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Department Store Retailing - UK - April 2014

“In order to stand out in a competitive market, it is essential for department stores to ensure that they improve their stores, with a quarter of consumers saying a modern looking store would encourage them to shop there more.”

– Tamara Sender, Senior Clothing Analyst

Some questions answered in this report include:

  • How have department stores performed over the last year and what is the outlook?
  • What are department stores doing to stand out in fashion and to compete with clothing retailers?
  • To what extent have the main players been investing in their beauty offering?
  • How are department stores competing in a multichannel world?
  • What are the main growth opportunities for department stores?

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Table of contents

  1. Introduction

      • Department store definition
        • Sector benchmarks
          • Department stores
            • Mixed goods retailers
              • Statutory revenues versus GTV
                • Financial definitions
                  • Sales per store, sales per sq m
                    • Market shares
                      • Abbreviations
                      • Executive Summary

                          • The market
                            • Figure 1: Best-and worst-case forecast for department store sales, 2008-18
                          • Market factors
                            • Consumer spending
                              • Figure 2: Consumer spending on core department store categories, 2008-13
                            • Foreign visitors
                              • Figure 3: Overseas residents’ visits to the UK, by area of residence, 2012 and 2013
                            • Changing population structure
                              • Companies, brands and innovation
                                • Market shares
                                  • Figure 4: Top department stores’ market shares, 2012 and 2013
                                • Winners and losers
                                  • Figure 5: Major retailers’ annual sales growth (some estimated) versus average segment growth, 2013
                                • Brand research
                                  • Figure 6: Attitudes towards and usage of brands in the department stores sector, November 2013 and January 2014
                                • Major innovations
                                  • Space allocation
                                    • Figure 7: Department stores: Summary space allocation, March 2014
                                  • Online growth
                                    • The consumer
                                      • How often they shop
                                        • Figure 8: Frequency of purchasing at department stores, in-store and online, March 2014
                                      • Where they purchase
                                        • Figure 9: Department stores purchased from in the past six months, in-store and online, March 2014
                                      • What they buy
                                        • Figure 10: Fashion, beauty and sports products purchased at department stores in the past six month, in-store and online, March 2014
                                      • Level of satisfaction with department stores
                                        • Figure 11: Levels of satisfaction with last department store purchased from, March 2014
                                      • What would encourage them to shop more
                                        • Figure 12: What would encourage people to shop more at a department store, March 2014
                                      • What we think
                                      • Issues and Insights

                                          • How have department stores performed over the last year and what is the outlook?
                                            • The facts
                                              • The implications
                                                • What are department stores doing to stand out in fashion and to compete with clothing retailers?
                                                  • The facts
                                                    • The implications
                                                      • To what extent have the main players been investing in their beauty offering?
                                                        • The facts
                                                          • The implications
                                                            • How are department stores competing in a multichannel world?
                                                              • The facts
                                                                • The implications
                                                                  • What are the main growth opportunities for department stores?
                                                                    • The facts
                                                                      • The implications
                                                                      • Trend Application

                                                                          • Trend: Make a deal
                                                                            • Trend: Objectify
                                                                              • Mintel Futures: Human
                                                                              • Economic and Demographic Context

                                                                                • Key points
                                                                                  • Foreign visits
                                                                                    • Figure 13: Overseas residents’ visits to the UK, by area of residence, 2012 and 2013
                                                                                  • Changing population structure
                                                                                    • Figure 14: Trends in the age structure of the UK population, 2008-18
                                                                                  • The economy
                                                                                    • Figure 15: UK GDP quarterly percentage change, Q3 2009-Q3 2013
                                                                                    • Figure 16: Consumer confidence index, January 2007-July 2013
                                                                                • Consumer Spending on Department Store Categories

                                                                                  • Key points
                                                                                    • Core department store categories
                                                                                      • Figure 17: Consumer spending on core department store categories, 2008-13
                                                                                    • Full spending breakdown
                                                                                      • Figure 18: Consumer spending on department store categories (incl. VAT), 2008-13
                                                                                  • Strengths and Weaknesses

                                                                                    • Strengths
                                                                                      • Weaknesses
                                                                                      • Who’s Innovating?

