average iOS rating n/a

Is there an Android app No

Nr of Android ratings No

Average Android rating n/a

No of images 6

Video Yes

Image tools Yes

Models faces shown n/a

Images of clothing detail n/a

Images in colour variations Yes

Reviews provider No

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent Medium

Returns policy prominent Medium

Stock availability per size Yes

Contact us via email, phone

Email Yes

Telephone & hours9am - 5.30pm Monday to Friday

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

6 / 10

/ 10

3

7

2

Score : / 10048 Rank : 43 Site speed : 45Mobile speed : 57

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Page 123

Claimed number of countries supported

53

Country specific sites enforced No

Fulfilment proposition specific to each country

No

Delivery charge to EU £20.00

Nr of days to deliver 2-8 days

Delivery charge to US $10.00

Nr of days to deliver 1-7 days

Delivery charge to AU £20.00

Nr of days to deliver 5-7 days

Ships to China Yes

Ships to Russia No

Ships to Turkey Yes

Ships to Brazil Yes

International / 106Returns policy prominent No

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered No

Returns / 105Search

Search History Yes

Auto-suggest Yes

Results per page 15

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand No

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 4

Search by colour swatch No

Pictures in Auto-Suggest n/a

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Page 124: Transform Fashion Retail Report 2015

Page 124

Click & collect offered Yes

When ready for collection 1 day

How long do you have to collect 7 days

Cost for standard delivery £3.50

Standard is free if spend is… £50.00

Standard delivery promise 6 days

Cost of next day £3.99

Cut-off time for next day 10pm

Is Weekend delivery an option No

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery optionsclick and collect and standard over 50

Track & trace Yes

Is Collect+ offered No

Detailed Retailer ReviewsMarks & Spencer

Fulfilment Proposition / 108 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

5

Is Paypal offered No

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook No

Post to Pinterest No

Post to Twitter No

Post to Google Plus No

Email to a friend No

Facebook likes (000s) 2,075.5

Youtube subscribers 18,459

Youtube videos 501

Views on most popular Youtube video (000s)

2,234.9

Twitter followers (000s) 383.0

Twitter tweets 128,000

Pinterest followers 15,458

Pins 2,488

Responsive site Yes

Number of apps 3

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings 898

Average iOS rating 2.8

Is there an Android app Yes

Nr of Android ratings 587

Average Android rating 3.5

No of images 5

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail Yes

Images in colour variations No

Reviews provider Yes

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent Medium

Returns policy prominent Medium

Stock availability per size Yes

Contact us viaemail, phone, post, social media

Email Yes

Telephone & hours 8am - 11pm Monday - Friday

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

6 / 10

/ 10

6

6

6

Score : / 10057 Rank :14 Site speed : 50Mobile speed : 79

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Page 125

Claimed number of countries supported

30

Country specific sites enforced Yes

Fulfilment proposition specific to each country

Yes

Delivery charge to EU £3.95

Nr of days to deliver 4-6 days

Delivery charge to US £15.00

Nr of days to deliver 7-10 days

Delivery charge to AU £15.00

Nr of days to deliver 10-14 days

Ships to China Yes

Ships to Russia No

Ships to Turkey No

Ships to Brazil No

International / 104

Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered No

Returns / 108Search

Search History No

Auto-suggest Yes

Results per page 24

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand Yes

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 6

Search by colour swatch Yes

Pictures in Auto-Suggest No

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Page 126: Transform Fashion Retail Report 2015

Page 126

Click & collect offered Yes

When ready for collection 3 days

How long do you have to collect 29 days

Cost for standard delivery £3.95

Standard is free if spend is… £50.00

Standard delivery promise 3-5 days

Cost of next day £4.95

Cut-off time for next day 5pm

Is Weekend delivery an option No

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery options click and collect

Track & trace Yes

Is Collect+ offered No

Detailed Retailer ReviewsMatalan

Fulfilment Proposition / 105 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

8

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest No

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 188.6

Youtube subscribers 1,391

Youtube videos 133

Views on most popular Youtube video (000s)

298.9

Twitter followers (000s) 46.7

Twitter tweets 15,100

Pinterest followers 1,256

Pins 1,101

Responsive site Yes

Number of apps 1

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings 42

Average iOS rating 3.5

Is there an Android app Yes

Nr of Android ratings 788

Average Android rating 3.5

No of images 3

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail No

Images in colour variations No

Reviews provider Yes

Recommendations No

Cross-sells/upsells No

Size Guide Yes

Delivery options prominent High

Returns policy prominent High

Stock availability per size Yes

Contact us via email, phone

Email Yes

Telephone & hours 8am- 6pm Monday to Sunday

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

6 / 10

/ 10

6

6

5

Score : / 10051 Rank :34 Site speed : 53Mobile speed : 79

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Page 127

Claimed number of countries supported

None

Country specific sites enforced n/a

Fulfilment proposition specific to each country

n/a

Delivery charge to EU n/a

Nr of days to deliver n/a

Delivery charge to US n/a

Nr of days to deliver n/a

Delivery charge to AU n/a

Nr of days to deliver n/a

Ships to China n/a

Ships to Russia n/a

Ships to Turkey n/a

Ships to Brazil n/a

International / 100

Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered No

Returns / 108Search

Search History No

Auto-suggest No

Results per page 28

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand Yes

Search by Material Yes

Search By Size Yes

Search By Sub-category Yes

Number of Facets 9

Search by colour swatch Yes

Pictures in Auto-Suggest n/a

/ 107

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Page 128

Click & collect offered No

When ready for collection n/a

How long do you have to collect n/a

Cost for standard delivery £6.00

Standard is free if spend is… n/a

Standard delivery promise 2-3 days

Cost of next day £10.00

Cut-off time for next day 12pm

Is Weekend delivery an option No

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery options n/a

Track & trace Yes

Is Collect+ offered No

Detailed Retailer ReviewsMatches

Fulfilment Proposition / 103 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

4

Is Paypal offered No

Can you checkout without registering at all?

No

Guest checkout No

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 68.2

Youtube subscribers n/a

Youtube videos n/a

Views on most popular Youtube video (000s)

n/a

Twitter followers (000s) 67.3

Twitter tweets 11,700

Pinterest followers 57,561

Pins 5,716

Responsive site Yes

Number of apps 1

Is there a store finder on the app No

Is it geo aware No

Nr of iOS ratings 10

Average iOS rating 3.3

Is there an Android app No

Nr of Android ratings No

Average Android rating n/a

No of images 6

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail No

Images in colour variations Yes

Reviews provider No

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent Medium

Returns policy prominent Medium

Stock availability per size No

Contact us via email, phone, post

Email Yes

Telephone & hours 24 hrs

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

2 / 10

/ 10

3

5

7

Score : / 10043 Rank :48 Site speed : 56Mobile speed : 74

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Page 129

Claimed number of countries supported

212

Country specific sites enforced No

Fulfilment proposition specific to each country

Yes

Delivery charge to EU £8.00

Nr of days to deliver 2-3 days

Delivery charge to US £12.00

Nr of days to deliver 1-3 days

Delivery charge to AU £12.00

Nr of days to deliver 2-3 days

Ships to China Yes

Ships to Russia Yes

Ships to Turkey Yes

Ships to Brazil Yes

International / 107Returns policy prominent No

Are returns free Yes

Can it be returned to store No

Is Collect+ offered No

Returns / 103Search

Search History No

Auto-suggest No

Results per page 60

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand Yes

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 6

Search by colour swatch No

Pictures in Auto-Suggest n/a

/ 105

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Page 130

Click & collect offered Yes

When ready for collection 7 days

How long do you have to collect 14 days

Cost for standard delivery £3.95

Standard is free if spend is… n/a

Standard delivery promise 4 days

Cost of next day £5.95

Cut-off time for next day 9pm

Is Weekend delivery an option No

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery options colect from store

