OMNICHANNEL RETAIL INDEX 2021100 BRANDS & RETAILERS

13RETAIL VERTICALS

250+CRITERIA

provide alternatives and suggestions for empty search results, but only 32% call out CS info to provide help.

83%

have auto-suggest in search and 87% have mistyping correction, but only 33% remember previously used search terms.

97%

have the ability to compare multiple products on PLP.

13%

have filter by store availability on PLP, but only 13% can filterby curbside pickup availability.

53%

has filter by customer ratingsor reviews on product listingpage.

31%

Stats by categories: SEARCH PRODUCT LISTING PRODUCT DETAILS

SOCIAL & CONTENT EMAIL LOYALTY CART & CHECKOUT

PAYMENTS PRIVACY & SECURITY BOPIS & BORIS

CURBSIDEPICKUP

NEXT DAY &SAME DAY DELIVERY

The FitForCommerce Omnichannel Retail Index takes the pulse of the state of digital commerce and omnichannel retail. The 2021 Index examines how 100 retailers & brands perform against 250+ criteria across web, mobile, and in-store.

IN-STORE &CHECKOUT

INNOVATION &EXPERIENCES

LIVE CHAT &CUSTOMER SERVICE

have images in search results.

50%

have a ‘quick view’ option on the product listing page. 32%

display customer rating on PLP.

53%

2021TM

o�er loyalty programs online.

80%

give you the abilityto save items for later in cart.

48% save your shopping cart between platforms.

95%

SOCIAL MEDIA PRESENCE

FACEBOOK 98%

YOUTUBE 95%

INSTAGRAM 96%

TIKTOK 69%

SNAPCHAT 12%

PINTEREST 90%

have customer reviews on PDP.89%

have multiple product images, but only 43% o�er videos, and 7% showcase a 360 view of the product.

98%

have ‘online-only’ notation on PDP.22%

allow you to addproducts to the wish list or ‘save for later’ on PDP.

66% recommend complementary products and 28% o�er kitting on PDP.

53% have a section on PDP that displays products you recently viewed.

55%

o�er loyalty program sign-up in store (71% of those o�er incentives).

80%86% have email signup in the footer (4% in the header).

87% have editorial content but only 16% feature products that are shoppable.

allow users to upload photos with reviews.

73% 43% intersperse content in product listing pages.

provideuser-generated Q&A.

39%

allow you to sort by ‘best-seller’.

50% pull in UGC using hashtags.

45%

54% have email signup popup (51% o�er incentive).

29% give customers an option to pick how often they wantto be contactedunder Account.

display threshold messaging in cart.

43% give you the option to create an account at the end.72%

allow you to combine store pick up and ship-to-home items in checkout.

57%

o�er PayPal in checkout, but only 14% have one-click checkout available.

78%

2021TM

have the ability to edit product attributes in cart.

25% recommend additional products tobuy in cart.

74%

o�er extended payment (Buy NowPay Later) optionsin checkout.

52% o�er alternative paymentmethods including gifting services.

15% provide customer service via SMS.27%

have live chat on their website.

88% have a clear designation of accessibility complianceon the Homepage.

13%

o�er BOPIS and 92% out of those allow you to also return items in store.

86% send you an email confirmation when the BOPIS order is ready, but only 54% o�er the ability to be notified by SMS.

98%

have signage for BOPIS orders and 46% have a reserved area for BOPIS.

51%

indicate product availability in store, but only 53% have filter by store availability.

84%

84% accept mobile payments in store.

97% of stores accept Apple Pay, Google Pay at 64%, and Samsung Pay at 59%.

o�er live chat in cart, 26% list a phone number, and 5% have an email to contact CS.43% o�er live

chat on PDP.44%

have some type of CSinformation availablein the header.

23%

have an accessibility policy available on their website.

69% have a logo that speaks to the security of the site or checkout process on mobile.

14% provide you with a list ofinformation they collect, 17% do not provide a way to request deletion.

97%

confirm that the order will be ready for pickup in under 3 hours and only 11% o�er the ability to schedule a specific pickup time.

40%

allow you to filter inventory available for curbside pickup.

38% provide a unique number to call when you get to the store. Only 9% have SMS to communicate your arrival for pickup.

74% of retailers that o�er BOPIS also o�er a curbside pickupoption, but only 24% o�er curbside returnservice.

55% provide parking spaces that are specifically designated for pick-up/curbside.

73%

2021TM

You dedicate time, resources, and budget toward delivering the best customer experience possible. But, are you truly meeting customer expectations? How do you compare to your competition? Get your Omnichannel Retail Index score along with industry and competitive insights that will influence your strategy and decision-making. Contact us: index@fitforcommerce.com

give specific delivery datesin checkout, but only 14% allow you to ship to multiple addresseswithin the same purchase.

49% provide expecteddelivery date onthe PDP.

25%

o�er same-day delivery(46% of those that o�erSDD leverage 3rd partyservices).

35%

have some type of equipment to support omnichannel in the store.

70%

35%

o�er self-checkout and no company currently o�ers acashier-less checkout option.8%

provide shipping cost incart, but only 24% give specific delivery date.

75%

o�er next-day delivery option.65% have an auto-ship feature.19%

equip store associates with mobile devices.

84%

ask for email during storecheckout (58% o�er an incentive).

78%

have self-service kiosks available forcustomer use in thestore.

34%

enable theirstore associates to complete thecheckout processfor customers on mobile devices.

28%

32% of desktop and mobile apps o�erinnovative experiences, but only 10% have those features on mobile.

o�er experiences in stores.Only 8% o�er innovativetechnologies in store.

Find out how you stack up

bit.ly/ORI2021-FindingsCheck out the full findings here:

2021TM

Tweet us @FitForCommerce using #OmnichannelRetailIndex2021