                                                                                        • Key points
                                                                                          • Futuristic pop-up concession
                                                                                            • ‘Open House by John Lewis’
                                                                                              • House of Fraser pop-up market
                                                                                                • Seibu opens world’s first ever KitKat boutique
                                                                                                  • Mobile point-of-sale
                                                                                                    • Harrods enhances beauty product experience remotely
                                                                                                      • 24/7 exclusive shopping assistance for ultra-rich apartment owners
                                                                                                        • ‘Virtual queuing’ system for click-and-collect customers
                                                                                                        • Sector Size and Forecast

                                                                                                          • Key points
                                                                                                            • Department store sales grow 2.8% in 2013
                                                                                                              • Figure 19: Department store sales, 2009-13
                                                                                                            • Market size
                                                                                                              • The future
                                                                                                                • Figure 20: Best-and worst-case forecast for department store sales, 2008-18
                                                                                                              • Forecast
                                                                                                                • Figure 21: Best-and worst-case forecast for department store sales (inc VAT), 2008-18
                                                                                                            • Space Allocation Summary

                                                                                                              • Key points
                                                                                                                • Figure 22: Department stores: Summary space allocation, March 2014
                                                                                                                • Figure 23: Department stores: Detailed space allocation, March 2014
                                                                                                            • Retail Product Mix

                                                                                                              • Key points
                                                                                                                • Debenhams
                                                                                                                  • Figure 24: Debenhams sales mix of own bought merchandise and total space allocation estimate, 2012/13
                                                                                                                • Product mix estimates
                                                                                                                  • Figure 25: Leading department stores: Estimated sales by product, 2012/13
                                                                                                                  • Figure 26: Leading department stores: Estimated sales density by product, 2012/13
                                                                                                              • Leading Retailers

                                                                                                                • Key points
                                                                                                                  • High-end segment continues its outperformance
                                                                                                                    • Figure 27: Annual segment growth: Midmarket versus high-end, 2010-13
                                                                                                                    • Figure 28: Major retailers’ annual sales growth (some estimated) versus average segment growth, 2013
                                                                                                                  • Consolidated sales versus gross transactional values
                                                                                                                    • Leading retailers by sales
                                                                                                                      • Figure 29: Leading department stores: Net revenues, 2009-13
                                                                                                                    • Store numbers
                                                                                                                      • Figure 30: Leading department stores: Outlet numbers, 2009-13
                                                                                                                    • Sales per store
                                                                                                                      • Figure 31: Leading department stores: Annual sales per outlet, 2009-13
                                                                                                                    • Total sales area
                                                                                                                      • Figure 32: Leading department stores: Total sales area, 2009-13
                                                                                                                    • Sales densities
                                                                                                                      • Figure 33: Leading department stores: Annual sales per sq m, 2009-13
                                                                                                                    • Operating profits and margins
                                                                                                                        • Figure 34: Leading department stores: Operating profits, 2009-13
                                                                                                                        • Figure 35: Leading department stores: Operating margins, 2009-13
                                                                                                                    • Market Shares

                                                                                                                      • Key points
                                                                                                                        • M&S’s share falls again
                                                                                                                          • Figure 36: Top department stores’ market shares, 2012 and 2013
                                                                                                                        • M&S’s share down four percentage points in four years
                                                                                                                          • Figure 37: Leading department stores’ market shares, 2009-13
                                                                                                                      • Online

