Gartner L2 Digital IQ Index June 19, 2018

Department Stores 2018

Department stores are in structural decline as apparel sales increasingly move online. To compete against sophisticated digital pure-play retailers and take share from rivals closing up shop, brick-and-mortar department stores are integrating omnichannel features across search and navigation, as well as highlighting in-store services and events. A flurry of digital investment from sector stalwarts highlights a growing awareness of the importance of pick-up options and personalized shopping experiences — although most retailers miss key integration opportunities.

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    Department Stores 2018

    As Amazon continues to raise the bar for e-commerce speed and convenience, department stores are taking note, investing in digital to improve the in-store experience. The share of retailers offering online appointment booking doubled in the past year, and nearly half of retailers now show store availability on product pages, leaning into advantages afforded with a physical store footprint. Macy’s takes the No. 1 spot for a second consecutive year in Gartner L2’s Digital IQ Index: Department Stores. The retailer’s site boasts best-in-class search and navigation on both desktop and mobile, and an app featuring in-store functionality. The retailer also commands the highest visibility in the Index against category search terms.

    Rankings

    57 Brands

    Key

    • Genius

    • Gifted

    • Average

    • Challenged

    • Feeble

    Rank

    Brand

    Class

    1

    Macy's

    Genius

    2

    Nordstrom

    Gifted

    3

    ASOS

    Gifted

    4

    Marks & Spencer

    Gifted

    5

    John Lewis

    Gifted

    6

    JCPenney

    Gifted

    7

    La Redoute

    Gifted

    7

    Otto

    Gifted

    9

    El Corte Inglés

    Gifted

    9

    Kohl's

    Gifted

    9

    Sears

    Gifted

    12

    Bloomingdale's

    Gifted

    12

    Net-A-Porter

    Gifted

    12

    Zalando

    Gifted

    15

    Debenhams

    Gifted

    15

    Next

    Gifted

    15

    Zappos.com

    Gifted

    18

    DSW

    Gifted

    19

    Neiman Marcus

    Gifted

    20

    House of Fraser

    Gifted

    21

    Saks Fifth Avenue

    Average

    22

    Galeria Kaufhof

    Average

    22

    Very

    Average

    24

    Hudson's Bay

    Average

    24

    Shopbop

    Average

    26

    Liverpool

    Average

    26

    Revolve

    Average

    28

    Mr. Porter

    Average

    28

    Nordstrom Rack

    Average

    30

    Farfetch

    Average

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