UK consumers: drivers of a good online experience in high street retail in 2018

For UK consumers, high street retail generally delivered satisfactory online experience, as the results of a survey conducted in 2018 show. Consumers were asked if they would rate high street retailers as "excellent" based on several aspects of online customer experience. 40 percent of respondents thought high street retailers were excellent in providing up-to-date information e.g. availability and pricing.

High street retail: share of drivers for excellent online experience for consumers in the United Kingdom (UK) in 2018*

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Release date

September 2018


United Kingdom

Survey time period

July 2018

Number of respondents

1,200 respondents

Supplementary notes

* Proportion of consumers rating online experience as ‘excellent’.
The source makes the following note regarding methodology used in this study: The sample is nationally representative of the UK adult population in terms of gender and age. Consumers were asked to name a brand they had dealt with online during the previous six months, and then answered questions based on their experiences with their chosen brand."

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