Table of Contents
Executive Summary – Europe
-
-
- Figure 1: Europe – Internet retail sales (incl. VAT), 2009-14
- Figure 2: Europe – Breakdown of Europe’s internet retail sales, by country, 2014
-
- Figure 3: Europe – Internet retail sales – Forecast compound annual growth rate, by country, 2014-19
-
- Figure 4: Europe – Internet retail sales as % of all retail sales, by country, 2014
-
- Figure 5: Europe – Internet retail sales per capita, by country, 2014
-
- Figure 6: Europe – Top ten online retailers’ shares of all European internet sales, 2012 and 2013
-
E-Commerce in Europe – The Market
-
- Key points
- Europe’s online sales to double by 2019
-
- Figure 8: Europe – Internet retail sales (incl. VAT), 2009-19
- Market sizes: Germany leads
-
- Figure 9: Europe – Internet retail sales (incl. VAT), by country, 2009-14
- Figure 10: Europe – Forecast internet retail sales (incl. VAT), by country, 2014-19
- Per-capita sales: Norway leads
-
- Figure 11: Europe – Internet retail sales per capita (incl. VAT), by country, 2009-14
- Online as percentage of all retail: UK leads
-
- Figure 12: Europe – Internet retail sales as % of all retail sales, by country, 2009-14
- Figure 13: Europe – Internet retail sales as % of all retail sales, by country, 2014-19
- Europe’s leading online retailers
-
- Figure 14: Europe – Leading online retailers’ net revenues, 2012 and 2013
-
- Figure 15: Europe – Leading online retailers’ shares of all European internet sales, 2012 and 2013
E-Commerce in Europe – The Consumer
-
- Key points
- Mintel’s consumer data
- Devices used to shop online
-
- Figure 16: Europe – The consumer: Devices used to buy products online in the last 12 months – any device, by country, April 2014
-
- Figure 17: Europe – The consumer: Devices used to buy products online in the last 12 months – laptop/desktop computer, by country, April 2014
-
- Figure 18: Europe – The consumer: Devices used to buy products online in the last 12 months – smartphone, by country, April 2014
-
- Figure 19: Europe – The consumer: Devices used to buy products online in the last 12 months – tablet computer, by country, April 2014
- What they bought online
-
- Figure 20: Europe – The consumer: Items bought online in the last 12 months, by country, April 2014
- What would improve the online shopping experience
-
- Figure 21: Europe – The consumer: Factors likely to improve the online shopping experience, by country, April 2014
- Online shopping around Europe
- Recent shopping online – any purchase
-
- Figure 22: Europe – The consumer: percentage of all individuals purchasing any goods/services online in the last three months, 2009-13
-
- Figure 23: Europe – The consumer: percentage of all individuals purchasing any goods/services online in the last 12 months, 2009-13
- By category
- Food
-
- Figure 24: Europe – The consumer: percentage of all individuals purchasing food/groceries online in the last 12 months, 2009-13
- Apparel
-
- Figure 25: Europe – The consumer: percentage of all individuals purchasing clothes/sports goods online in the last 12 months, 2009-13
- Electrical and household goods
-
- Figure 26: Europe – The consumer: percentage of all individuals purchasing electronic equipment online in the last 12 months, 2009-13
-
- Figure 27: Europe – The consumer: percentage of all individuals purchasing household goods online in the last 12 months, 2009-13
- What we think
- UK
- Germany
- France
- Italy
- Spain
France
-
- Executive summary
- The market environment
- Channel size and forecast
- Leading online retailers
- The consumer
- What we think
- The market environment
- Key points
- Device ownership and internet usage
-
- Figure 28: France – device ownership, February 2014
- Figure 29: France – Broadband penetration, 2006-13 (as % all households)
- Online activities: 58% buy online
-
- Figure 30: France – Numbers saying they have bought online in the last year, 2006-13
- Market size and forecast
- Key points
- Online growth lags Germany and the UK
- Steady growth
-
- Figure 31: France – Online sales in France, 2010-14
- Figure 32: France – Forecast online sales, 2015-19
- Segmentation
-
- Figure 33: France – Online retail sales, segmentation by major categories, 2013
- Figure 34: France – Online sales penetration by leading sectors, 2013
- Leading online retailers
- Key points
- Who does what
- Website visitors
-
- Figure 35: France – Top 20 sites by number of unique visitors, February 2014
- Figure 36: France – Top 20 sites by number of pages viewed, February 2014
- Leading retailers by sales
-
- Figure 37: France – Leading online retailers, 2013
- Market shares
-
- Figure 38: France – Leading online retailers, market shares, 2013
- The consumer
- Key points
- The Consumer: shopping online by device
-
- Figure 39: France – The consumer: Device usage for buying goods in the last 12 months, April 2014
-
- Figure 40: France – The consumer: Profile of online buyers by device used, April 2014
- The consumer: What they buy online
-
- Figure 41: France – The consumer: Products bought online, April 2014
- Figure 42: France – The consumer: Products bought online in the last 12 months, by device used – as % of all online shoppers, April 2014
-
- Figure 43: France – The consumer: Proportion of sample who bought online – as % of shoppers via device, April 2014
- The consumer: What would improve online shopping
-
- Figure 44: France – The consumer: What would improve the online shopping experience, April 2014
Germany
-
- Executive summary
- The market environment
- Market size and forecast
- The leading online retailers
- The consumer: Shopping online by device used
- The consumer: What they buy online
- The consumer: What would improve online shopping
- What we think
- The market environment
- Key points
- Online activities: 93% buy online
- Device ownership: Tablet ownership reaches 35%
-
- Figure 45: Germany – Technology products in household, February 2014
- Broadband connections reach 85% of households
-
- Figure 46: Germany – Percentage of households with a broadband internet connection, 2009-13
- Modest strengthening of retail sales
-
- Figure 47: Germany – Annual growth in all retail sales, 2012-15
- Market size and forecast
- Key points
- Online set to take 10% of retail
- Sustained strong growth
-
- Figure 48: Germany – Online retail sales (incl. VAT), 2009-14
-
- Figure 49: Germany – Online retail sales forecasts (incl. VAT), 2014-19
- Segmentation by major categories
-
- Figure 50: Germany – Online retail sales, segmentation by major categories, in % terms, 2013
- Figure 51: Germany – Estimated online retail sales, by major categories, 2013
- Leading online retailers
- Key points
- Pureplays are strong
-
- Figure 52: Germany – Leading online retailers: net internet sales, 2012 and 2013
- Percentage of sales generated online: Rewe Group trailing
-
- Figure 53: Germany – Leading online retailers: proportion of total sales generated online, 2013
- Store-based retailers slow to move online
- Recent developments
- Leading retail sites by visitor numbers
-
- Figure 54: Germany – Leading retail websites, by visitor numbers, February 2014
- Market shares
-
- Figure 55: Germany: Leading online retailers: shares of all internet retail sales, 2012/13
- The consumer: Shopping online by device
- Key points
- What we asked
- 38% buy via a mobile device
-
- Figure 56: Germany – The consumer: Devices used to buy products online in the last 12 months, April 2014
- How mobile is mobile?