Track & trace Yes

Is Collect+ offered Yes

Detailed Retailer ReviewsMiss Selfridge

Fulfilment Proposition / 108 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

4

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 289.1

Youtube subscribers 996

Youtube videos 58

Views on most popular Youtube video (000s)

23.6

Twitter followers (000s) 80.3

Twitter tweets 8,847

Pinterest followers 7,109

Pins 1,728

Responsive site Yes

Number of apps 2

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings 17

Average iOS rating 2.6

Is there an Android app Yes

Nr of Android ratings 247

Average Android rating 3.6

No of images 3

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail No

Images in colour variations No

Reviews provider Yes

Recommendations Yes

Cross-sells/upsells No

Size Guide Yes

Delivery options prominent High

Returns policy prominent Medium

Stock availability per size Yes

Contact us via email, phone, post

Email Yes

Telephone & hours 9am - 11pm Monday to Friday

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

8 / 10

/ 10

5

6

5

Score : / 10061 Rank :10 Site speed : 57Mobile speed : 39

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Page 131

Claimed number of countries supported

100

Country specific sites enforced Yes

Fulfilment proposition specific to each country

Yes

Delivery charge to EU €6.00

Nr of days to deliver 5-7 days

Delivery charge to US $10.00

Nr of days to deliver 10 days

Delivery charge to AU £9.00

Nr of days to deliver 9 days

Ships to China Yes

Ships to Russia No

Ships to Turkey Yes

Ships to Brazil Yes

International / 106

Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered Yes

Returns / 1010Search

Search History Yes

Auto-suggest No

Results per page 40

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand No

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 5

Search by colour swatch No

Pictures in Auto-Suggest n/a

/ 105

Page 132: Transform Fashion Retail Report 2015

Page 132

Click & collect offered Yes

When ready for collection within 7 days

How long do you have to collect 10 days

Cost for standard delivery Free

Standard is free if spend is… Free

Standard delivery promise 4-6 days

Cost of next day £8.00

Cut-off time for next day 5pm

Is Weekend delivery an option Yes

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery options standard, click and collect

Track & trace Yes

Is Collect+ offered Yes

Detailed Retailer ReviewsMoss Bros

Fulfilment Proposition / 106 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

6

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 17.9

Youtube subscribers n/a

Youtube videos n/a

Views on most popular Youtube video (000s)

n/a

Twitter followers (000s) 5.3

Twitter tweets 2,976

Pinterest followers 237

Pins 597

Responsive site Yes

Number of apps 1

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings No

Average iOS rating n/a

Is there an Android app No

Nr of Android ratings No

Average Android rating n/a

No of images 6

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail n/a

Images in colour variations No

Reviews provider No

Recommendations Yes

Cross-sells/upsells No

Size Guide No

Delivery options prominent Medium

Returns policy prominent Medium

Stock availability per size Yes

Contact us via email, phone, post

Email Yes

Telephone & hours 9am - 5pm Monday to Friday

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

8 / 10

/ 10

4

4

5

Score : / 10055 Rank :23 Site speed : 66Mobile speed : 79

Page 133: Transform Fashion Retail Report 2015

Page 133

Claimed number of countries supported

120

Country specific sites enforced Yes

Fulfilment proposition specific to each country

Yes

Delivery charge to EU £8-£35

Nr of days to deliver 2-10 days

Delivery charge to US £20.00

Nr of days to deliver 5-7 days

Delivery charge to AU £25.00

Nr of days to deliver 6-9 days

Ships to China No

Ships to Russia Yes

Ships to Turkey Yes

Ships to Brazil No

International / 105

Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered Yes

Returns / 1010Search

Search History No

Auto-suggest Yes

Results per page 9

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand Yes

Search by Material No

Search By Size Yes

Search By Sub-category No

Number of Facets 3

Search by colour swatch No

Pictures in Auto-Suggest Yes

/ 105

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Page 134

Click & collect offered n/a

When ready for collection n/a

How long do you have to collect n/a

Cost for standard delivery £5.00

Standard is free if spend is… £200.00

Standard delivery promise 3 days

Cost of next day £8.00

Cut-off time for next day 3pm

Is Weekend delivery an option No

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery optionsFree delivery promotions are run for time to time

Track & trace Yes

Is Collect+ offered No

Detailed Retailer ReviewsNet a Porter

Fulfilment Proposition / 102 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

6

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 1,342.9

Youtube subscribers 58,250

Youtube videos 610

Views on most popular Youtube video (000s)

501.2

Twitter followers (000s) 688.0

Twitter tweets 24,300

Pinterest followers 81,596

Pins 4,467

Responsive site Yes

Number of apps 1

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings 2,481

Average iOS rating 2.8

Is there an Android app Yes

Nr of Android ratings 1,118

Average Android rating 3.9

No of images 8

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail No

Images in colour variations Yes

Reviews provider No

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent Medium

Returns policy prominent Medium

Stock availability per size Yes

Contact us via email, phone

Email Yes

Telephone & hours 24 hrs

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

8 / 10

/ 10

8

6

8

Score : / 10056 Rank :20 Site speed : 52Mobile speed : 60

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Claimed number of countries supported

173

Country specific sites enforced No

Fulfilment proposition specific to each country

Yes

Delivery charge to EU £10.89

Nr of days to deliver 3-4 days

Delivery charge to US £30.00

Nr of days to deliver 3-4 days

Delivery charge to AU £20.00

Nr of days to deliver 3-4 days

Ships to China Yes

Ships to Russia Yes

Ships to Turkey Yes

Ships to Brazil Yes

International / 107

Returns policy prominent No

Are returns free Yes

Can it be returned to store No

Is Collect+ offered No

Returns / 103Search

Search History No

Auto-suggest Yes

Results per page 60

Large visuals Yes

Can change sort order Yes

Can change display type Yes

Multi facet search Multiple

Search by Colour Yes

Search by Brand Yes

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 4

Search by colour swatch No

Pictures in Auto-Suggest No

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Page 136

Click & collect offered Yes

When ready for collection 3-5 days

How long do you have to collect 10 days

Cost for standard delivery £3.99

Standard is free if spend is… £45.00

Standard delivery promise 2-4 days

Cost of next day £4.99

Cut-off time for next day 8pm

Is Weekend delivery an option Yes

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery optionsclick and collect and standard over 45 and next & weekend over 65

Track & trace Yes

Is Collect+ offered Yes

Detailed Retailer ReviewsNew Look

Fulfilment Proposition / 108 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

4

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 3,197.1

Youtube subscribers 5,256

Youtube videos 366

Views on most popular Youtube video (000s)