                                                                                                                        • Key points
                                                                                                                          • Online sector sales grow 28%
                                                                                                                            • Figure 38: Estimated online sales by department stores (incl. VAT), 2011-13
                                                                                                                          • Key category sales online
                                                                                                                            • Figure 39: Online as a proportion of spending on selected categories, 2013 and 2014
                                                                                                                          • John Lewis approaching £1 billion online sales
                                                                                                                            • Figure 40: Leading department stores’ online sales (excl. VAT), 2011-13
                                                                                                                            • Figure 41: Leading department stores’ online sales as % of their total sales, 2011-13
                                                                                                                          • Online market shares
                                                                                                                            • Figure 42: Leading department stores’ shares of all online sales by department stores, 2011-13
                                                                                                                          • Online sales mix: John Lewis and Debenhams
                                                                                                                            • Figure 43: John Lewis: Estimated online sales mix, 2013/14
                                                                                                                            • Figure 44: Debenhams: Estimated online sales mix, 2013
                                                                                                                          • The consumer: Frequent online browsing is very popular
                                                                                                                            • Figure 45: The consumer: How often they shop at department stores, online, March 2014
                                                                                                                            • Figure 46: Which department stores people have shopped at in the last six months, March 2014
                                                                                                                          • Most popular sites by visitor numbers
                                                                                                                            • Figure 47: Leading department stores’ online visitor data, February 2014
                                                                                                                          • Average sales per visitor
                                                                                                                            • Figure 48: Estimated ratio of annual online sales values to visitor numbers, 2013
                                                                                                                        • Advertising and Promotion

                                                                                                                          • Key points
                                                                                                                            • Adspend leaders
                                                                                                                              • Figure 49: Main media advertising spend by leading department store retailers, 2009-13
                                                                                                                            • Spending by media
                                                                                                                              • Figure 50: Leading department store retailers’ main media advertising spend, by media type, 2013
                                                                                                                            • What we saw in 2013
                                                                                                                            • Brand Research

                                                                                                                                • Brand map
                                                                                                                                    • Figure 51: Attitudes towards and usage of brands in the department stores sector, November 2013 and January 2014
                                                                                                                                  • Correspondence analysis
                                                                                                                                    • Brand attitudes
                                                                                                                                      • Figure 52: Attitudes, by department stores brand, November 2013 and January 2014
                                                                                                                                    • Brand personality
                                                                                                                                      • Figure 53: Department stores brand personality – Macro image, November 2013 and January 2014
                                                                                                                                      • Figure 54: Department stores brand personality – Micro image, November 2013 and January 2014
                                                                                                                                    • Brand experience
                                                                                                                                      • Figure 55: Department stores brand usage, November 2013 and January 2014
                                                                                                                                      • Figure 56: Satisfaction with various department stores brands, November 2013 and January 2014
                                                                                                                                      • Figure 57: Consideration of department stores brands, November 2013 and January 2014
                                                                                                                                      • Figure 58: Consumer perceptions of current department stores brand performance, November 2013 and January 2014
                                                                                                                                    • Brand recommendation
                                                                                                                                      • Figure 59: Recommendation of selected department stores brands, November 2013 and January 2014
                                                                                                                                  • The Consumer – How Often They Shop

                                                                                                                                    • Key points
                                                                                                                                      • What we asked
                                                                                                                                        • How often consumers browse
                                                                                                                                          • Figure 60: Frequency of browsing at department stores, in-store and online, March 2014
                                                                                                                                        • How often consumers buy
                                                                                                                                          • Figure 61: Frequency of purchasing at department stores, in-store and online, March 2014
                                                                                                                                          • Figure 62: Frequency of purchasing as a percentage of those who purchase at department stores, in-store and online, March 2014
                                                                                                                                        • Most frequent department store shoppers
                                                                                                                                          • Figure 63: Frequent purchasing at department stores in-store and online, at least once every three months, by gender and age, March 2014
                                                                                                                                      • The Consumer – Where They Shop

                                                                                                                                        • Key points
                                                                                                                                          • What we asked
                                                                                                                                              • Figure 64: Department stores purchased from in the past six months, whether in-store or online, March 2014
                                                                                                                                            • Average consumer by age and affluence
                                                                                                                                              • Figure 65: Department stores purchased from in the past six months, whether in-store or online, by age and affluence of shoppers, March 2014
                                                                                                                                            • Where consumers purchase – Online/Offline split
                                                                                                                                              • Figure 66: Department stores purchased from in the past six months, in-store and online, March 2014
                                                                                                                                            • Purchasing online by demographic group
                                                                                                                                              • Figure 67: Department stores purchased from in the past six months, online, by gender, age and socio-economic group, March 2014
                                                                                                                                            • Luxury players
                                                                                                                                              • Figure 68: Luxury department stores purchased from in the past six months, in-store and online, by gender, age and socio-economic group, March 2014
                                                                                                                                            • Where consumer browse – Online/Offline break
                                                                                                                                              • Figure 69: Department stores browsed in the past six months, in-store and online, March 2014
                                                                                                                                          • The Consumer – What They Buy

