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Leading multichannel retailers in the United Kingdom (UK) 2020

The United Kingdom has the most dynamic retail e-commerce market in Europe. Over the past five years, e-commerce share in the retail sector of the country saw an increase from 13.5 percent to nearly 18 percent, with projected growth rates for 2019 confirming the continuity of the upward trend. As such, the UK sits at the forefront of not only e-commerce retail but also innovative retail solutions and technologies such as multichannel and omnichannel retailing, the basic tenets of which many UK companies are already employing at a large scale.

Top multichannel retailers

In 2019, UK’s top multichannel retailer was Argos, the catalogue retailer of consumer electronics, homeware and household appliances. Now part of the supermarket chain Sainsbury’s, Argos scored 87 out of 100 as a multichannel retailer and secured the leading position among retailers in diverse categories. In the runner-up positions were the furniture retailer B&Q, and the shoe seller Schuh, with scores of 85 and 83 respectively.

‘Clicks and bricks’

Multichannel retail could be defined as a combination of physical and online retail, where retailers offer customers more flexible purchase, delivery, and return options than exclusively online or brick-and-mortar retail does. These include customer experience across a variety of channels such as web and mobile, or last mile operations like click and collect and in-store returns of items bought online. When calculating the multichannel scores of retailers, the source took into consideration the main capabilities associated with such retail technologies currently employed by retailers that sell both online and in-store.

Leading 10 multichannel retailers in the United Kingdom (UK) in 2020*

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Release date

February 2020


United Kingdom

Survey time period

December 14, 2020 to January 12, 2020

Number of respondents

200 respondents

Special properties

Multichannel retailers

Supplementary notes

* The score was created by Ampersand as a rating of retailers based on their multichannel offering, using a list of 200 retailers that sell both online and in physical stores in the UK.
The source adds the following information: "The Ampersand Retail Matrix represents our view of the core tenets of multichannel retailers. These tenets cross the boundaries of digital and physical customer experiences, including site UX, delivery, returns, payment etc. Retailers were scored against 28 criteria, with a weighted formula out of 36.325 points, with the final score to be out of 100 (=100/36.325*SCORE)."

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Statistics on "Multichannel retail in the United Kingdom (UK)"

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