132.5

Twitter followers (000s) 229.0

Twitter tweets 22,500

Pinterest followers 16,578

Pins 1,953

Responsive site Yes

Number of apps 1

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings 681

Average iOS rating 2.1

Is there an Android app No

Nr of Android ratings n/a

Average Android rating n/a

No of images 3

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail No

Images in colour variations No

Reviews provider No

Recommendations No

Cross-sells/upsells No

Size Guide Yes

Delivery options prominent Medium

Returns policy prominent Medium

Stock availability per size Yes

Contact us via email, phone, post

Email Yes

Telephone & hours10am - 6pm Monday to Saturday

Dynamic FAQ's No

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

8 / 10

/ 10

5

4

8

Score : / 10064 Rank :5 Site speed : 70Mobile speed : 58

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Page 137

Claimed number of countries supported

129

Country specific sites enforced Yes

Fulfilment proposition specific to each country

Yes

Delivery charge to EU £5.00

Nr of days to deliver 5 days

Delivery charge to US £7.50

Nr of days to deliver 7-9 days

Delivery charge to AU £9.00

Nr of days to deliver 7-9 days

Ships to China No

Ships to Russia No

Ships to Turkey Yes

Ships to Brazil No

International / 106

Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered Yes

Returns / 1010Search

Search History Yes

Auto-suggest No

Results per page 24

Large visuals Yes

Can change sort order Yes

Can change display type Yes

Multi facet search Multiple

Search by Colour Yes

Search by Brand Yes

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 6

Search by colour swatch Yes

Pictures in Auto-Suggest n/a

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Page 138

Click & collect offered Yes

When ready for collection 1 day

How long do you have to collect 14 days

Cost for standard delivery £3.99

Standard is free if spend is… n/a

Standard delivery promise 1 day

Cost of next day £3.99

Cut-off time for next day 12am

Is Weekend delivery an option Yes

Timed delivery options No

Evening options Yes

Evening delivery cost £6.99

Free delivery options click and collect

Track & trace No

Is Collect+ offered No

Detailed Retailer ReviewsNext

Fulfilment Proposition / 109 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

8

Is Paypal offered No

Can you checkout without registering at all?

No

Guest checkout No

Post to Facebook No

Post to Pinterest No

Post to Twitter No

Post to Google Plus No

Email to a friend No

Facebook likes (000s) 1,492.4

Youtube subscribers 1,568

Youtube videos 43

Views on most popular Youtube video (000s)

206.0

Twitter followers (000s) 150.0

Twitter tweets 60,000

Pinterest followers 15,314

Pins 17,625

Responsive site No

Number of apps 1

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings 12,800

Average iOS rating 2.9

Is there an Android app Yes

Nr of Android ratings 2,067

Average Android rating 3.5

No of images 3

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail Yes

Images in colour variations Yes

Reviews provider No

Recommendations No

Cross-sells/upsells No

Size Guide Yes

Delivery options prominent No

Returns policy prominent No

Stock availability per size No

Contact us via email, phone, post

Email Yes

Telephone & hours 24 hrs

Dynamic FAQ's Yes

Click to chat No

Click to call Yes

Customer Service / 108

/ 10

/ 10

0 / 10

/ 10

7

2

5

Score : / 10050 Rank : 37 Site speed : 56Mobile speed : 67

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Page 139

Claimed number of countries supported

72

Country specific sites enforced Yes

Fulfilment proposition specific to each country

Yes

Delivery charge to EU €3.00

Nr of days to deliver 1-2 days

Delivery charge to US £5.00

Nr of days to deliver n/a

Delivery charge to AU $5.00

Nr of days to deliver 3-5 days

Ships to China Yes

Ships to Russia Yes

Ships to Turkey Yes

Ships to Brazil Yes

International / 108

Returns policy prominent No

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered No

Returns / 105Search

Search History Yes

Auto-suggest No

Results per page 24

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand Yes

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 10

Search by colour swatch No

Pictures in Auto-Suggest n/a

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Page 140

Click & collect offered No

When ready for collection n/a

How long do you have to collect n/a

Cost for standard delivery £3.99

Standard is free if spend is… n/a

Standard delivery promise 3-5 days

Cost of next day £4.99

Cut-off time for next day 6pm

Is Weekend delivery an option Yes

Timed delivery options Yes

Evening options Yes

Evening delivery cost £5.99

Free delivery options shutl delivery over 100

Track & trace No

Is Collect+ offered Yes

Detailed Retailer ReviewsOasis

Fulfilment Proposition / 106 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

5

Is Paypal offered Yes

Can you checkout without registering at all?

No

Guest checkout No

Post to Facebook No

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 146.1

Youtube subscribers 372

Youtube videos 63

Views on most popular Youtube video (000s)

15.7

Twitter followers (000s) 58.6

Twitter tweets 16,500

Pinterest followers 15,709

Pins 3,404

Responsive site Yes

Number of apps 1

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings 1,699

Average iOS rating 2.6

Is there an Android app No

Nr of Android ratings No

Average Android rating n/a

No of images 3

Video Yes

Image tools Yes

Models faces shown Yes

Images of clothing detail Yes

Images in colour variations No

Reviews provider Yes

Recommendations No

Cross-sells/upsells No

Size Guide Yes

Delivery options prominent Medium

Returns policy prominent Medium

Stock availability per size Yes

Contact us via none

Email No

Telephone & hours None

Dynamic FAQ's Yes

Click to chat Yes

Click to call No

Customer Service / 108

/ 10

/ 10

4 / 10

/ 10

6

6

5

Score : / 10049 Rank : 41 Site speed : 36Mobile speed : 49

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Page 141

Claimed number of countries supported

24

Country specific sites enforced No

Fulfilment proposition specific to each country

No

Delivery charge to EU €10.00

Nr of days to deliver n/a

Delivery charge to US n/a

Nr of days to deliver n/a

Delivery charge to AU n/a

Nr of days to deliver n/a

Ships to China No

Ships to Russia No

Ships to Turkey No

Ships to Brazil No

International / 101Returns policy prominent No

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered Yes

Returns / 107Search

Search History No

Auto-suggest Yes

Results per page all

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand No

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 6

Search by colour swatch No

Pictures in Auto-Suggest Yes

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Page 142

Click & collect offered No

When ready for collection n/a

How long do you have to collect n/a

Cost for standard delivery Free

Standard is free if spend is… £3.50

Standard delivery promise 2-5 days

Cost of next day £5.00

Cut-off time for next day 3pm

Is Weekend delivery an option No

Timed delivery options No

Evening options No

Evening delivery cost No

Free delivery optionsYes, time to time promotion based

Track & trace Yes

Is Collect+ offered Yes

Detailed Retailer ReviewsOffice

Fulfilment Proposition / 106 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

7

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 91.1

Youtube subscribers n/a

Youtube videos n/a

Views on most popular Youtube video (000s)

n/a

Twitter followers (000s) 118.0

Twitter tweets 10,400

Pinterest followers 2,576

Pins 1,482

Responsive site Yes

Number of apps 1

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings 115

Average iOS rating 2.3

Is there an Android app No

Nr of Android ratings No

Average Android rating n/a

No of images 7

Video No

Image tools Yes

Models faces shown n/a

Images of clothing detail n/a

Images in colour variations Yes

Reviews provider No

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent High

Returns policy prominent Medium

Stock availability per size Yes

Contact us via email, phone, post

Email Yes

Telephone & hours 24 hrs

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

8 / 10

/ 10

4

6

7

Score : / 10057 Rank :14 Site speed : 54Mobile speed : 71

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Page 143

Claimed number of countries supported

30

Country specific sites enforced No

Fulfilment proposition specific to each country

No

Delivery charge to EU £5-£15

Nr of days to deliver 5-10 days

Delivery charge to US £25.00

Nr of days to deliver 7-10 days

Delivery charge to AU £12.00

Nr of days to deliver 7-10 days

Ships to China No

Ships to Russia No

Ships to Turkey Yes

Ships to Brazil No

International / 103

Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered Yes

Returns / 1010Search

Search History No

Auto-suggest No

Results per page 24

Large visuals No

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand Yes

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 7

Search by colour swatch No

Pictures in Auto-Suggest n/a

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Page 144

Click & collect offered Yes

When ready for collection 7-10 days

How long do you have to collect n/a

Cost for standard delivery £3.99

Standard is free if spend is… £50.00

Standard delivery promise 3-5 days

Cost of next day n/a

Cut-off time for next day n/a

Is Weekend delivery an option Yes

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery optionsstandard delivery over 50 and click & collect

Track & trace Yes

Is Collect+ offered No

Detailed Retailer ReviewsPeacocks

Fulfilment Proposition / 106 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

6

Is Paypal offered Yes

Can you checkout without registering at all?

