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E-Commerce - UK - February 2010

  • Internet penetration has reached a plateau at around 70% of the population. Shopping is a key activity for anyone with online access – 90% of those with Internet connections say they have bought something in the last year.
  • And the popularity of buying online has increased in spite of the recession. Some 42% of consumers say they have bought more than last year against 16% who say they have bought less.
  • But the recession has hit the willingness to buy higher ticket price items and there has been a small net reduction in the number of people buying higher value goods.
  • The most enthusiastic online shoppers are those in the 25-45 age range. They are the group that is most time pressured and has taken on most commitments. The 18-25 year-olds tend to prefer going to shops.
  • Satisfaction with online shopping is high and there is a general perception that the quality of service is very good. But the young (under 25s) are noticeably more impatient than older age groups.
  • Delivery ought to be one of the major problems for any form of home shopping. That is why there is a high take up of services such as Argos’ which allow customers to reserve goods and then collect them from the store (22% say they do that). But other alternatives, such as collecting from a local C-store, or having goods delivered to work are much less popular (3% and 5% respectively).

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Table of contents

  1. Issues in the Market

      • Main themes
        • Definitions
          • Financial definitions
            • Abbreviations
            • Future Opportunities

              • What’s happening?
                • Is Multi-channel retailing the way forward?
                  • Do retailers really want to encourage buying online?
                    • Delivery – home shopping’s biggest drawback
                      • How can the Pure plays fight back?
                        • We need much faster broadband connections
                        • Market in Brief

                          • The market
                            • Growth
                              • Forecast
                                • Who shops online?
                                  • Satisfaction with shopping online
                                    • Where next?
                                    • Broader Market Environment

                                      • The economy – only a very weak recovery
                                        • Employment falling, unemployment rising
                                          • Figure 1: UK workforce and employment, by gender, 2004-14
                                          • Figure 2: Unemployment rate, 1990-2009*
                                        • Incomes and spending
                                          • Figure 3: PDI and consumer expenditure, at current prices, 2004-14
                                        • Population growing, birth rate falling
                                          • Figure 4: Trends in UK population, by age, 2004-14
                                        • Growth of broadband
                                          • Figure 5: Internet access, 2001-09
                                          • Figure 6: Broadband access, by age and socio-economic group, October 2009
                                      • Strengths and Weaknesses

                                        • Who’s Innovating?

                                            • Waiting for the Next Big Thing
                                              • More of the same
                                                • Overcoming the delivery hurdle
                                                  • Expanding the range
                                                    • Web innovation
                                                    • Sector Size and Forecast

                                                      • Key points
                                                        • Non-store retailers
                                                            • Figure 7: UK: Non-store retailers’ sales relative to all retail sales, 1994-2009
                                                          • Other guides to online sales
                                                            • Figure 8: UK: Internet retail sales as percentage all retail sales, 2006 (Nov)-2009
                                                          • Technical notes
                                                            • Inclusions/exclusions
                                                              • Market size estimate
                                                                • Figure 9: UK: E-commerce, estimated total market size, 2007-09
                                                                • Figure 10: UK: E-commerce market, by type of retailer, 2009
                                                                • Figure 11: UK: E-commerce, share of all retail sales, 2005-09
                                                              • E-commerce – share of broad retail categories
                                                                • Figure 12: UK: E-commerce, share of retail sales, by broad sector, 2005-09
                                                              • Forecast
                                                              • Retailer Competitor Analysis

                                                                  • Figure 13: Retail websites visited by UK residents, Jan 2010
                                                                • Food retailers
                                                                  • Figure 14: UK: Leading food retailers, online sales, 2007-09
                                                                  • Figure 15: UK: Leading food home shopping retailers, 2007/08-2008/09
                                                                • Market positioning
                                                                  • Figure 16: Online food retailers market positioning, Nov 2009-Jan 2010
                                                                • Clothing
                                                                  • Figure 17: UK: Major retailers of clothing, share of online fashion sales, 2009
                                                                • Market positioning
                                                                  • Figure 18: Online clothing retailers market positioning, Nov 2009-Jan 2010
                                                                • Books, recorded music and video
                                                                  • Homewares
                                                                    • Figure 19: UK: Electricals retailing, major online players’ online sales, 2009
                                                                  • Market positioning
                                                                    • Figure 20: Online homewares retailers market positioning, Nov 2009-Jan 2010
                                                                  • Mail order and internet pure plays
                                                                      • Figure 21: UK: Internet sales of home shopping companies, 2007-09
                                                                    • Market shares
                                                                      • Figure 22: UK: E-commerce, leading players, 2009
                                                                  • Who Shops Online and What Do They Buy?