-
- Figure 57: Germany – The consumer: Devices used to buy products online in the last 12 months, by location used, April 2014
- No surprise – mobile shoppers are younger and more affluent
-
- Figure 58: Germany – The consumer: Devices used to buy products online in the last 12 months, by location used, April 2014
- The consumer: What they buy online
- Key points
- What we asked
- Clothing and footwear lead
-
- Figure 59: Germany – The consumer: Items bought online in the last 12 months, April 2014
-
- Figure 60: Germany – The consumer: Items bought online in the last 12 months, by device used to shop, April 2014
- By average age and affluence
-
- Figure 61: Germany – The consumer: Items bought online in the last 12 months, by average age/affluence, April 2014
- Grocery in context
-
- Figure 62: Europe – The consumer: Proportion buying food/drink online in the last 12 months, April 2014/May 2014 (UK)
- The consumer: What would improve online shopping
- Key points
- What we asked
- Delivery issues prominent
-
- Figure 63: Germany – The consumer: Factors likely to improve the online shopping experience, April 2014
-
- Figure 64: Germany – The consumer: Factors likely to improve the online shopping experience, April 2014
- What they want, crossed by what they buy
-
- Figure 65: Germany – The consumer: Factors likely to improve the online shopping experience, by what they have bought online in the past 12 months, April 2014
- What they want, crossed by devices used to shop online
-
- Figure 66: Germany – The consumer: Factors likely to improve the online shopping experience, by devices used to shop online in the past 12 months, April 2014
Italy
-
- Executive summary
- The market environment
- Market size and forecast
- Leading online retailers
- The consumer
- What we think
- The market environment
- Key points
- Device ownership and internet usage
-
- Figure 67: Italy – Household broadband access, 2005-13
-
- Figure 68: Italy – Device ownership, February 2014
- Online activities: Only 20% buy online
-
- Figure 69: Italy – Numbers saying they last bought online in last year, 2005-13
- Market size and forecast
-
- Figure 70: Italy – Online sales, incl. VAT, 2009-14
- Figure 71: Italy – Online sales, incl. VAT, 2014-19
- Segmentation
-
- Figure 72: Online retail sales: Segmentation by major categories, 2013
- Figure 73: Italy – Online sales penetration by leading sectors, 2013
- Leading online retailers
- Key points
- Who does what
- Website visitors
-
- Figure 74: Italy – Top 20 sites by number of unique visitors, February 2014
- Figure 75: Italy – Top 20 sites by number of pages viewed, February 2014
- Leading retailers by sales
-
- Figure 76: Italy – Leading online retailers, sales (excl. VAT), 2013
- Market shares
-
- Figure 77: Italy – Leadng online retailers, market shares, 2013
- The consumer
- Key points
- The Consumer: Shopping online by device
-
- Figure 78: Italy – The consumer: Device usage by location for buying goods in the last 12 months, April 2014
-
- Figure 79: Italy – The consumer: Profile of those who use their device for shopping, April 2014
-
- Figure 80: Italy – The consumer: Profile of who uses their device where, April 2014
- The consumer: What they buy online
-
- Figure 81: Italy – The consumer: Products bought online, April 2014
-
- Figure 82: Italy: The consumer: Products bought online in the last 12 months, by device used – as % of all online shoppers, April 2014
-
- Figure 83: Italy – The consumer: Profile of buyers of particular goods, April 2014
- The consumer: what would improve online shopping
-
- Figure 84: Italy – The consumer: What would improve the online shopping experience, April 2014
-
- Figure 85: Italy – The consumer: Profiles of who would like what to improve the online shopping experience, April 2014
Spain
-
- Executive summary
- The market environment
- Market size and forecast
- Leading online retailers
- The consumer: Shopping online by device used
- The consumer: What they buy online
- The consumer: What would improve online shopping
- What we think
- The market environment
- Key points
- Online activities: 77% buy online
- Device ownership: Tablet ownership reaches 51%
-
- Figure 86: Spain – Technology products in household, February 2014
- Broadband connections reach 69% of households
-
- Figure 87: Spain – Percentage of households with a broadband internet connection, 2009-13
- Modest strengthening of retail sales
-
- Figure 88: Spain – Annual growth in all retail sales, 2012-15
- Market size and forecast
- Key points
- Online’s relative importance is low at 2.9% of all retail sales
- Sustained strong growth
-
- Figure 89: Spain – Online retail sales (incl. VAT), 2009-14
-
- Figure 90: Spain – Online retail sales forecasts (incl. VAT), 2014-19
- Segmentation by major categories
-
- Figure 91: Spain – Online retail sales, segmentation by major categories, 2013
- Figure 92: Spain – Estimated online retail sales, by major categories, 2013
- Leading online retailers
- Key points
- El Corte Inglés leads the market
-
- Figure 93: Spain – Major online retailers by estimated net online revenues, 2012 and 2013
- Leading retail sites by visitor numbers
-
- Figure 94: Spain – Leading retail websites, by visitor numbers, February 2014
- Market shares
-
- Figure 95: Spain – Leading retailers shares of online sales, 2012 and 2013
- The consumer: Shopping online by device used
- Key points
- What we asked
- Laptops and desktops dominate
-
- Figure 96: Spain – The consumer: devices used to buy products online in the 12 months, April 2014
-
- Figure 97: Spain – The consumer: Mobile devices used to buy products online in the last 12 months, April 2014
- Men more likely to shop from mobile devices
-
- Figure 98: Spain – The consumer: devices used to buy products online in the last 12 months by gender, April 2014
- Mobile usage declines with age
-
- Figure 99: Spain – The consumer: Devices used to buy products online in the last 12 months by age, April 2014
- The consumer: What they buy online
- Key points
- What we asked
- Clothing and footwear most popular
-
- Figure 100: Spain – The consumer: Items bought online in the last 12 months, April 2014
- Patterns differ according to device used
-
- Figure 101: Spain: The consumer: Products bought online in the last 12 months, by device used – as % of all online shoppers, April 2014
-
- Figure 102: Spain – The consumer: Items bought online in the last 12 months, by type of device – as % of shoppers via device, April 2014
- The consumer: What would improve online shopping
- Key points
- What we asked
- Integrating shopping into busy lives
-
- Figure 103: Spain – The consumer: Factors likely to improve the online shopping experience, April 2014
- Offering more delivery choices
- Same-day delivery appeals to the young
-
- Figure 104: Spain – The consumer: those who would like same-day delivery by age, April 2014
- Early or late deliveries appeal to the family shopper
-
- Figure 105: Spain – The consumer: Those who would like early or late delivery by age, April 2014
- Where do shoppers want to collect online orders?
