The survey was conducted with 500 business decision makers from UK-based retailers, but it also draws on best practice internationally. The participants were asked what they feel the future holds for retail channels. A mystery shopping exercise was also conducted, profiling the fulfilment and returns processes of 30 UK retailers with an e-commerce arm.
Terminology used in the report
“Front-end” - refers to the “interface” between the customer and the retailer
“Back-end” - refers to “behind the scenes” retailer activities and processes.
What retail sector does your organization predominantly operate in?
