Multichannel benchmarking: how do home and leisure retailers measure up? | Analysis

Multichannel capabilities of UK department and mixed goods retailers
Department and mixed goods stores	John Lewis	Marks & Spencer	Argos	Wilko	Harrods	House of Fraser	Fenwick	Liberty	Selfridges
Does the retailer have a mobile-friendly website?	YES	YES	YES	YES	YES	YES	YES	YES	YES
Does the retailer have a smartphone app?	YES	YES	YES	NO	YES	YES	NO	NO	NO
Does the retailer have a tablet app?	YES	NO	YES	NO	YES	YES	NO	NO	NO
Can you purchase items via the website?	YES	YES	YES	YES	YES	YES	NO	YES	YES
Does the retailer have a store locator on the website?	YES	YES	YES	YES	NO	YES	YES	NO	NO
Can you log in to the retailer website using a Facebook login?	NO	NO	NO	NO	NO	NO	NO	NO	NO
Are the following delivery options available?
90 minutes or less	NO	NO	NO	NO	NO	NO	NO	NO	NO
Same day	NO	NO	YES	NO	NO	YES	NO	NO	NO
Next day	YES	YES	YES	YES	YES	YES	NO	YES	YES
Standard post	YES	YES	YES	YES	YES	YES	NO	YES	YES
Named day	YES	YES	YES	NO	NO	YES	NO	NO	YES
Evening delivery	NO	NO	YES	NO	NO	YES	NO	NO	NO
Weekend delivery	YES	YES	YES	YES	YES	YES	NO	YES	YES
Early morning	YES	NO	YES	NO	NO	YES	NO	NO	NO
Does the retailer have a loyalty scheme?	YES	YES	NO	NO	YES	YES	NO	YES	NO
Can you earn loyalty points from both an online
and in-store shop?	NO	YES	NO	NO	YES	YES	NO	YES	NO
Do you get personalised recommendations on
any page of the retailer website?	YES	YES	YES	NO	NO	YES	NO	NO	NO
Can you access Facebook via the retailer’s website?	YES	YES	YES	YES	YES	YES	YES	YES	YES
Can you ‘like’ the retailer on Facebook?	YES	YES	YES	YES	YES	YES	YES	YES	YES
What payment options are available on the website?
Cash	NO	NO	NO	NO	NO	NO	NO	NO	NO
Debit card	YES	YES	YES	YES	YES	YES	NO	YES	YES
Credit card	YES	YES	YES	YES	YES	YES	NO	YES	YES
PayPal	YES	NO	YES	YES	YES	YES	NO	NO	YES
Coupons/vouchers	YES	YES	NO	NO	NO	YES	NO	NO	YES
Other	YES	YES	YES	NO	NO	YES	NO	NO	NO