                                                                    • Key points
                                                                      • The research
                                                                        • Figure 23: Penetration of broadband internet at home, by demographics, October 2009
                                                                      • Who shops online and how often?
                                                                        • Figure 24: How often go ‘online’ to browse and purchase goods, November 2009
                                                                        • Figure 25: Frequency of browsing, by age and socio-economic group, November 2009
                                                                      • Are they shopping more or less than last year?
                                                                          • Figure 26: Buying products online in general this year compared to last year, November 2009
                                                                          • Figure 27: Profile of those who buy more or less online, November 2009
                                                                        • What do they buy?
                                                                          • Figure 28: Products bought online in the last 12 months, November 2009
                                                                          • Figure 29: Profile of purchasers of particular items, November 2009
                                                                      • Attitudes to Shopping Online

                                                                        • Key points
                                                                          • Attitudes to delivery
                                                                            • Figure 30: Attitudes towards receiving orders from buying goods online, November 2009
                                                                          • Delivery
                                                                            • Figure 31: Reaction to “My deliveries always arrive quickly, with the minimum amount of hassle”, Nov 2009
                                                                          • “Call and Collect”
                                                                            • Delivery costs
                                                                              • Figure 32: Attitudes to delivery costs, November 2009
                                                                            • The postal strike
                                                                              • Figure 33: Numbers of people buying anything online, 2002-09
                                                                            • Mobile phone retailing
                                                                              • Figure 34: Attitudes towards buying goods through mobile phone, November 2009
                                                                          • Consumer – Further Analysis

                                                                            • Key points
                                                                              • Word association
                                                                                  • Figure 35: Words or phrases associated with buying online, November 2009
                                                                                  • Figure 36: Three biggest word associations, by age, November 2009
                                                                                • Typologies
                                                                                  • Figure 37: Target groups on words or phrases associated with buying online, November 2009
                                                                                  • Figure 38: Profile of target groups, November 2009
                                                                                • Characteristics of target groups
                                                                                  • Figure 39: How often go ‘online’ to browse goods, by target groups on words or phrases associated with buying online, November 2009
                                                                                  • Figure 40: How often go ‘online’ to purchase goods, by target groups on words or phrases associated with buying online, November 2009
                                                                                  • Figure 41: Products bought online in the last 12 months, by target groups on words or phrases associated with buying online, November 2009
                                                                                  • Figure 42: Repertoire of products bought online in the last 12 months, by target groups on words or phrases associated with buying online, November 2009
                                                                                  • Figure 43: Buying products online in general this year compared to last year, by target groups on words or phrases associated with buying online, November 2009
                                                                                  • Figure 44: Buying products online in general this year compared to last year, by target groups on words or phrases associated with buying online, November 2009
                                                                                  • Figure 45: Attitudes towards receive orders from buying goods online, by target groups on words or phrases associated with buying online, November 2009
                                                                                  • Figure 46: Attitudes towards buying goods through mobile phone, by target groups on words or phrases associate with buying online, November 2009
                                                                                  • Figure 47: Words or phrases associate with buying online, by target groups on words or phrases associated with buying online, November 2009
                                                                              • Amazon.com Inc

                                                                                  • Strategic evaluation
                                                                                    • History
                                                                                      • Financial performance
                                                                                        • Figure 48: Amazon.com Inc: Group financial performance, 2005-09
                                                                                      • Retail offering
                                                                                        • Figure 49: Amazon.com Inc: Sales mix, North America and International, 2008
                                                                                        • Figure 50: Amazon.com: Dates of market entry
                                                                                      • Market positioning
                                                                                        • Figure 51: Profile of Amazon UK online customers, Nov 2009-Jan2010
                                                                                      • Pricing
                                                                                        • Third party sellers
                                                                                        • Apple

