IKEA tops UK omnichannel retail chart
Written by Chris Lemmon
IKEA has been rated the best retailer in the UK for its omnichannel capabilities according to Red Ant’s Connected Retail Index, with Apple and Marks & Spencer completing the top three.
The index used 6,000 data points to provide insight into 200 UK retailers, with analysis of the key areas of connected customer experience from consumer applications and features such as Click and Collect to assisted sales and in-store technology.
The study found that 56 per cent of retailers do not offer a mobile app, while three quarters of retailers now offer Click and Collect. However only 10 per cent of stores have a dedicated area of the store for Click and Collect, and only half can offer a next day service.
Only one in three retailers have stock levels visible on their website, while only 44 per cent of respondents have in-store Wi-Fi. Of the retailers that do have Wi-Fi, two-thirds neglect to advertise it.
Gordon Bell, head of customer experience and multichannel development at IKEA, said: “Here at IKEA we are very aware that we all want to shop whenever and however suits us at any given time. Our plans are focused on connecting what we all know of the uniqueness of a huge IKEA store with our current and future planned different formats, as well as online and through our touch points including our support centres and the famous IKEA catalogue.”
Dan Mortimer, CEO at Red Ant, added: “The retail landscape has evolved to a point where customers have an unprecedented level of choice over how, when and where they shop, and the Connected Retail Index is a tremendous resource for identifying where our most popular retailers are and where they’re going. It’s an invaluable and timely insight into the industry as a whole – one which should help to shape the store of the future.”