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League tables of e-commerce logistics and service in the United Kingdom (UK) in 2018

Highest and lowest scorers in the e-commerce logistics and services league tables* in the United Kingdom (UK) in 2018

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Release date

March 2018


United Kingdom

Survey time period

November 2017

Supplementary notes

* The source conducted this research based on three criteria, scoring 42 questions. These criteria are:
• Customer service – speed of the response to queries.
• Delivery - proposition and costs.
• Returns - returns policy and convenience of the process.

The source adds the following information: "Using proprietary diagnostic tools and scoring criteria, we have reviewed the online performance of the UK’s Top 50 retailers against four customer centric questions. The list of retailers was derived from the Retail Week Top 50 UK retailers by overall annual sales revenue. These four questions represent the total customer experience across all aspects of the online retail journey and are highly correlated to growth and profitability for a retailer. We call this set of activities the Online Retail Value Chain and have scored each retailer against more than 280 weighted criteria points. This comparison of 14,000 data points was combined with mystery shopping every retailer, including buying and returning each product to create our league table. The assessment was carried out by our teams between 03 and 17 November 2017."

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