                                                                                                                                            • Key points
                                                                                                                                              • What we asked
                                                                                                                                                • Online and offline purchases by category
                                                                                                                                                  • Figure 70: Products purchased at department stores in the past six months, in-store and online, March 2014
                                                                                                                                                • Clothing and beauty
                                                                                                                                                  • Figure 71: Fashion, beauty and sports products purchased at department stores in the past six month, in-store and online, March 2014
                                                                                                                                                  • Figure 72: Fashion, beauty and sports products purchased at department stores in the past six month, in-store and online, by gender, age and socio-economic group, March 2014
                                                                                                                                                • Home and electricals
                                                                                                                                                  • Figure 73: Home and leisure products purchased at department stores in the past six month, in-store and online, March 2014
                                                                                                                                              • The Consumer – Levels of Satisfaction with Department Stores

                                                                                                                                                • Key points
                                                                                                                                                  • What we asked
                                                                                                                                                      • Figure 74: Levels of satisfaction with last department store purchased from, March 2014
                                                                                                                                                    • Satisfaction with specific department stores
                                                                                                                                                      • Figure 75: John Lewis: satisfaction ratings relative to department stores average, March 2014
                                                                                                                                                    • John Lewis
                                                                                                                                                        • Figure 76: M&S: satisfaction ratings relative to department stores average, March 2014
                                                                                                                                                      • M&S
                                                                                                                                                          • Figure 77: Debenhams: satisfaction ratings relative to department stores average, March 2014
                                                                                                                                                        • Debenhams
                                                                                                                                                            • Figure 78: House of Fraser: satisfaction ratings relative to department stores average, March 2014
                                                                                                                                                          • House of Fraser
                                                                                                                                                          • The Consumer – What Would Encourage Consumers to Shop More at Department Stores

                                                                                                                                                            • Key points
                                                                                                                                                              • What we asked
                                                                                                                                                                  • Figure 79: What would encourage people to shop more at a department store, March 2014
                                                                                                                                                                • Women want better loyalty schemes
                                                                                                                                                                  • Refurbished stores
                                                                                                                                                                    • Improved online services
                                                                                                                                                                        • Figure 80: What would encourage people to shop more at a department store, by age group, March 2014
                                                                                                                                                                      • 25-34s want personalised services
                                                                                                                                                                        • Figure 81: What would encourage people to shop more at a department store, by age group, March 2014 (continued)
                                                                                                                                                                      • 16-24s drawn to designer collaborations
                                                                                                                                                                        • Beauty and additional services
                                                                                                                                                                        • Beales

                                                                                                                                                                            • What we think
                                                                                                                                                                              • Challenging times
                                                                                                                                                                                • Diminishing local appeal
                                                                                                                                                                                  • Struggling secondary town centre locations
                                                                                                                                                                                    • Enhancing the in-store shopping experience
                                                                                                                                                                                      • More robustly funded concession partners
                                                                                                                                                                                        • Uninspiring online proposition
                                                                                                                                                                                          • Company background
                                                                                                                                                                                            • Company performance
                                                                                                                                                                                              • Figure 82: Beale Plc: Group financial performance, 2008/9-2012/13
                                                                                                                                                                                            • Stores
                                                                                                                                                                                              • Figure 83: Beale Plc: Outlet data, 2008/9-2012/13
                                                                                                                                                                                            • Retail offering
                                                                                                                                                                                            • Debenhams

                                                                                                                                                                                                • What we think
                                                                                                                                                                                                  • Disappointing Christmas
                                                                                                                                                                                                    • Competition intensifies
                                                                                                                                                                                                      • Multi-channel moves
                                                                                                                                                                                                        • International development
                                                                                                                                                                                                          • New space
                                                                                                                                                                                                            • Company background
                                                                                                                                                                                                              • Company performance
                                                                                                                                                                                                                • Figure 84: Debenhams: Group financial performance, 2008/09-2012/13
                                                                                                                                                                                                                • Figure 85: Debenhams: Outlet data, 2008/09-2012/13
                                                                                                                                                                                                              • Retail offering
                                                                                                                                                                                                              • Fenwick