United Kingdom
-
- Introduction
- Market definition
- Financial definitions
- VAT
- Abbreviations
- Executive summary
- The market
- Online reaches 11% of all retail sales
-
- Figure 106: Internet retail sales (incl. VAT), 2009-19
- Share of all retailing
-
- Figure 107: Internet retail sales as % of all retail sales, 2009-19
- Market segmentation
-
- Figure 108: Breakdown of online retail sales by major category, 2014 (est)
-
- Figure 109: Online sales as % of total category sales, 2013 and 2014
- Companies, brands and innovation
-
- Figure 110: Leading online retailers: share of all online retail sales, 2013
- The consumer
- Shopping online, by device used
-
- Figure 111: The consumer: devices used to buy products online in the last 12 months, May 2014
- Categories bought, by device used
-
- Figure 112: The consumer: Items bought online in the last 12 months – any device, May 2014
-
- Figure 113: The consumer: Items bought online in the last 12 months – by device, May 2014
- Where they shopped, by food and non-food
-
- Figure 114: The consumer: Retailers used for food/drink purchases online in the past 12 months, May 2014
-
- Figure 115: The consumer: Retailers used for non-food purchases online in the past 12 months, May 2014
- Delivery, return and customers services used
-
- Figure 116: The consumer: Online delivery/return services and customer services used, May 2014
- Delivery, return and customers services they would use again
-
- Figure 117: The consumer: Likelihood of using online delivery/return services or customer services again, May 2014
- What would improve the online shopping experience
-
- Figure 118: The consumer: Factors likely to improve the online shopping experience, May 2014
- What we think
- Issues and insights
- How big will online get?
- The facts
- The implications
- Why are pureplays outperforming?
- The facts
- The implications
- Does m-commerce matter?
- The facts
- The implications
- Trend application
- Experience is all
- Life hacking
- Mintel futures
- The market environment
- Key points
- Proportion shopping online
-
- Figure 119: The consumer: Percentage having shopped online in the past three months, June 2013, September 2013, December 2013 and April 2014
- Device ownership
-
- Figure 120: Technology products personally owned, selected internet-enabled products, June 2013, September 2013, December 2013 and April 2014
-
- Figure 121: Technology products in household, selected internet-enabled products, June 2013, September 2013, December 2013 and April 2014
- Broadband access
-
- Figure 122: Percentage of all households with broadband access, 2011-13
- Consumer context
-
- Figure 123: Consumer confidence levels, June 2013-May 2014
-
- Figure 124: Annual % change in average weekly earnings versus annual % change in consumer prices, January 2010-February 2014
- Market size and forecast
- Key points
- Growth buoyed by m-commerce in 2013
-
- Figure 125: Internet retail sales (incl. VAT), 2009-19
-
- Figure 126: Internet retail sales as % of all retail sales, 2009-19
-
- Figure 127: Internet retail sales (incl. VAT), in current and constant prices, 2009-19
- Segmentation: Store-based retailers versus non-store retailers
-
- Figure 128: Internet retail sales, segmented by store-based/non-store retailers, 2014 (est)
- Segmentation: Store-based retailers slowly losing out
-
- Figure 129: Internet retail sales by store-based retailers (incl. VAT), 2009-19
-
- Figure 130: Internet retail sales by store-based retailers (incl. VAT), in current and constant prices, 2009-19
- Segmentation: Non-store retailers gaining share
-
- Figure 131: Internet retail sales by retailers without stores (incl. VAT), 2009-19
-
- Figure 132: Breakdown of internet retail sales by retailers without stores, by type of retailer, 2012-14
-
- Figure 133: Internet retail sales by retailers without stores (incl. VAT), in current and constant prices, 2009-19
- Forecast methodology
- The fan chart
- Segmentation by product category
- Key points
- Apparel, electricals and grocery dominate online
-
- Figure 134: Breakdown of online retail sales by major category, 2014 (est)
-
- Figure 135: Breakdown of online retail sales by major category (incl. VAT where applicable), in £ and % terms, 2013 and 2014 (est)
- Proportion of sales online by category
-
- Figure 136: Online sales as % of total category sales, 2013 and 2014
- Review of major product categories
- Electrical goods
- Clothing and footwear
- Grocery
- Digital spending
- Key points
- Digital set to near £2 billion
-
- Figure 137: Breakdown of estimated spending on digital entertainment products, 2014
-
- Figure 138: Digital sales – e-books, 2013 and 2014
- Figure 139: Digital sales – music, 2013 and 2014
- Figure 140: Digital sales – video, 2013 and 2014
-
- Figure 141: Digital sales – computer/console games, 2013 and 2014
- Who’s innovating?
- Key points
- Parcelpod offers immediate returns
- Shopping centre launches superior click-and-collect service
- iBeacon proximity technology to alert shoppers
- Point-and-buy shopping app
- Amazon smartphone’s product recognition technology
- Bluetooth enabled shop mannequins
- Premier shopping street to pioneer unique app
- New app aimed at time-conscious shoppers
- Apps that make the world ‘shoppable’
- Virtual trunk shows
- Strengths and weaknesses
- Strengths
- Weaknesses
- Leading online retailers
- Key points
- The top 25 online retailers: Amazon retains a major lead
-
- Figure 142: Leading online retailers’ net internet revenues, 2011-13
- Top 25: Pureplays versus multichannel
-
- Figure 143: Distribution of the revenues of the top-25 online retailers (as ranked in 2013), by type of retailer, 2011-13
- Top 25: Proportion of sales generated online
-
- Figure 144: Top 25 online retailers: Proportion of total sales transacted online, 2013
- Top 25: By main category traded in
-
- Figure 145: Top 25 online retailers, by major category traded in, 2013
- Market shares
- Key points
- Top 25 account for 72% of all online sales
-
- Figure 146: Top 25 online retailers: Share of all online retail sales, 2011-13
- Brand research
- Brand map
-
- Figure 147: Attitudes towards and usage of brands in the online shopping sector, May 2014
- Correspondence analysis
- Brand attitudes
-
- Figure 148: Attitudes, by online shopping brand, May 2014
- Brand personality
-
- Figure 149: Online shopping brand personality – macro image, May 2014
-
- Figure 150: Online shopping brand personality – micro image, May 2014
- Brand experience
-
- Figure 151: Online shopping brand usage, May 2014
-
- Figure 152: Satisfaction with various online shopping brands, May 2014
-
- Figure 153: Consideration of online shopping brands, May 2014
-
- Figure 154: Consumer perceptions of current online shopping brand performance, May 2014
- Brand recommendation
-
- Figure 155: Likely recommendation of various online shopping brands, May 2014
- The consumer – Leading food retailers – Customer profiles
- Key points
- Note on the charts
- Region
-
- Figure 156: Leading online food retailers, relative strength by region, May 2014
