SHIFT’s Retail Experience Score (RES) calculates how well an omnichannel business provides services to its customers. It is based on a bespoke algorithm which, utilising SHIFT’s own findings regarding consumer demand, numerically analyses the quality of services fashion retailers offer.
By the numbers
- 64/100 The highest score in the RES; only one company scored above 50
- 4 days Average standard delivery time (at an average cost of £3.53)
- 45% of retailers have store stock check; 89% of these could only estimate
The RES acts as a barometer for current performance and shows how certain investments can transform a low service level into a market-leading proposition.
In this report
Six core criteria
As well as calculating and ranking the final RES numbers, we also take an in-depth look into six areas of omnichannel retail: standard delivery, returns store stock check, click and collect, next-day delivery and same-day delivery.
A low average
The average RES for the brands analysed is just 29, indicating there’s a lot of ground for the whole industry to make up if it’s to meet the standards of service that are available to consumers from other retailers.
SHIFT’s RES breaks down the key factors to future success in fashion and demonstrates how businesses can edge closer to that perfect score of 100, vastly improving their standing against competitors.
The 2018 Retail Experience Score (RES) Fashion Analysis
SHIFT’s Retail Experience Score (RES) calculates how well an omnichannel business provides services to its customers.