                                                                                                                                                                                                                  • What we think
                                                                                                                                                                                                                    • Company background
                                                                                                                                                                                                                      • Company performance
                                                                                                                                                                                                                        • Figure 86: Fenwick Ltd: Group Financial Performance, 2008/09-2013/14
                                                                                                                                                                                                                        • Figure 87: Fenwick Ltd: Outlet Data, 2009-14
                                                                                                                                                                                                                    • Harrods

                                                                                                                                                                                                                        • What we think
                                                                                                                                                                                                                          • Company background
                                                                                                                                                                                                                            • Company performance
                                                                                                                                                                                                                              • Figure 88: Harrods Ltd: Group Financial Performance, 2009/10-2013/14 (est)
                                                                                                                                                                                                                              • Figure 89: Harrods Ltd: Outlet Data, 2010-14
                                                                                                                                                                                                                            • Retail offering
                                                                                                                                                                                                                            • Harvey Nichols

                                                                                                                                                                                                                                • What we think
                                                                                                                                                                                                                                  • Where next?
                                                                                                                                                                                                                                    • Company background
                                                                                                                                                                                                                                      • Company performance
                                                                                                                                                                                                                                        • Figure 90: Harvey Nichols: Group financial performance, 2009-14(est)
                                                                                                                                                                                                                                        • Figure 91: Harvey Nichols: Outlet data, 2009-13
                                                                                                                                                                                                                                        • Figure 92: Harvey Nichols International Stores, 2013
                                                                                                                                                                                                                                      • Retail offering
                                                                                                                                                                                                                                      • House of Fraser

                                                                                                                                                                                                                                          • What we think
                                                                                                                                                                                                                                            • Chinese conglomerate Sanpower acquires House of Fraser
                                                                                                                                                                                                                                              • Impressive sales figures but profit margins continue to lag in the sector
                                                                                                                                                                                                                                                • Investment in brands and multi-channel pays off
                                                                                                                                                                                                                                                  • Innovation
                                                                                                                                                                                                                                                    • In-store experience
                                                                                                                                                                                                                                                      • International opportunities
                                                                                                                                                                                                                                                        • Company background
                                                                                                                                                                                                                                                          • Company performance
                                                                                                                                                                                                                                                            • Figure 93: House of Fraser: Financial performance, 2008/09-2013/14
                                                                                                                                                                                                                                                          • Trade picks up through 2013/14
                                                                                                                                                                                                                                                            • Stores
                                                                                                                                                                                                                                                              • Figure 94: House of Fraser: Outlet data, 2008/09-2012/13
                                                                                                                                                                                                                                                            • Retail offering
                                                                                                                                                                                                                                                            • John Lewis

                                                                                                                                                                                                                                                                • What we think
                                                                                                                                                                                                                                                                  • Strong Christmas
                                                                                                                                                                                                                                                                    • And another stellar year
                                                                                                                                                                                                                                                                      • Good prospects
                                                                                                                                                                                                                                                                        • Omni-channel capability
                                                                                                                                                                                                                                                                          • Innovation
                                                                                                                                                                                                                                                                            • Ethical stance sets it apart
                                                                                                                                                                                                                                                                              • Company background
                                                                                                                                                                                                                                                                                • Company performance
                                                                                                                                                                                                                                                                                  • Figure 95: John Lewis: Department store financial performance, 2008/09-2013/14
                                                                                                                                                                                                                                                                                  • Figure 96: John Lewis: department stores outlet data, 2008/09-2013/14
                                                                                                                                                                                                                                                                                • Retail offering
                                                                                                                                                                                                                                                                                • Marks & Spencer