- Area lived in
-
- Figure 157: Leading online food retailers, relative strength by type of area lived in, May 2014
- Financial situation
-
- Figure 158: Leading online food retailers, relative strength by current financial situation, May 2014
- The consumer – Leading non-food retailers – Customer profiles
- Key points
- Region
-
- Figure 159: Leading clothing and department store retailers, relative strength by region, May 2014
- Figure 160: Leading online electrical/DIY retailers, relative strength by region, May 2014
- Figure 161: Leading online miscellaneous retailers, relative strength by region, May 2014
- Area lived in
-
- Figure 162: Leading clothing and department store retailers, relative strength by type of area lived in, May 2014
- Figure 163: Leading online electrical/DIY retailers, relative strength by type of area lived in, May 2014
- Figure 164: Leading online miscellaneous retailers, relative strength by type of area lived in, May 2014
- Financial situation
-
- Figure 165: Leading clothing and department store retailers, relative strength by financial situation, May 2014
- Figure 166: Leading online electrical/DIY retailers, relative strength by financial situation, May 2014
- Figure 167: Leading online miscellaneous retailers, relative strength by financial situation, May 2014
- The consumer – Devices used and who buys what
- Key points
- What we asked
- Devices for online access
-
- Figure 168: Smartphone, laptop and tablet ownership, May 2014
- Devices used for shopping and where
-
- Figure 169: Device usage for shopping, May 2014
- Who does what
-
- Figure 170: Profile of devices users, May 2014
- Who buys what, and on which devices
-
- Figure 171: The consumer: Items bought online in the last 12 months – any device, May 2014
-
- Figure 172: Items bought online in the last 12 months by device, as % of all respondents, May 2014
- Proportion of device owners buying by category
-
- Figure 173: Items bought online in the last 12 months by device, as % of device owners, May 2014
- Figure 174: Profile of shoppers by products bought, May 2014
- Repertoire analysis
-
- Figure 175: Number of non-food items bought by device, May 2014
-
- Figure 176: Number of different non-food items bought by device, May 2014
- Using devices for research
-
- Figure 177: Device usage for research as % of all online buyers, May 2014
-
- Figure 178: Device usage for research as % all device owners, May 2014
- The consumer – Who shops where
- Key points
- What we asked
- Food
-
- Figure 179: Food buyers – where they shop, May 2014
- Amazon
- Profiles
-
- Figure 180: Online food shoppers profile, May 2014
- Repertoire
-
- Figure 181: Number of different online food retailers used, May 2014
- Non-foods
-
- Figure 182: Non-food buyers – where they shop online, May 2014
- Spend per customer
-
- Figure 183: Estimated online non-food sales per customer, 2013
- Repertoire
-
- Figure 184: Number of retailers non-foods bought from online, May 2014
- Figure 185: Number of retailers used to buy non-foods online, by age and socio-economic group, May 2014
- Profile of online non-food shoppers
-
- Figure 186: Profile of online non-food shoppers by retailers used, May 2014
- Food shoppers – purchases and retailers used
-
- Figure 187: Non-food products bought online by grocery shoppers, May 2014
- Non-food shoppers – purchases and retailers used
-
- Figure 188: Products bought by online shoppers from clothing and department store retailers, May 2014
-
- Figure 189: Products bought by online shoppers from homewares retailers, May 2014
-
- Figure 190: Products bought by online shoppers from other non-food retailers, May 2014
- The consumer – Service and delivery
- Key points
- What we asked
- Home delivery still far more popular than click-and-collect
-
- Figure 191: Delivery and returns methods used, May 2014
- Delivery and returns
-
- Figure 192: Delivery and return profiles, by age and socio-economic group, May 2014
- Personal service
-
- Figure 193: Online shopping – use of service options, May 2014
- Figure 194: Profile of users contacting customer services, May 2014
- Service and delivery – likelihood of using again
-
- Figure 195: Delivery and service options – likelihood of using again, May 2014
-
- Figure 196: Delivery and service options – likelihood of using again, May 2014
- The consumer – Attitudes – What they would like
- Key points
- What we asked
- Delivery improvements are most popular
-
- Figure 197: What would improve the online shopping experience, May 2014
- Figure 198: Profile of those who want different services, May 2014
Amazon Europe
-
- What we think
- Company background
- Company performance
-
- Figure 199: Amazon.com Inc: Group financial performance, 2009-13
- Sales mix
-
- Figure 200: Amazon Europe: Estimated composition of sales, 2013
- Mintel’s consumer research
-
- Figure 201: The consumer: Percentage that bought electrical goods from Amazon in the past year, January 2014
-
- Figure 202: The consumer: Percentage that bought clothing from Amazon in the past year, August 2013
- Retail offering
-
- Figure 203: Number of SKUs listed on Amazon.co.uk, May 2014
AO World
-
- What we think
- Company background
- Company performance
-
- Figure 204: Appliances Online/DRL Ltd: Group financial performance, 2008/09-2013/14
-
- Figure 205: AO World: Divisional sales, 2012/13-2013/14
- Retail offering
Argos
-
- What we think
- Company background
- Company performance
-
- Figure 206: Argos: Group financial performance, 2009-10-2013/14
-
- Figure 207: Argos: Outlet data, 2009-10-2013/14
- Retail offering
-
- Figure 208: Argos: Product mix by sales and numbers of items, 2013/14
Asos
-
- What we think
- Company background
- Company performance
-
- Figure 209: ASOS: Group financial performance, 2009-10 and 2012-13
- Retail offering
Carrefour
-
- What we think
- Company background
- Company performance
-
- Figure 210: Carrefour: Group financial performance, 2009-2013
- Retail offering
Cdiscount
-
- What we think
- Company background
- Company performance
-
- Figure 211: Cdiscount: Sales performance, excl. sales tax, 2009-13
- Retail offering
Darty Group
-
- What we think
- Company background
- Company performance
-
- Figure 212: Darty Group: Group financial performance, 2009/10-2013/14
- Figure 213: Darty Group: Outlet data, 2009/10-2013/14
- Retail offering
Debenhams.com
-
- What we think
- Company background
- Company performance
-
- Figure 214: Debenhams: Group financial performance, 2008-09 and 2012-13
- Retail offering
Dixons Carphone
-
- What we think
- Company background
- Company performance
-
- Figure 215: Dixons retail, Estimated online sales, 2013/14
- Figure 216: Dixons Retail Plc: Group financial performance, 2008/09-2013/14
- Figure 217: Dixons Retail Plc: Outlet data, 2008/09-2013/14
-
- Figure 218: The Carphone Warehouse Plc: Group financial performance, 2008/09-2013/14
- Figure 219: The Carphone Warehouse Plc: Outlet data, 2008/09-2013/14
- Retail offering
-
- Figure 220: Dixons retail: UK sales mix, 2012/13
eBay Inc.