No

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend No

Facebook likes (000s) 60.7

Youtube subscribers 122

Youtube videos 46

Views on most popular Youtube video (000s)

58.8

Twitter followers (000s) 18.3

Twitter tweets 7,556

Pinterest followers 906

Pins 2,095

Responsive site Yes

Number of apps 0

Is there a store finder on the app n/a

Is it geo aware n/a

Nr of iOS ratings No

Average iOS rating n/a

Is there an Android app No

Nr of Android ratings No

Average Android rating n/a

No of images 6

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail No

Images in colour variations Yes

Reviews provider Yes

Recommendations No

Cross-sells/upsells No

Size Guide Yes

Delivery options prominent Medium

Returns policy prominent Medium

Stock availability per size No

Contact us via email, phone, post

Email Yes

Telephone & hours8.30am - 5.00pm Monday to Thursday, 8.30am - 4.00pm to Friday

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

7 / 10

/ 10

1

5

3

Score : / 10042 Rank :50 Site speed : 44Mobile speed : 79

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Page 145

Claimed number of countries supported

24

Country specific sites enforced No

Fulfilment proposition specific to each country

No

Delivery charge to EU £9.99

Nr of days to deliver 5-7 days

Delivery charge to US £9.99

Nr of days to deliver 10-14 days

Delivery charge to AU £14.99

Nr of days to deliver 14-21 days

Ships to China No

Ships to Russia No

Ships to Turkey No

Ships to Brazil No

International / 102

Returns policy prominent No

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered No

Returns / 105Search

Search History Yes

Auto-suggest No

Results per page 20

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand No

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 5

Search by colour swatch No

Pictures in Auto-Suggest n/a

/ 105

Page 146: Transform Fashion Retail Report 2015

Page 146

Click & collect offered Yes

When ready for collection 3-5 days

How long do you have to collect n/a

Cost for standard delivery £2.95

Standard is free if spend is… £50.00

Standard delivery promise 3-5 days

Cost of next day £5.95

Cut-off time for next day 12pm

Is Weekend delivery an option No

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery optionsclick and collcet and standard over 50

Track & trace Yes

Is Collect+ offered No

Detailed Retailer ReviewsPhase Eight

Fulfilment Proposition / 106 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

4

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 14.6

Youtube subscribers 13

Youtube videos 6

Views on most popular Youtube video (000s)

2.1

Twitter followers (000s) 9.3

Twitter tweets 4,410

Pinterest followers 1,395

Pins 2,403

Responsive site No

Number of apps 0

Is there a store finder on the app n/a

Is it geo aware n/a

Nr of iOS ratings No

Average iOS rating n/a

Is there an Android app No

Nr of Android ratings No

Average Android rating n/a

No of images 6

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail No

Images in colour variations Yes

Reviews provider Yes

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent Medium

Returns policy prominent Medium

Stock availability per size Yes

Contact us via email, phone, post

Email Yes

Telephone & hours8am - 8pm Monday to Friday, 9am - 6pm Saturday

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

8 / 10

/ 10

0

7

3

Score : / 10048 Rank : 43 Site speed : 47Mobile speed : 73

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Page 147

Claimed number of countries supported

29

Country specific sites enforced Yes

Fulfilment proposition specific to each country

No

Delivery charge to EU €12.00

Nr of days to deliver 3-7 days

Delivery charge to US $15.00

Nr of days to deliver n/a

Delivery charge to AU n/a

Nr of days to deliver n/a

Ships to China n/a

Ships to Russia n/a

Ships to Turkey n/a

Ships to Brazil n/a

International / 103Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered No

Returns / 108Search

Search History Yes

Auto-suggest No

Results per page 24

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand No

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 6

Search by colour swatch No

Pictures in Auto-Suggest n/a

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Page 148

Click & collect offered Yes

When ready for collection 2-3 days

How long do you have to collect n/a

Cost for standard delivery £3.95

Standard is free if spend is… n/a

Standard delivery promise 2-3 days

Cost of next day £7.00

Cut-off time for next day 3pm

Is Weekend delivery an option No

Timed delivery options Yes

Evening options No

Evening delivery cost n/a

Free delivery options No

Track & trace Yes

Is Collect+ offered No

Detailed Retailer ReviewsReiss

Fulfilment Proposition / 105 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

4

Is Paypal offered Yes

Can you checkout without registering at all?

No

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 180.1

Youtube subscribers 656

Youtube videos 69

Views on most popular Youtube video (000s)

174.6

Twitter followers (000s) 58.9

Twitter tweets 10,400

Pinterest followers 5,697

Pins 6,214

Responsive site Yes

Number of apps 0

Is there a store finder on the app n/a

Is it geo aware No

Nr of iOS ratings No

Average iOS rating n/a

Is there an Android app No

Nr of Android ratings No

Average Android rating n/a

No of images 6

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail No

Images in colour variations Yes

Reviews provider No

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent High

Returns policy prominent Medium

Stock availability per size Yes

Contact us via email, phone, post

Email Yes

Telephone & hours8.30am - 5.30pm Monday to Friday , 9am - 3.30pm Saturday

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

7 / 10

/ 10

1

7

6

Score : / 10052 Rank :30 Site speed : 55Mobile speed : 69

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Page 149

Claimed number of countries supported

55

Country specific sites enforced Yes

Fulfilment proposition specific to each country

No

Delivery charge to EU €10.00

Nr of days to deliver 3-4 days

Delivery charge to US $15.00

Nr of days to deliver 2-3 days

Delivery charge to AU $25.00

Nr of days to deliver 3-4 days

Ships to China No

Ships to Russia No

Ships to Turkey Yes

Ships to Brazil Yes

International / 107Returns policy prominent No

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered No

Returns / 105Search

Search History Yes

Auto-suggest No

Results per page 36

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand No

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 7

Search by colour swatch No

Pictures in Auto-Suggest n/a

/ 106

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Page 150

Click & collect offered Yes

When ready for collection 4 days

How long do you have to collect 14 days

Cost for standard delivery £3.95

Standard is free if spend is… n/a

Standard delivery promise 3-4 days

Cost of next day £5.95

Cut-off time for next day 9pm

Is Weekend delivery an option No

Timed delivery options No

Evening options No

Evening delivery cost No

Free delivery options collect from store

Track & trace Yes

Is Collect+ offered Yes

Detailed Retailer ReviewsRiver Island

Fulfilment Proposition / 108 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

6

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus No

Email to a friend No

Facebook likes (000s) 2,167.2

Youtube subscribers 8,024

Youtube videos 401

Views on most popular Youtube video (000s)