                                                                                                                                                                                                                                                                                    • What we think
                                                                                                                                                                                                                                                                                      • Where next?
                                                                                                                                                                                                                                                                                        • Company background
                                                                                                                                                                                                                                                                                          • Company performance
                                                                                                                                                                                                                                                                                            • Figure 97: Marks & Spencer, UK like-for-like growth, 2012/13, 2013/14
                                                                                                                                                                                                                                                                                            • Figure 98: Marks & Spencer: Group financial performance, 2008/9-2013/14
                                                                                                                                                                                                                                                                                            • Figure 99: Marks & Spencer store portfolio, September 2013
                                                                                                                                                                                                                                                                                            • Figure 100: Marks & Spencer: Estimated sales area breakdown, Sept 2013
                                                                                                                                                                                                                                                                                            • Figure 101: Marks & Spencer: Outlet data, 2008/9-2013/14
                                                                                                                                                                                                                                                                                          • Retail offering
                                                                                                                                                                                                                                                                                          • Selfridges

                                                                                                                                                                                                                                                                                              • What we think
                                                                                                                                                                                                                                                                                                • No significant investment
                                                                                                                                                                                                                                                                                                  • Primark launched in-store
                                                                                                                                                                                                                                                                                                    • Online still young
                                                                                                                                                                                                                                                                                                      • Looking forward
                                                                                                                                                                                                                                                                                                        • Company background
                                                                                                                                                                                                                                                                                                          • Company performance
                                                                                                                                                                                                                                                                                                            • Figure 102: Selfridges: Group financial performance, 2009/10-2013/14
                                                                                                                                                                                                                                                                                                            • Figure 103: Selfridges: Outlet Data, 2010-14
                                                                                                                                                                                                                                                                                                            • Figure 104: Selfridges store portfolio, 2013
                                                                                                                                                                                                                                                                                                          • Retail offering
                                                                                                                                                                                                                                                                                                          • Appendix – Sector Size and Forecast

                                                                                                                                                                                                                                                                                                              • Figure 105: Best-and worst-case forecast for department store sales, 2008-18
                                                                                                                                                                                                                                                                                                          • Appendix – Brand Research

                                                                                                                                                                                                                                                                                                              • Figure 106: Brand usage, January 2014
                                                                                                                                                                                                                                                                                                              • Figure 107: Brand usage, November 2013
                                                                                                                                                                                                                                                                                                              • Figure 108: Brand commitment, November 2013 and January 2014
                                                                                                                                                                                                                                                                                                              • Figure 109: Brand momentum, November 2013 and January 2014
                                                                                                                                                                                                                                                                                                              • Figure 110: Brand diversity, November 2013 and January 2014
                                                                                                                                                                                                                                                                                                              • Figure 111: Brand satisfaction, November 2013 and January 2014
                                                                                                                                                                                                                                                                                                              • Figure 112: Brand recommendation, November 2013 and January 2014
                                                                                                                                                                                                                                                                                                              • Figure 113: Brand attitude, November 2013 and January 2014
                                                                                                                                                                                                                                                                                                              • Figure 114: Brand image – Macro image, November 2013 and January 2014
                                                                                                                                                                                                                                                                                                              • Figure 115: Brand image – Micro image, November 2013 and January 2014
                                                                                                                                                                                                                                                                                                          • Appendix – The Consumer – How Often They Shop

                                                                                                                                                                                                                                                                                                              • Figure 116: Most popular how often they shop at department stores – Bought in-store and online, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 117: Next most popular how often they shop at department stores – Bought in-store and online, by demographics, March 2014
                                                                                                                                                                                                                                                                                                          • Appendix – The Consumer – Where They Shop

                                                                                                                                                                                                                                                                                                              • Figure 118: Most popular what department stores people shop at – Bought in-store and online, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 119: Next most popular what department stores people shop at – Bought in-store and online, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 120: Other what department stores people shop at – Bought in-store and online, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 121: Most popular what department stores people shop at – Bought in-store, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 122: Next most popular what department stores people shop at – Bought in-store, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 123: Other what department stores people shop at – Bought in-store, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 124: Most popular what department stores people shop at – Bought online, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 125: Next most popular what department stores people shop at – Bought online, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 126: Other what department stores people shop at – Bought online, by demographics, March 2014
                                                                                                                                                                                                                                                                                                          • Appendix – The Consumer – What They Buy