-
- What we think
- Company background
- Company performance
-
- Figure 221: eBay Inc.: Group financial performance, 2009-13
-
- Figure 222: International sales as % of eBay Inc’s total net revenues (a) / gross merchandise volumes (b)
- Figure 223: eBay Marketplaces segment: number of active users, 2009-13
- Retail offering
-
- Figure 224: Number of SKUs listed on eBay.co.uk, April 2014
El Corte Inglés
-
- What we think
- Company background
- Company performance
-
- Figure 225: El Corte Ingles group: Retail financial performance, 2008/09-2013/14
-
- Figure 226: El Corte Ingles group: Estimated online sales, 2010/11-2013/14
- Retail offering
Fnac
-
- What we think
- Company background
- Company performance
-
- Figure 227: Fnac: Group financial performance, 2009-13
-
- Figure 228: Fnac: Online sales, 2012-13
- Figure 229: Fnac Outlet numbers, 2009-13
- Retail offering
Johnlewis.com
-
- What we think
- Company background
- Company performance
-
- Figure 230: John Lewis Partnership: Group financial performance, 2009/10-2013/14
- Retail offering
La Redoute
-
- What we think
- Company background
- Company performance
-
- Figure 231: Redcats/La Redoute: Group financial performance, 2009-13
- Retail offering
Media-Saturn Group (Media Markt/Saturn/Redcoon)
-
- What we think
-
- Figure 232: Germany – The consumer: Retailers from which electrical goods were purchased online in the past 12 months, leading options, January 2014
- Company background
- Company performance
-
- Figure 233: Media-Saturn Group: Group financial performance, 2008/09-2012/13
-
- Figure 234: Media-Saturn Group: Outlet data, 2008/09-2012/13
- Retail offering
Next Directory
-
- What we think
- Company background
- Company performance
-
- Figure 235: Next PLC: Group and selected divisions financial performance (excl. VAT), 2009-10 and 2013-14
- Retail offering
Ocado
-
- What we think
- Company background
- Company performance
-
- Figure 236: Ocado Group Plc: Group financial performance, 2008-09 and 2012-13
-
- Figure 237: Ocado Group Plc: Key customer metrics, 2008-09 and 2012-13
- Retail offering
Otto Group (Multichannel Retail)
-
- What we think
- Company background
- Company performance
-
- Figure 238: Otto Group (Multichannel Retail): Group financial performance, 2009-10 and 2013-14
- Retail offering
-
- Figure 239: Otto group: Main European brands, June 2014
Rakuten Ichiba
-
- What we think
- Company background
- Company performance
-
- Figure 240: Rakuten: Gross merchandise sales, 2009-13
- Figure 241: Rakuten: Consolidated operating results by division, 2012-13
Shop Direct
-
- What we think
- Company background
- Company performance
-
- Figure 242: Shop Direct: Group financial performance, 2008-09 and 2012-13
- Retail offering
-
- Figure 243: Shop Direct: Estimated sales breakdown, 2013/14
Tesco Direct
-
- What we think
- Company background
- Company performance
-
- Figure 244: Tesco Plc: Group financial performance, 2009-10 and 2013-14
- Figure 245: Tesco Plc: Estimated net internet revenues, 2011/12-2013/14
- Retail offering
vente-privee.com
-
- What we think
- Company background
- Company performance
-
- Figure 246: Vente Privee: Group sales performance, 2009-13
- Retail offering
Zalando
-
- What we think
- Company background
- Company performance
-
- Figure 247: Zalando: Group financial performance, 2010-13
- Retail offering
Appendix – Broader Market Environment
-
- Online
-
- Figure 248: Europe – Percentage of households with a broadband internet connection, by country, 2009-13
- Figure 249: Europe – Percentage of all individuals accessing the internet daily, 2009-13
- Consumer confidence
-
- Figure 250: Europe – Consumer confidence levels, July 2013 – June 2014
- Population
-
- Figure 251: Europe: Population, total and by age group, 2010
- Figure 252: Europe: Forecast population, total and by age group, 2015
- Figure 253: Europe: Forecast population, total and by age group, 2015
- Gross domestic product
-
- Figure 254: Europe – Gross domestic product, at current prices, 2012 and 2013
- Figure 255: Europe – Real-terms year-on-year GDP growth, 2009-13
- Consumer spending
-
- Figure 256: Europe – Consumer spending, at current prices, 2012 and 2013
- Figure 257: Europe – Real-terms year-on-year growth in consumer spending, 2009-13
- Inflation
-
- Figure 258: Europe – Harmonised indices of consumer prices – annual % change, all items, 2009-13
- Interest rates
-
- Figure 259: Europe – Central bank interest rates, 2009-13
Appendix – European Comparisons
-
-
- Figure 260: Devices used to buy products online in the last 12 months, by country, April 2014
- Figure 261: Items bought online in the last 12 months, by country, April 2014
- Figure 262: Items bought online in the last 12 months, by country, April 2014
-
- Figure 263: Items bought online in the last 12 months, by country, April 2014
- Figure 264: Items bought online in the last 12 months, by country, April 2014
- Figure 265: Factors likely to improve the online shopping experience, by country, April 2014
-
Appendix – The Consumer – France
-
-
- Figure 266: Factors likely to improve the online shopping experience, by devices used to buy products online in the last 12 months – Mobile Total, France, April 2014
-
- Figure 267: Factors likely to improve the online shopping experience, by devices used to buy products online in the last 12 months – Smartphone, France, April 2014
-
- Figure 268: Factors likely to improve the online shopping experience, by devices used to buy products online in the last 12 months – Tablet, France, April 2014
-
- Figure 269: Factors likely to improve the online shopping experience, by devices used to buy products online in the last 12 months – Laptop/desktop computer, France, April 2014
-
- Figure 270: Factors likely to improve the online shopping experience, by most popular items bought online in the last 12 months – Any device, France, April 2014
-
- Figure 271: Factors likely to improve the online shopping experience, by next most popular items bought online in the last 12 months – Any device, France, April 2014
-
- Figure 272: Factors likely to improve the online shopping experience, by other items bought online in the last 12 months – Any device, France, April 2014
-
- Figure 273: Factors likely to improve the online shopping experience, by most popular items bought online in the last 12 months – Using laptop/desktop computer, France, April 2014
-
- Figure 274: Factors likely to improve the online shopping experience, by next most popular items bought online in the last 12 months – Using laptop/desktop computer, France, April 2014
-
- Figure 275: Factors likely to improve the online shopping experience, by other items bought online in the last 12 months – Using laptop/desktop computer, France, April 2014
-
- Figure 276: Factors likely to improve the online shopping experience, by items bought online in the last 12 months – Using smartphone device, France, April 2014
-
- Figure 277: Devices used to buy products online in the last 12 months – Mobile total, by demographics, France, April 2014
-
- Figure 278: Devices used to buy products online in the last 12 months – Smartphone, by demographics, France, April 2014
-
- Figure 279: Devices used to buy products online in the last 12 months – Tablet, by demographics, France, April 2014
-
- Figure 280: Devices used to buy products online in the last 12 months – Laptop/desktop computer, by demographics, France, April 2014
-
- Figure 281: Most popular items bought online in the last 12 months – Any device, by demographics, France, April 2014
-
- Figure 282: Next most popular items bought online in the last 12 months – Any device, by demographics, France, April 2014
-
- Figure 283: Other items bought online in the last 12 months – Any device, by demographics, France, April 2014
-
- Figure 284: Most popular items bought online in the last 12 months – Using laptop/desktop computer, by demographics, France, April 2014
-
- Figure 285: Next most popular items bought online in the last 12 months – Using laptop/desktop computer, by demographics, France, April 2014