428.4

Twitter followers (000s) 300.0

Twitter tweets 13,300

Pinterest followers 25,805

Pins 6,050

Responsive site Yes

Number of apps 1

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings 2,690

Average iOS rating 3.5

Is there an Android app Yes

Nr of Android ratings 3,844

Average Android rating 4.0

No of images 4

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail No

Images in colour variations Yes

Reviews provider No

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent High

Returns policy prominent High

Stock availability per size No

Contact us via email, phone, post

Email Yes

Telephone & hours 8am - 8pm Monday to Sunday

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

8 / 10

/ 10

8

7

7

Score : / 10066 Rank :2 Site speed : n/aMobile speed : 73

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Page 151

Claimed number of countries supported

100

Country specific sites enforced Yes

Fulfilment proposition specific to each country

No

Delivery charge to EU £6.00

Nr of days to deliver 7 days

Delivery charge to US £10.00

Nr of days to deliver 8 days

Delivery charge to AU £10.00

Nr of days to deliver 10 days

Ships to China Yes

Ships to Russia Yes

Ships to Turkey Yes

Ships to Brazil Yes

International / 105

Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered Yes

Returns / 1010Search

Search History Yes

Auto-suggest No

Results per page 16

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand No

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 5

Search by colour swatch No

Pictures in Auto-Suggest n/a

/ 105

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Page 152

Click & collect offered Yes

When ready for collection 3 days

How long do you have to collect n/a

Cost for standard delivery £5.00

Standard is free if spend is… n/a

Standard delivery promise 3 days

Cost of next day n/a

Cut-off time for next day n/a

Is Weekend delivery an option No

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery options click and collect

Track & trace No

Is Collect+ offered Yes

Detailed Retailer ReviewsRussell & Bromley

Fulfilment Proposition / 104 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

5

Is Paypal offered Yes

Can you checkout without registering at all?

No

Guest checkout No

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 11.3

Youtube subscribers n/a

Youtube videos n/a

Views on most popular Youtube video (000s)

n/a

Twitter followers (000s) 5.7

Twitter tweets 8,993

Pinterest followers 270

Pins 149

Responsive site No

Number of apps 0

Is there a store finder on the app n/a

Is it geo aware n/a

Nr of iOS ratings No

Average iOS rating n/a

Is there an Android app No

Nr of Android ratings No

Average Android rating n/a

No of images 5

Video No

Image tools Yes

Models faces shown n/a

Images of clothing detail n/a

Images in colour variations Yes

Reviews provider No

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent No

Returns policy prominent No

Stock availability per size No

Contact us via email, phone

Email Yes

Telephone & hours 24 hrs

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

4 / 10

/ 10

0

4

6

Score : / 10040 Rank :53 Site speed : 61Mobile speed : 70

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Page 153

Claimed number of countries supported

13

Country specific sites enforced No

Fulfilment proposition specific to each country

No

Delivery charge to EU €12-€20

Nr of days to deliver 5 days

Delivery charge to US n/a

Nr of days to deliver n/a

Delivery charge to AU n/a

Nr of days to deliver n/a

Ships to China No

Ships to Russia No

Ships to Turkey No

Ships to Brazil No

International / 102

Returns policy prominent No

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered Yes

Returns / 107Search

Search History No

Auto-suggest No

Results per page 9

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand No

Search by Material Yes

Search By Size Yes

Search By Sub-category Yes

Number of Facets 4

Search by colour swatch No

Pictures in Auto-Suggest n/a

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Page 154: Transform Fashion Retail Report 2015

Page 154

Click & collect offered Yes

When ready for collection 2-3 days

How long do you have to collect n/a

Cost for standard delivery Free

Standard is free if spend is… £5.00

Standard delivery promise 2-3 days

Cost of next day £4.99

Cut-off time for next day 10pm

Is Weekend delivery an option Yes

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery options Over GBP 5

Track & trace No

Is Collect+ offered Yes

Detailed Retailer ReviewsSchuh

Fulfilment Proposition / 109 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

5

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 278.4

Youtube subscribers 264

Youtube videos 79

Views on most popular Youtube video (000s)

95.0

Twitter followers (000s) 139.0

Twitter tweets 57,800

Pinterest followers 2,029

Pins 1,459

Responsive site Yes

Number of apps 1

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings 143

Average iOS rating 2.4

Is there an Android app No

Nr of Android ratings No

Average Android rating n/a

No of images 8

Video No

Image tools Yes

Models faces shown n/a

Images of clothing detail No

Images in colour variations Yes

Reviews provider Yes

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent High

Returns policy prominent High

Stock availability per size Yes

Contact us via email, phone, post

Email Yes

Telephone & hours

8:30am - 8:30pm Monday to Thursday, 8:30am-8pm Friday, 9am-6pm Saturday, 9am - 5pm Sunday

Dynamic FAQ's Yes

Click to chat Yes

Click to call Yes

Customer Service / 108

/ 10

/ 10

8 / 10

/ 10

4

9

6

Score : / 10065 Rank :3 Site speed : 64Mobile speed : 78

Page 155: Transform Fashion Retail Report 2015

Page 155

Claimed number of countries supported

28

Country specific sites enforced No

Fulfilment proposition specific to each country

No

Delivery charge to EU €10.00

Nr of days to deliver 5-7 days

Delivery charge to US n/a

Nr of days to deliver n/a

Delivery charge to AU n/a

Nr of days to deliver n/a

Ships to China No

Ships to Russia No

Ships to Turkey No

Ships to Brazil No

International / 102Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered Yes

Returns / 1010Search

Search History Yes

Auto-suggest Yes

Results per page 30

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand Yes

Search by Material Yes

Search By Size Yes

Search By Sub-category Yes

Number of Facets 8

Search by colour swatch Yes

Pictures in Auto-Suggest Yes

/ 109

Page 156: Transform Fashion Retail Report 2015

Page 156

Click & collect offered Yes

When ready for collection 1 day

How long do you have to collect 14 days

Cost for standard delivery £4.95

Standard is free if spend is… £1001 (technology only)

Standard delivery promise 5 days

Cost of next day £8.00

Cut-off time for next day 5.30 pm

Is Weekend delivery an option Yes

Timed delivery options No

Evening options No

Evening delivery cost No

Free delivery options collect from store

Track & trace Yes

Is Collect+ offered No

Detailed Retailer ReviewsSelfridges

Fulfilment Proposition / 104 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

5

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 362.6

Youtube subscribers 3,270

Youtube videos 313

Views on most popular Youtube video (000s)

573.6

Twitter followers (000s) 269.0

Twitter tweets 44,000

Pinterest followers 16,208

Pins 1,034

Responsive site Yes

Number of apps 0

Is there a store finder on the app n/a

Is it geo aware n/a

Nr of iOS ratings No

Average iOS rating n/a

Is there an Android app No

Nr of Android ratings No

Average Android rating n/a

No of images 5

Video No

Image tools No

Models faces shown No

Images of clothing detail No

Images in colour variations Yes

Reviews provider No

Recommendations Yes

Cross-sells/upsells No

Size Guide Yes

Delivery options prominent Medium

Returns policy prominent Medium

Stock availability per size Yes

Contact us via email, phone, post

Email Yes

Telephone & hours9am - 10pm Monday to Saturday, 10am - 6pm Sundays

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

8 / 10

/ 10

1

5

7

Score : / 10050 Rank : 37 Site speed : 53Mobile speed : 69

Page 157: Transform Fashion Retail Report 2015

Page 157

Claimed number of countries supported

60

Country specific sites enforced No

Fulfilment proposition specific to each country

No

Delivery charge to EU £15.00

Nr of days to deliver 4 days

Delivery charge to US £25.00

Nr of days to deliver 5 days

Delivery charge to AU £25.00

Nr of days to deliver 6 days

Ships to China Yes

Ships to Russia No

Ships to Turkey Yes

Ships to Brazil No

International / 105Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered No

Returns / 108Search

Search History No

Auto-suggest Yes

Results per page 60

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand Yes

Search by Material No

Search By Size No

Search By Sub-category No

Number of Facets 3

Search by colour swatch No

Pictures in Auto-Suggest No

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Page 158: Transform Fashion Retail Report 2015