                                                                                                                                                                                                                                                                                                              • Figure 127: Most popular products purchased at department stores – Bought in-store and online, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 128: Next most popular products purchased at department stores – Bought in-store and online, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 129: Other products purchased at department stores – Bought in-store and online, by demographics, March 2014
                                                                                                                                                                                                                                                                                                          • Appendix – The Consumer – Levels of Satisfaction with Department Stores

                                                                                                                                                                                                                                                                                                              • Figure 130: Most popular level of satisfaction with last department store purchased from – Product quality, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 131: Next most popular level of satisfaction with last department store purchased from – Product quality, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 132: Most popular level of satisfaction with last department store purchased from – Product availability, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 133: Next most popular level of satisfaction with last department store purchased from – Product availability, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 134: Most popular level of satisfaction with last department store purchased from – Store standards, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 135: Next most popular level of satisfaction with last department store purchased from – Store standards, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 136: Most popular level of satisfaction with last department store purchased from – Customer service, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 137: Next most popular level of satisfaction with last department store purchased from – Customer service, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 138: Most popular level of satisfaction with last department store purchased from – Ease of navigation within the store, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 139: Next most popular level of satisfaction with last department store purchased from – Ease of navigation within the store, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 140: Most popular level of satisfaction with last department store purchased from – Waiting time at check-out, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 141: Next most popular level of satisfaction with last department store purchased from – Waiting time at check-out, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 142: Most popular level of satisfaction with last department store purchased from – Value for money, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 143: Next most popular level of satisfaction with last department store purchased from – Value for money, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 144: Most popular level of satisfaction with last department store purchased from – Ease of use of the website, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 145: Next most popular level of satisfaction with last department store purchased from – Ease of use of the website, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 146: Most popular level of satisfaction with last department store purchased from – Fashionable clothing range, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 147: Next most popular level of satisfaction with last department store purchased from – Fashionable clothing range, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 148: Most popular level of satisfaction with last department store purchased from – In-store/online delivery options, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 149: Next most popular level of satisfaction with last department store purchased from – In-store/online delivery options, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 150: Most popular level of satisfaction with last department store purchased from – In-store services, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 151: Next most popular level of satisfaction with last department store purchased from – In-store services, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 152: Most popular level of satisfaction with last department store purchased from – Buy/reserve online and collect in-store service, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 153: Next most popular level of satisfaction with last department store purchased from – Buy/reserve online and collect in-store service, by demographics, March 2014
                                                                                                                                                                                                                                                                                                          • Appendix – The Consumer – What Would Encourage Consumers to Shop More at Department Stores

                                                                                                                                                                                                                                                                                                              • Figure 154: Most popular what would encourage them to shop more at a department store, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 155: Next most popular what would encourage them to shop more at a department store, by demographics, March 2014
                                                                                                                                                                                                                                                                                                              • Figure 156: Other what would encourage them to shop more at a department store, by demographics, March 2014

                                                                                                                                                                                                                                                                                                          Companies Covered

                                                                                                                                                                                                                                                                                                          • Beale Plc
                                                                                                                                                                                                                                                                                                          • Debenhams UK
                                                                                                                                                                                                                                                                                                          • Fenwick Ltd
                                                                                                                                                                                                                                                                                                          • Harrods Group Total
                                                                                                                                                                                                                                                                                                          • Harvey Nichols UK
                                                                                                                                                                                                                                                                                                          • House of Fraser Plc
                                                                                                                                                                                                                                                                                                          • John Lewis Plc (department store)
                                                                                                                                                                                                                                                                                                          • Liberty Retail Plc
                                                                                                                                                                                                                                                                                                          • Marks & Spencer
                                                                                                                                                                                                                                                                                                          • Marks & Spencer (UK)
                                                                                                                                                                                                                                                                                                          • Mason’s Timber Products [F. W. Mason & Sons Ltd]
                                                                                                                                                                                                                                                                                                          • Morleys Stores Ltd
                                                                                                                                                                                                                                                                                                          • Oldrid & Co Ltd
                                                                                                                                                                                                                                                                                                          • Selfridges Group
                                                                                                                                                                                                                                                                                                          • W Boyes & Co Ltd

                                                                                                                                                                                                                                                                                                          Department Store Retailing - UK - April 2014

                                                                                                                                                                                                                                                                                                          £1,995.00 (Excl.Tax)