The roll-out of Fortnum & Mason's new e-commerce site has sparked a YOY improvement in mobile visits of 77 per cent, whilst mobile conversion has increased 57 per cent YOY. The retailer says that new customers are currently converting 15 per cent more than on the previous offering. In addition, the business has seen an 18 per cent reduction in calls to the customer service centre.

The site, which uses an open source e-commerce platform and such technologies as Spree Commerce and Facebook’s React, handle orders and delivery across more than 130 countries. Fortnum’s customer experience director and Board member, Zia Zareem-Slade, says: “Collectively, we’ve achieved something very special. As well as being beautifully designed, the new site is fast, slick and easy to navigate - and is truly responsive, providing the same experience across multiple devices. The site reinforces the brand experience that our customer’s expect and since the site went fully live we have seen incredible results in increased revenues, increased conversion rates, but most importantly, amazingly positive customer feedback.”

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