Page 158

Click & collect offered Yes

When ready for collection 1 day

How long do you have to collect n/a

Cost for standard delivery Free

Standard is free if spend is… Free

Standard delivery promise 2 days

Cost of next day £3.95

Cut-off time for next day 10pm

Is Weekend delivery an option No

Timed delivery options No

Evening options No

Evening delivery cost No

Free delivery optionscollect+, standard, clicl and collect

Track & trace Yes

Is Collect+ offered Yes

Detailed Retailer ReviewsSuperdry

Fulfilment Proposition / 1010 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

3

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook No

Post to Pinterest No

Post to Twitter No

Post to Google Plus No

Email to a friend No

Facebook likes (000s) 926.1

Youtube subscribers 1,748

Youtube videos 80

Views on most popular Youtube video (000s)

41.4

Twitter followers (000s) 70.8

Twitter tweets 13,200

Pinterest followers 2,673

Pins 1,035

Responsive site Yes

Number of apps 1

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings No

Average iOS rating n/a

Is there an Android app No

Nr of Android ratings No

Average Android rating n/a

No of images 7

Video Yes

Image tools Yes

Models faces shown Yes

Images of clothing detail Yes

Images in colour variations Yes

Reviews provider Yes

Recommendations Yes

Cross-sells/upsells No

Size Guide Yes

Delivery options prominent Medium

Returns policy prominent Medium

Stock availability per size No

Contact us via email, phone, post

Email Yes

Telephone & hours8am - 8pm Monday to Friday, 9am - 5pm Saturday, 10am - 4pm Sunday

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

9 / 10

/ 10

4

6

3

Score : / 10064 Rank :5 Site speed : 55Mobile speed : 81

Page 159: Transform Fashion Retail Report 2015

Page 159

Claimed number of countries supported

236

Country specific sites enforced Yes

Fulfilment proposition specific to each country

Yes

Delivery charge to EU Free

Nr of days to deliver 5 days

Delivery charge to US Free

Nr of days to deliver 5 days

Delivery charge to AU Free

Nr of days to deliver 4-7 days

Ships to China Yes

Ships to Russia Yes

Ships to Turkey Yes

Ships to Brazil Yes

International / 1010

Returns policy prominent Yes

Are returns free Yes

Can it be returned to store No

Is Collect+ offered Yes

Returns / 108Search

Search History Yes

Auto-suggest No

Results per page 24

Large visuals Yes

Can change sort order Yes

Can change display type Yes

Multi facet search Multiple

Search by Colour Yes

Search by Brand No

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 4

Search by colour swatch No

Pictures in Auto-Suggest Yes

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Page 160: Transform Fashion Retail Report 2015

Page 160

Click & collect offered Yes

When ready for collection 2-5 days

How long do you have to collect 7 days

Cost for standard delivery Free

Standard is free if spend is… Free

Standard delivery promise 3-5 days

Cost of next day £5.00

Cut-off time for next day 4pm

Is Weekend delivery an option Yes

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery options standard delivery free

Track & trace No

Is Collect+ offered Yes

Detailed Retailer ReviewsTed Baker

Fulfilment Proposition / 107 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

8

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook No

Post to Pinterest No

Post to Twitter No

Post to Google Plus No

Email to a friend No

Facebook likes (000s) 316.7

Youtube subscribers n/a

Youtube videos n/a

Views on most popular Youtube video (000s)

n/a

Twitter followers (000s) 63.7

Twitter tweets 11,700

Pinterest followers 13,242

Pins 6,590

Responsive site Yes

Number of apps 0

Is there a store finder on the app n/a

Is it geo aware n/a

Nr of iOS ratings 33

Average iOS rating 4.5

Is there an Android app No

Nr of Android ratings No

Average Android rating n/a

No of images 5

Video No

Image tools No

Models faces shown No

Images of clothing detail No

Images in colour variations Yes

Reviews provider No

Recommendations Yes

Cross-sells/upsells No

Size Guide Yes

Delivery options prominent No

Returns policy prominent No

Stock availability per size Yes

Contact us via email, phone

Email Yes

Telephone & hours9am - 10pm Monday to Friday, 9am - 6pm Saturday

Dynamic FAQ's No

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

6 / 10

/ 10

2

4

5

Score : / 10052 Rank :30 Site speed : 41Mobile speed : 74

Page 161: Transform Fashion Retail Report 2015

Page 161

Claimed number of countries supported

200

Country specific sites enforced Yes

Fulfilment proposition specific to each country

Yes

Delivery charge to EU Free

Nr of days to deliver 2-6 days

Delivery charge to US $10.00

Nr of days to deliver 3-5 days

Delivery charge to AU n/a

Nr of days to deliver n/a

Ships to China No

Ships to Russia No

Ships to Turkey Yes

Ships to Brazil Yes

International / 107Returns policy prominent No

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered Yes

Returns / 107Search

Search History No

Auto-suggest Yes

Results per page 48

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand No

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 6

Search by colour swatch No

Pictures in Auto-Suggest Yes

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Page 162: Transform Fashion Retail Report 2015

Page 162

Click & collect offered Yes

When ready for collection 3-7 days

How long do you have to collect n/a

Cost for standard delivery £4.00

Standard is free if spend is… 50

Standard delivery promise 4 days

Cost of next day 6

Cut-off time for next day 9pm weekdays or 5pm Sunday

Is Weekend delivery an option Yes

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery optionsStandard delivery and click & collect

Track & trace Yes

Is Collect+ offered No

Detailed Retailer ReviewsTopshop

Fulfilment Proposition / 106 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

4

Is Paypal offered Yes

Can you checkout without registering at all?

No

Guest checkout No

Post to Facebook No

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend No

Facebook likes (000s) 3,927.0

Youtube subscribers 52,316

Youtube videos 219

Views on most popular Youtube video (000s)

2,476.2

Twitter followers (000s) 37.9

Twitter tweets 1,110,000

Pinterest followers 104,227

Pins 8,195

Responsive site Yes

Number of apps 1

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings 5,525

Average iOS rating 2.5

Is there an Android app Yes

Nr of Android ratings 1,967

Average Android rating 3.6

No of images 5

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail Yes

Images in colour variations Yes

Reviews provider Yes

Recommendations Yes

Cross-sells/upsells No

Size Guide Yes

Delivery options prominent High

Returns policy prominent Medium

Stock availability per size Yes

Contact us via email, phone

Email Yes

Telephone & hours

9am - 11pm Monday to Friday, 9am - 6pm Saturday & Sunday, 9am - 5:30pm UK Bank Holidays

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

4 / 10

/ 10

8

8

8

Score : / 10062 Rank :8 Site speed : 56Mobile speed : 61

Page 163: Transform Fashion Retail Report 2015

Page 163

Claimed number of countries supported

110

Country specific sites enforced Yes

Fulfilment proposition specific to each country

Yes

Delivery charge to EU €6.00

Nr of days to deliver 5-7 days

Delivery charge to US Free

Nr of days to deliver 4-7 days

Delivery charge to AU £9.00

Nr of days to deliver 9 days

Ships to China Yes

Ships to Russia No

Ships to Turkey Yes

Ships to Brazil No

International / 107

Returns policy prominent No

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered Yes

Returns / 107Search

Search History Yes

Auto-suggest No

Results per page 25

Large visuals Yes

Can change sort order Yes

Can change display type Yes

Multi facet search Multiple

Search by Colour Yes

Search by Brand No

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 6

Search by colour swatch No

Pictures in Auto-Suggest n/a

/ 106

Page 164: Transform Fashion Retail Report 2015

Page 164

Click & collect offered n/a

When ready for collection n/a

How long do you have to collect n/a

Cost for standard delivery £3.95

Standard is free if spend is… n/a

Standard delivery promise 1 day

Cost of next day £3.95

Cut-off time for next day 9pm

Is Weekend delivery an option Yes

Timed delivery options No

Evening options No

Evening delivery cost No

Free delivery options collect +

Track & trace No

Is Collect+ offered Yes

Detailed Retailer ReviewsVery

Fulfilment Proposition / 109 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

5

Is Paypal offered No

Can you checkout without registering at all?

