Retail Digital Customer Experience Benchmark 2019

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The retail digital customer experience has never been so important.
A great customer experience – including online interactions – is a major driver of both customer loyalty and revenue.

It’s why Maru/Matchbox has been benchmarking the digital retail landscape since 1999, using independent shoppers to assess the end-to-end online customer journey of leading retail sites. By benchmarking top brands, we can identify the autonomy of top sites and uncover best practice. Results have helped guide the retail industry over the past twenty years as it looks to continuously adapt to rapidly changing customer needs.

In our latest benchmark report Steve Brockway highlights, not just e-commerce best practice but pinpoints key elements of the digital customer experience failing to meet current expectations and how to improve.