-
- Figure 286: Other items bought online in the last 12 months – Using laptop/desktop computer, by demographics, France, April 2014
-
- Figure 287: Most popular items bought online in the last 12 months – Using smartphone device, by demographics, France, April 2014
-
- Figure 288: Next most popular items bought online in the last 12 months – Using smartphone device, by demographics, France, April 2014
-
- Figure 289: Other items bought online in the last 12 months – Using smartphone device, by demographics, France, April 2014
-
- Figure 290: Most popular factors likely to improve the online shopping experience, by demographics, France, April 2014
-
- Figure 291: Next most popular factors likely to improve the online shopping experience, by demographics, France, April 2014
-
- Figure 292: Other factors likely to improve the online shopping experience, by demographics, France, April 2014
-
Appendix – The Consumer – Germany
-
-
- Figure 293: Factors likely to improve the online shopping experience, by devices used to buy products online in the last 12 months – Mobile total, Germany, April 2014
-
- Figure 294: Factors likely to improve the online shopping experience, by devices used to buy products online in the last 12 months – Smartphone, Germany, April 2014
-
- Figure 295: Factors likely to improve the online shopping experience, by devices used to buy products online in the last 12 months – Tablet, Germany, April 2014
-
- Figure 296: Factors likely to improve the online shopping experience, by devices used to buy products online in the last 12 months – Laptop/desktop computer, Germany, April 2014
-
- Figure 297: Factors likely to improve the online shopping experience, by most popular items bought online in the last 12 months – Any device, Germany, April 2014
-
- Figure 298: Factors likely to improve the online shopping experience, by next most popular items bought online in the last 12 months – Any device, Germany, April 2014
-
- Figure 299: Factors likely to improve the online shopping experience, by other items bought online in the last 12 months – Any device, Germany, April 2014
-
- Figure 300: Factors likely to improve the online shopping experience, by most popular items bought online in the last 12 months – Using laptop/desktop computer, Germany, April 2014
-
- Figure 301: Factors likely to improve the online shopping experience, by next most popular items bought online in the last 12 months – Using laptop/desktop computer, Germany, April 2014
-
- Figure 302: Factors likely to improve the online shopping experience, by other items bought online in the last 12 months – Using laptop/desktop computer, Germany, April 2014
-
- Figure 303: Factors likely to improve the online shopping experience, by items bought online in the last 12 months – Using smartphone device, Germany, April 2014
-
- Figure 304: Devices used to buy products online in the last 12 months – Mobile total, by demographics, Germany, April 2014
-
- Figure 305: Devices used to buy products online in the last 12 months – Smartphone, by demographics, Germany, April 2014
-
- Figure 306: Devices used to buy products online in the last 12 months – Tablet, by demographics, Germany, April 2014
-
- Figure 307: Devices used to buy products online in the last 12 months – Laptop/desktop computer, by demographics, Germany, April 2014
-
- Figure 308: Most popular items bought online in the last 12 months – Any device, by demographics, Germany, April 2014
-
- Figure 309: Next most popular items bought online in the last 12 months – Any device, by demographics, Germany, April 2014
-
- Figure 310: Other items bought online in the last 12 months – Any device, by demographics, Germany, April 2014
-
- Figure 311: Most popular items bought online in the last 12 months – Using laptop/desktop computer, by demographics, Germany, April 2014
-
- Figure 312: Next most popular items bought online in the last 12 months – Using laptop/desktop computer, by demographics, Germany, April 2014
-
- Figure 313: Other items bought online in the last 12 months – Using laptop/desktop computer, by demographics, Germany, April 2014
-
- Figure 314: Most popular items bought online in the last 12 months – Using smartphone device, by demographics, Germany, April 2014
-
- Figure 315: Next most popular items bought online in the last 12 months – Using smartphone device, by demographics, Germany, April 2014
-
- Figure 316: Other items bought online in the last 12 months – Using smartphone device, by demographics, Germany, April 2014
-
- Figure 317: Most popular factors likely to improve the online shopping experience, by demographics, Germany, April 2014
-
- Figure 318: Next most popular factors likely to improve the online shopping experience, by demographics, Germany, April 2014
-
- Figure 319: Other factors likely to improve the online shopping experience, by demographics, Germany, April 2014
-
Appendix – The Consumer – Italy
-
-
- Figure 320: Factors likely to improve the online shopping experience, by most popular items bought online in the last 12 months – Any device, Italy, April 2014
-
- Figure 321: Factors likely to improve the online shopping experience, by next most popular items bought online in the last 12 months – Any device, Italy, April 2014
-
- Figure 322: Factors likely to improve the online shopping experience, by other items bought online in the last 12 months – Any device, Italy, April 2014
-
- Figure 323: Factors likely to improve the online shopping experience, by most popular items bought online in the last 12 months – Using laptop/desktop computer, Italy, April 2014
-
- Figure 324: Factors likely to improve the online shopping experience, by next most popular items bought online in the last 12 months – Using laptop/desktop computer, Italy, April 2014
-
- Figure 325: Factors likely to improve the online shopping experience, by other items bought online in the last 12 months – Using laptop/desktop computer, Italy, April 2014
-
- Figure 326: Factors likely to improve the online shopping experience, by items bought online in the last 12 months – Using smartphone device, Italy, April 2014
-
- Figure 327: Factors likely to improve the online shopping experience, by items bought online in the last 12 months – Using a tablet device, Italy, April 2014
-
- Figure 328: Devices used to buy products online in the last 12 months – Mobile total, by demographics, Italy, April 2014
-
- Figure 329: Devices used to buy products online in the last 12 months – Smartphone, by demographics, Italy, April 2014
-
- Figure 330: Devices used to buy products online in the last 12 months – Tablet, by demographics, Italy, April 2014
-
- Figure 331: Devices used to buy products online in the last 12 months – Laptop/desktop computer, by demographics, Italy, April 2014
-
- Figure 332: Most popular items bought online in the last 12 months – Any device, by demographics, Italy, April 2014
-
- Figure 333: Next most popular items bought online in the last 12 months – Any device, by demographics, Italy, April 2014
-
- Figure 334: Other items bought online in the last 12 months – Any device, by demographics, Italy, April 2014
-
- Figure 335: Most popular items bought online in the last 12 months – Using laptop/desktop computer, by demographics, Italy, April 2014
-
- Figure 336: Next most popular items bought online in the last 12 months – Using laptop/desktop computer, by demographics, Italy, April 2014
-
- Figure 337: Other items bought online in the last 12 months – Using laptop/desktop computer, by demographics, Italy, April 2014
-
- Figure 338: Most popular items bought online in the last 12 months – Using smartphone device, by demographics, Italy, April 2014
-
- Figure 339: Next most popular items bought online in the last 12 months – Using smartphone device, by demographics, Italy, April 2014
-
- Figure 340: Other items bought online in the last 12 months – Using smartphone device, by demographics, Italy, April 2014
-