No

Guest checkout No

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 298.1

Youtube subscribers 44,494

Youtube videos 501

Views on most popular Youtube video (000s)

1,519.1

Twitter followers (000s) 69.8

Twitter tweets 20,400

Pinterest followers 3,250

Pins 3,026

Responsive site Yes

Number of apps 1

Is there a store finder on the app No

Is it geo aware No

Nr of iOS ratings 1,502

Average iOS rating 2.7

Is there an Android app No

Nr of Android ratings No

Average Android rating n/a

No of images 4

Video No

Image tools No

Models faces shown No

Images of clothing detail Yes

Images in colour variations No

Reviews provider Yes

Recommendations Yes

Cross-sells/upsells No

Size Guide No

Delivery options prominent High

Returns policy prominent No

Stock availability per size No

Contact us viaemail, phone, post, social media

Email Yes

Telephone & hours 24 hrs

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

2 / 10

/ 10

4

3

6

Score : / 10045 Rank : 45 Site speed : 44Mobile speed : 66

Page 165: Transform Fashion Retail Report 2015

Page 165

Claimed number of countries supported

None

Country specific sites enforced n/a

Fulfilment proposition specific to each country

n/a

Delivery charge to EU n/a

Nr of days to deliver n/a

Delivery charge to US n/a

Nr of days to deliver n/a

Delivery charge to AU n/a

Nr of days to deliver n/a

Ships to China n/a

Ships to Russia n/a

Ships to Turkey n/a

Ships to Brazil n/a

International / 100

Returns policy prominent No

Are returns free Yes

Can it be returned to store No

Is Collect+ offered Yes

Returns / 105Search

Search History No

Auto-suggest Yes

Results per page 12

Large visuals Yes

Can change sort order Yes

Can change display type Yes

Multi facet search Multiple

Search by Colour Yes

Search by Brand Yes

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 8

Search by colour swatch Yes

Pictures in Auto-Suggest No

/ 108

Page 166: Transform Fashion Retail Report 2015

Page 166

Click & collect offered Yes

When ready for collection 3-7 days

How long do you have to collect n/a

Cost for standard delivery £3.95

Standard is free if spend is… £50.00

Standard delivery promise 4 days

Cost of next day £5.95

Cut-off time for next day 2pm

Is Weekend delivery an option Yes

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery optionsClick and collect and standard over 50

Track & trace Yes

Is Collect+ offered Yes

Detailed Retailer ReviewsWallis

Fulfilment Proposition / 107 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

4

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus No

Email to a friend No

Facebook likes (000s) 87.2

Youtube subscribers 257

Youtube videos 24

Views on most popular Youtube video (000s)

12.3

Twitter followers (000s) 18.9

Twitter tweets 9,185

Pinterest followers 1,976

Pins 1,560

Responsive site Yes

Number of apps 2

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings 46

Average iOS rating 3.6

Is there an Android app Yes

Nr of Android ratings 75

Average Android rating 3.7

No of images 5

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail No

Images in colour variations Yes

Reviews provider Yes

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent High

Returns policy prominent Medium

Stock availability per size Yes

Contact us via email, phone, post

Email Yes

Telephone & hours

9am - 11pm Monday to Friday, 9am - 6pm Saturday & Sunday, 9am - 5:30pm UK Bank Holidays

Dynamic FAQ's Yes

Click to chat No

Click to call Yes

Customer Service / 108

/ 10

/ 10

8 / 10

/ 10

4

8

2

Score : / 10058 Rank :13 Site speed : 65Mobile speed : 56

Page 167: Transform Fashion Retail Report 2015

Page 167

Claimed number of countries supported

100

Country specific sites enforced Yes

Fulfilment proposition specific to each country

Yes

Delivery charge to EU €6.00

Nr of days to deliver 5-7 days

Delivery charge to US $10.00

Nr of days to deliver 10 days

Delivery charge to AU £10.50

Nr of days to deliver 9 days

Ships to China Yes

Ships to Russia No

Ships to Turkey Yes

Ships to Brazil Yes

International / 106

Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered Yes

Returns / 1010Search

Search History Yes

Auto-suggest No

Results per page 20

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand No

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 5

Search by colour swatch No

Pictures in Auto-Suggest No

/ 105

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Page 168

Click & collect offered No

When ready for collection n/a

How long do you have to collect n/a

Cost for standard delivery £3.95

Standard is free if spend is… £50.00

Standard delivery promise 3-5 days

Cost of next day n/a

Cut-off time for next day n/a

Is Weekend delivery an option Yes

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery options standard delivery over 50

Track & trace No

Is Collect+ offered Yes

Detailed Retailer ReviewsWarehouse

Fulfilment Proposition / 105 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

6

Is Paypal offered Yes

Can you checkout without registering at all?

No

Guest checkout No

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend No

Facebook likes (000s) 123.9

Youtube subscribers 400

Youtube videos 35

Views on most popular Youtube video (000s)

543.4

Twitter followers (000s) 39.8

Twitter tweets 9,568

Pinterest followers 5,809

Pins 2,359

Responsive site Yes

Number of apps 1

Is there a store finder on the app Yes

Is it geo aware Yes

Nr of iOS ratings 1,216

Average iOS rating 2.5

Is there an Android app No

Nr of Android ratings n/a

Average Android rating n/a

No of images 5

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail Yes

Images in colour variations No

Reviews provider Yes

Recommendations Yes

Cross-sells/upsells Yes

Size Guide No

Delivery options prominent Medium

Returns policy prominent Medium

Stock availability per size Yes

Contact us via email

Email Yes

Telephone & hours None

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

4 / 10

/ 10

6

6

5

Score : / 10057 Rank :14 Site speed : 52Mobile speed : 51

Page 169: Transform Fashion Retail Report 2015

Page 169

Claimed number of countries supported

43

Country specific sites enforced Yes

Fulfilment proposition specific to each country

Yes

Delivery charge to EU €4.95

Nr of days to deliver 5-7 days

Delivery charge to US $10.00

Nr of days to deliver 3-8 days

Delivery charge to AU $10.00

Nr of days to deliver 3-8 days

Ships to China No

Ships to Russia No

Ships to Turkey No

Ships to Brazil Yes

International / 107Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered Yes

Returns / 1010Search

Search History No

Auto-suggest Yes

Results per page 21

Large visuals Yes

Can change sort order Yes

Can change display type Yes

Multi facet search Multiple

Search by Colour Yes

Search by Brand No

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 4

Search by colour swatch No

Pictures in Auto-Suggest Yes

/ 106

Page 170: Transform Fashion Retail Report 2015

Page 170

Click & collect offered Yes

When ready for collection 3-5 days

How long do you have to collect 14 days

Cost for standard delivery Free

Standard is free if spend is… Free

Standard delivery promise 3-5 days

Cost of next day £6.00

Cut-off time for next day 5pm

Is Weekend delivery an option Yes

Timed delivery options No

Evening options Yes

Evening delivery cost £10.00

Free delivery optionsstandard delivery and click & collect

Track & trace Yes

Is Collect+ offered Yes

Detailed Retailer ReviewsWhistles

Fulfilment Proposition / 108 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

4

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 35.0

Youtube subscribers n/a

Youtube videos n/a

Views on most popular Youtube video (000s)

n/a

Twitter followers (000s) 31.4

Twitter tweets 4,241

Pinterest followers 4,921

Pins 1,163

Responsive site Yes

Number of apps 0

Is there a store finder on the app n/a

Is it geo aware n/a

Nr of iOS ratings No

Average iOS rating n/a

Is there an Android app No

Nr of Android ratings No

Average Android rating n/a

No of images 5

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail Yes

Images in colour variations Yes

Reviews provider No

Recommendations Yes

Cross-sells/upsells Yes

Size Guide Yes

Delivery options prominent High

Returns policy prominent High

Stock availability per size No

Contact us via email, phone

Email Yes

Telephone & hours

9am- 5pm Monday to Wednesday, 9am - 7pm Thursday - Friday, 10am - 6pm Saturday

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

8 / 10

/ 10

1

7

5

Score : / 10060 Rank :11 Site speed : 54Mobile speed : 47

Page 171: Transform Fashion Retail Report 2015

Page 171

Claimed number of countries supported

56

Country specific sites enforced No

Fulfilment proposition specific to each country

No

Delivery charge to EU £5.00

Nr of days to deliver 3-5 days

Delivery charge to US £7.00

Nr of days to deliver 3-5 days

Delivery charge to AU £8.00

Nr of days to deliver 5-7 days

Ships to China Yes

Ships to Russia Yes

Ships to Turkey No

Ships to Brazil No

International / 107

Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered Yes

Returns / 1010Search

Search History Yes

Auto-suggest No

Results per page 24

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand Yes

Search by Material No

Search By Size Yes

Search By Sub-category Yes

Number of Facets 4

Search by colour swatch No

Pictures in Auto-Suggest n/a

/ 106

Page 172: Transform Fashion Retail Report 2015

Page 172

Click & collect offered Yes

When ready for collection 3-5 days

How long do you have to collect 14 days

Cost for standard delivery £3.95

Standard is free if spend is… £50.00

Standard delivery promise 3-5 days

Cost of next day £7.95

Cut-off time for next day 1pm

Is Weekend delivery an option Yes

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery optionsshutl delivery over 50 and click & collect

Track & trace No

Is Collect+ offered No

Detailed Retailer ReviewsWhite Stuff

Fulfilment Proposition / 104 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

5

Is Paypal offered Yes

Can you checkout without registering at all?

No

Guest checkout No

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus Yes

Email to a friend Yes

Facebook likes (000s) 65.2

Youtube subscribers 45

Youtube videos 47

Views on most popular Youtube video (000s)

3.0

Twitter followers (000s) 8.1

Twitter tweets 6,091

Pinterest followers 2,922

Pins 1,935

Responsive site Yes

Number of apps 0

Is there a store finder on the app n/a

Is it geo aware n/a

Nr of iOS ratings No

Average iOS rating n/a

Is there an Android app No

Nr of Android ratings No

Average Android rating n/a

No of images 3

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail Yes

Images in colour variations Yes

Reviews provider Yes

Recommendations Yes

Cross-sells/upsells No

Size Guide Yes

Delivery options prominent High

Returns policy prominent High

Stock availability per size Yes

Contact us via email, phone

Email Yes

Telephone & hours9am - 7pm Weekdays, 9am - 5pm Saturdays, 10am - 4pm Sundays

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

4 / 10

/ 10

1

8

3

Score : / 10045 Rank : 45 Site speed : 63Mobile speed : 69

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Claimed number of countries supported

196

Country specific sites enforced No

Fulfilment proposition specific to each country

No

Delivery charge to EU £8.00

Nr of days to deliver 3-6 days

Delivery charge to US £12.00

Nr of days to deliver 5-8 days

Delivery charge to AU £12.00

Nr of days to deliver 5-8 days

Ships to China Yes

Ships to Russia No

Ships to Turkey No

Ships to Brazil Yes

International / 105

Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered No

Returns / 108Search

Search History No

Auto-suggest Yes

Results per page 16

Large visuals Yes

Can change sort order Yes

Can change display type No

Multi facet search Multiple

Search by Colour Yes

Search by Brand No

Search by Material No

Search By Size Yes

Search By Sub-category No

Number of Facets 3

Search by colour swatch No

Pictures in Auto-Suggest No

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Click & collect offered Yes

When ready for collection 3-5 days

How long do you have to collect 14 days

Cost for standard delivery £3.95

Standard is free if spend is… £50.00

Standard delivery promise 3-5 days

Cost of next day £9.95

Cut-off time for next day 2pm

Is Weekend delivery an option No

Timed delivery options No

Evening options No

Evening delivery cost n/a

Free delivery optionsshutl delivery over 50 and click & collect

Track & trace No

Is Collect+ offered No

Detailed Retailer ReviewsZara

Fulfilment Proposition / 103 Checkout

Social

Mobile

Product Detail Page

No of clicks (from product to checkout completion)

3

Is Paypal offered Yes

Can you checkout without registering at all?

Yes

Guest checkout Yes

Post to Facebook Yes

Post to Pinterest Yes

Post to Twitter Yes

Post to Google Plus No

Email to a friend No

Facebook likes (000s) 24,049.1

Youtube subscribers 19,007

Youtube videos 39

Views on most popular Youtube video (000s)

262.7

Twitter followers (000s) 0.7

Twitter tweets 776

Pinterest followers 117,318

Pins 3,476

Responsive site No

Number of apps 1

Is there a store finder on the app No

Is it geo aware No

Nr of iOS ratings 313

Average iOS rating 4.5

Is there an Android app Yes

Nr of Android ratings 38,066

Average Android rating 4.1

No of images 6

Video No

Image tools Yes

Models faces shown Yes

Images of clothing detail Yes

Images in colour variations Yes

Reviews provider No

Recommendations No

Cross-sells/upsells No

Size Guide Yes

Delivery options prominent High

Returns policy prominent High

Stock availability per size No

Contact us via email, phone, social media

Email No

Telephone & hours7:30am - 6:30pm Monday to Friday, 9:00am - 3:00pm Saturday

Dynamic FAQ's Yes

Click to chat No

Click to call No

Customer Service / 108

/ 10

/ 10

9 / 10

/ 10

6

6

5

Score : / 10049 Rank : 41 Site speed : 49Mobile speed : 78

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Page 175

Claimed number of countries supported

n/a

Country specific sites enforced Yes

Fulfilment proposition specific to each country

Yes

Delivery charge to EU n/a

Nr of days to deliver n/a

Delivery charge to US n/a

Nr of days to deliver n/a

Delivery charge to AU n/a

Nr of days to deliver n/a

Ships to China n/a

Ships to Russia n/a

Ships to Turkey n/a

Ships to Brazil n/a

International / 10n/a

Returns policy prominent Yes

Are returns free Yes

Can it be returned to store Yes

Is Collect+ offered No

Returns / 108Search

Search History No

Auto-suggest Yes

Results per page all

Large visuals Yes

Can change sort order Yes

Can change display type Yes

Multi facet search Single

Search by Colour No

Search by Brand No

Search by Material No

Search By Size No

Search By Sub-category Yes

Number of Facets 1

Search by colour swatch n/a

Pictures in Auto-Suggest Yes

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