- Figure 341: Most popular items bought online in the last 12 months – Using a tablet device, by demographics, Italy, April 2014
-
- Figure 342: Next most popular items bought online in the last 12 months – Using a tablet device, by demographics, Italy, April 2014
-
- Figure 343: Other items bought online in the last 12 months – Using a tablet device, by demographics, Italy, April 2014
-
- Figure 344: Most popular factors likely to improve the online shopping experience, by demographics, Italy, April 2014
-
- Figure 345: Next most popular factors likely to improve the online shopping experience, by demographics, Italy, April 2014
-
- Figure 346: Other factors likely to improve the online shopping experience, by demographics, Italy, April 2014
-
Appendix – The Consumer – Spain
-
-
- Figure 347: Factors likely to improve the online shopping experience, by devices used to buy products online in the last 12 months – Mobile total, Spain, April 2014
-
- Figure 348: Factors likely to improve the online shopping experience, by devices used to buy products online in the last 12 months – Smartphone, Spain, April 2014
-
- Figure 349: Factors likely to improve the online shopping experience, by devices used to buy products online in the last 12 months – Tablet, Spain, April 2014
-
- Figure 350: Factors likely to improve the online shopping experience, by devices used to buy products online in the last 12 months – Laptop/desktop computer, Spain, April 2014
-
- Figure 351: Factors likely to improve the online shopping experience, by most popular items bought online in the last 12 months – Any device, Spain, April 2014
-
- Figure 352: Factors likely to improve the online shopping experience, by next most popular items bought online in the last 12 months – Any device, Spain, April 2014
-
- Figure 353: Factors likely to improve the online shopping experience, by other items bought online in the last 12 months – Any device, Spain, April 2014
-
- Figure 354: Factors likely to improve the online shopping experience, by most popular items bought online in the last 12 months – Using laptop/desktop computer, Spain, April 2014
-
- Figure 355: Factors likely to improve the online shopping experience, by next most popular items bought online in the last 12 months – Using laptop/desktop computer, Spain, April 2014
-
- Figure 356: Factors likely to improve the online shopping experience, by items bought online in the last 12 months – Using smartphone device, Spain, April 2014
-
- Figure 357: Factors likely to improve the online shopping experience, by items bought online in the last 12 months – Using a tablet device, Spain, April 2014
-
- Figure 358: Devices used to buy products online in the last 12 months – Mobile total, by demographics, Spain, April 2014
-
- Figure 359: Devices used to buy products online in the last 12 months – Smartphone, by demographics, Spain, April 2014
-
- Figure 360: Devices used to buy products online in the last 12 months – Tablet, by demographics, Spain, April 2014
-
- Figure 361: Devices used to buy products online in the last 12 months – Laptop/desktop computer, by demographics, Spain, April 2014
-
- Figure 362: Most popular items bought online in the last 12 months – Any device, by demographics, Spain, April 2014
-
- Figure 363: Next most popular items bought online in the last 12 months – Any device, by demographics, Spain, April 2014
-
- Figure 364: Other items bought online in the last 12 months – Any device, by demographics, Spain, April 2014
-
- Figure 365: Most popular items bought online in the last 12 months – Using laptop/desktop computer, by demographics, Spain, April 2014
-
- Figure 366: Next most popular items bought online in the last 12 months – Using laptop/desktop computer, by demographics, Spain, April 2014
-
- Figure 367: Other items bought online in the last 12 months – Using laptop/desktop computer, by demographics, Spain, April 2014
-
- Figure 368: Most popular items bought online in the last 12 months – Using smartphone device, by demographics, Spain, April 2014
-
- Figure 369: Next most popular items bought online in the last 12 months – Using smartphone device, by demographics, Spain, April 2014
-
- Figure 370: Other items bought online in the last 12 months – Using smartphone device, by demographics, Spain, April 2014
-
- Figure 371: Most popular items bought online in the last 12 months – Using a tablet device, by demographics, Spain, April 2014
-
- Figure 372: Next most popular items bought online in the last 12 months – Using a tablet device, by demographics, Spain, April 2014
-
- Figure 373: Other items bought online in the last 12 months – Using a tablet device, by demographics, Spain, April 2014
-
- Figure 374: Most popular factors likely to improve the online shopping experience, by demographics, Spain, April 2014
-
- Figure 375: Next most popular factors likely to improve the online shopping experience, by demographics, Spain, April 2014
-
- Figure 376: Other factors likely to improve the online shopping experience, by demographics, Spain, April 2014
-
Appendix – United Kingdom
-
- Brand research
-
- Figure 377: Brand usage, May 2014
- Figure 378: Brand commitment, May 2014
-
- Figure 379: Brand momentum, May 2014
- Figure 380: Brand diversity, May 2014
-
- Figure 381: Brand satisfaction, May 2014
- Figure 382: Brand recommendation, May 2014
-
- Figure 383: Brand attitude, May 2014
- Figure 384: Brand image – macro image, May 2014
-
- Figure 385: Brand image – micro image, May 2014
- Appendix – The consumer – Devices used
-
- Figure 386: Devices used to buy products online in the last 12 months – any bought, by demographics, May 2014
- Figure 387: Devices used to buy products online in the last 12 months – mobile total, by demographics, May 2014
- Figure 388: Devices used to buy products online in the last 12 months – smartphone, by demographics, May 2014
-
- Figure 389: Devices used to buy products online in the last 12 months – tablet, by demographics, May 2014
- Figure 390: Devices used to buy products online in the last 12 months – laptop/desktop computer, by demographics, May 2014
- Appendix – The consumer – Who buys what
-
- Figure 391: Most popular items bought online in the last 12 months, by demographics, May 2014
- Figure 392: Next most popular items bought online in the last 12 months, by demographics, May 2014
- Figure 393: Other items bought online in the last 12 months, by demographics, May 2014
-
- Figure 394: Most popular items bought online using laptop/desktop computer in the last 12 months, by demographics, May 2014
- Figure 395: Next most popular items bought online using laptop/desktop computer in the last 12 months, by demographics, May 2014
-
- Figure 396: Other items bought online using laptop/desktop computer in the last 12 months, by demographics, May 2014
- Figure 397: Most popular items bought online using smartphone device in the last 12 months, by demographics, May 2014
-
- Figure 398: Next most popular items bought online using smartphone device in the last 12 months, by demographics, May 2014
- Figure 399: Other items bought online using smartphone device in the last 12 months, by demographics, May 2014
-
- Figure 400: Most popular items bought online using a tablet device in the last 12 months, by demographics, May 2014
- Figure 401: Next most popular items bought online using a tablet device in the last 12 months, by demographics, May 2014
-
- Figure 402: Other items bought online using a tablet device in the last 12 months, by demographics, May 2014
- Appendix – The consumer – Who shops where
-
- Figure 403: Most popular retailers used for food/drink purchases online, by demographics, May 2014
- Figure 404: Next most popular retailers used for food/drink purchases online, by demographics, May 2014
-
- Figure 405: Most popular retailers used for non-food purchases online, by demographics, May 2014
- Figure 406: Next most popular retailers used for non-food purchases online, by demographics, May 2014
-
- Figure 407: Other retailers used for non-food purchases online, by demographics, May 2014
- Figure 408: Least popular retailers used for non-food purchases online, by demographics, May 2014
- Appendix – The consumer – Service and delivery
-
- Figure 409: Online delivery/return services and customer services used – delivery/returns, by demographics, May 2014
- Figure 410: Online delivery/return services and customer services used – Customer service, by demographics, May 2014
-
- Figure 411: Online delivery/return services and customer services used, by retailers used for food/drink purchases online, May 2014
- Figure 412: Online delivery/return services and customer services used, by most popular retailers used for non-food purchases online – clothing/department stores online, May 2014
-
- Figure 413: Online delivery/return services and customer services used, by next most popular retailers used for non-food purchases online – clothing/department stores online, May 2014
- Figure 414: Online delivery/return services and customer services used, by retailers used for non-food purchases online – Home goods retailers online, May 2014
-
- Figure 415: Online delivery/return services and customer services used, by most popular retailers used for non-food purchases online – other online retailers, May 2014
- Figure 416: Online delivery/return services and customer services used, by next most popular retailers used for non-food purchases online – other online retailers, May 2014
-
- Figure 417: Online delivery/return services and customer services used, by most popular items bought online in the last 12 months, by demographics, May 2014
- Figure 418: Online delivery/return services and customer services used, by next most popular items bought online in the last 12 months, by demographics, May 2014
-
- Figure 419: Most popular likelihood of using online delivery/return services or customer services again – Collected in-store from the retailer I bought from, by demographics, May 2014
- Figure 420: Next most popular likelihood of using online delivery/return services or customer services again – Collected in-store from the retailer I bought from, by demographics, May 2014
-
- Figure 421: Most popular likelihood of using online delivery/return services or customer services again – Home delivery service, by demographics, May 2014
- Figure 422: Next most popular likelihood of using online delivery/return services or customer services again – Home delivery service, by demographics, May 2014
-
- Figure 423: Most popular likelihood of using online delivery/return services or customer services again – Returned an online purchase by post, by demographics, May 2014
- Figure 424: Next most popular likelihood of using online delivery/return services or customer services again – Returned an online purchase by post, by demographics, May 2014
-
- Figure 425: Most popular likelihood of using online delivery/return services or customer services again – Email customer service, by demographics, May 2014
- Figure 426: Next most popular likelihood of using online delivery/return services or customer services again – Email customer service, by demographics, May 2014
-
- Figure 427: Most popular likelihood of using online delivery/return services or customer services again – Telephone customer service, by demographics, May 2014
- Figure 428: Next most popular likelihood of using online delivery/return services or customer services again – Telephone customer service, by demographics, May 2014
-
- Figure 429: Likelihood of using online delivery/return services or customer services again, May 2014
- Figure 430: Likelihood of using online delivery/return services or customer services again, May 2014
-
- Figure 431: Likelihood of using online delivery/return services or customer services again – Home delivery service, by retailers used for food/drink purchases online, May 2014
- Figure 432: Likelihood of using online delivery/return services or customer services again – Email customer service, by retailers used for food/drink purchases online, May 2014
-
- Figure 433: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – clothing/department stores online, May 2014
- Figure 434: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – home goods retailers online, May 2014
-
- Figure 435: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – other online retailers, May 2014
- Figure 436: Likelihood of using online delivery/return services or customer services again, by most popular retailers used for non-food purchases online – clothing/department stores online, May 2014
-
- Figure 437: Likelihood of using online delivery/return services or customer services again, by next most popular retailers used for non-food purchases online – clothing/department stores online, May 2014
- Figure 438: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – home goods retailers online, May 2014
-
- Figure 439: Likelihood of using online delivery/return services or customer services again, by most popular retailers used for non-food purchases online – other online retailers, May 2014
- Figure 440: Likelihood of using online delivery/return services or customer services again, by next most popular retailers used for non-food purchases online – other online retailers, May 2014
-
- Figure 441: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – clothing/department stores online, May 2014
- Figure 442: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – other online retailers, May 2014
-
- Figure 443: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – clothing/department stores online, May 2014
- Figure 444: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – home goods retailers online, May 2014
-
- Figure 445: Likelihood of using online delivery/return services or customer services again, by most popular retailers used for non-food purchases online – other online retailers, May 2014
- Figure 446: Likelihood of using online delivery/return services or customer services again, by next most popular retailers used for non-food purchases online – other online retailers, May 2014
-
- Figure 447: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – clothing/department stores online, May 2014
- Figure 448: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – other online retailers, May 2014
- Appendix – The consumer – Attitudes – What they would like
-
- Figure 449: Most popular factors likely to improve the online shopping experience, by demographics, May 2014
- Figure 450: Next most popular factors likely to improve the online shopping experience, by demographics, May 2014
- Figure 451: Other factors likely to improve the online shopping experience, by demographics, May 2014
-
- Figure 452: Factors likely to improve the online shopping experience, by retailers used for food/drink purchases online, May 2014
- Figure 453: Factors likely to improve the online shopping experience, by most popular retailers used for non-food purchases online – clothing/department stores online, May 2014
-
- Figure 454: Factors likely to improve the online shopping experience, by next most popular retailers used for non-food purchases online – clothing/department stores online, May 2014
- Figure 455: Factors likely to improve the online shopping experience, by retailers used for non-food purchases online – Home goods retailers online, May 2014
-
- Figure 456: Factors likely to improve the online shopping experience, by most popular retailers used for non-food purchases online – other online retailers, May 2014
- Figure 457: Factors likely to improve the online shopping experience, by next most popular retailers used for non-food purchases online – other online retailers, May 2014
- Appendix – The consumer – Further analysis
-
- Figure 458: Repertoire of items bought online using laptop/desktop computer in the last 12 months, by demographics, May 2014
- Figure 459: Repertoire of items bought online using smartphone device in the last 12 months, by demographics, May 2014
-
- Figure 460: Repertoire of items bought online using a tablet device in the last 12 months, by demographics, May 2014
Back to top