                                                                                            • Strategic evaluation
                                                                                              • History
                                                                                                • Financial performance
                                                                                                    • Figure 52: Apple Retail: Group financial performance, 2005-09
                                                                                                  • e-commerce offering
                                                                                                    • Product offer
                                                                                                      • Pricing
                                                                                                        • Advertising and marketing
                                                                                                        • Argos

                                                                                                            • Strategic evaluation
                                                                                                              • History
                                                                                                                • Financial performance
                                                                                                                  • Figure 53: Argos: Group financial performance, 2004/05-2008/09
                                                                                                                • Retail offering
                                                                                                                  • Figure 54: Argos: Product mix, 2008/09
                                                                                                                • Market positioning
                                                                                                                  • Figure 55: Profile of Argos online customers, Nov 2009-Jan2010
                                                                                                                • Operational issues
                                                                                                                  • Figure 56: Argos: Multi-channel sales, by channel, 2008/09
                                                                                                              • Asda Group Ltd

                                                                                                                  • Strategic evaluation
                                                                                                                    • History
                                                                                                                      • Financial performance
                                                                                                                        • Figure 57: Asda Group Ltd: Group financial performance, 2004-08
                                                                                                                      • Retail offering
                                                                                                                        • Market positioning
                                                                                                                          • Figure 58: Profile of Asda’s online customers, Nov 2009-Jan 2010
                                                                                                                        • Operational issues
                                                                                                                        • Asos

                                                                                                                            • Strategic evaluation
                                                                                                                              • History
                                                                                                                                • Financial performance
                                                                                                                                  • Figure 59: ASOS: Group financial performance, 2004/05-2008/09
                                                                                                                                • Retail offering
                                                                                                                                  • Customer profile
                                                                                                                                    • Figure 60: Profile of Asos online customers, Nov 2009-Jan 2010
                                                                                                                                  • Brands
                                                                                                                                    • Pricing
                                                                                                                                      • Operational issues
                                                                                                                                      • Debenhams

                                                                                                                                          • Strategic evaluation
                                                                                                                                            • History
                                                                                                                                              • Financial performance
                                                                                                                                                • Figure 61: Debenhams: Group financial performance, 2004/05-2008/09
                                                                                                                                              • E-commerce
                                                                                                                                                • Figure 62: Debenhams group: Estimated online sales performance, 2005-09
                                                                                                                                              • Retail offering
                                                                                                                                                • Market positioning
                                                                                                                                                  • Figure 63: Profile of Debenhams online customers, Nov 2009-Jan 2010
                                                                                                                                                • Brands
                                                                                                                                                  • Product offer
                                                                                                                                                    • Pricing
                                                                                                                                                      • Operational issues
                                                                                                                                                        • Advertising and marketing
                                                                                                                                                        • Dell Retail

                                                                                                                                                            • Strategic evaluation
                                                                                                                                                              • Background
                                                                                                                                                                • Financial performance
                                                                                                                                                                  • Figure 64: Dell B2C Retail: Group financial performance, 2004/05-2008/09
                                                                                                                                                                • Retail offering
                                                                                                                                                                  • Market positioning
                                                                                                                                                                    • Figure 65: Profile of Dell UK online customers, Nov 2009-Jan 2010
                                                                                                                                                                  • Brands
                                                                                                                                                                    • Product offer
                                                                                                                                                                      • Pricing
                                                                                                                                                                      • DSG International

                                                                                                                                                                          • Strategic evaluation
                                                                                                                                                                            • History
                                                                                                                                                                              • Financial performance
                                                                                                                                                                                • Figure 66: DSG International: Group financial performance, 2005-09
                                                                                                                                                                              • Retail offering
                                                                                                                                                                                • Market positioning
                                                                                                                                                                                  • Figure 67: Profile of Currys online customers, Nov 2009-Jan 2010
                                                                                                                                                                                  • Figure 68: Profile of Dixons.co.uk online customers, Nov 2009-Jan 2010
                                                                                                                                                                                  • Figure 69: Profile of PC World online customers, Nov 2009-Jan 2010
                                                                                                                                                                                • Brands
                                                                                                                                                                                  • Product offer
                                                                                                                                                                                    • Pricing
                                                                                                                                                                                      • Operational issues
                                                                                                                                                                                        • Advertising and marketing
                                                                                                                                                                                        • eBay Inc

                                                                                                                                                                                            • Strategic evaluation
                                                                                                                                                                                              • History
                                                                                                                                                                                                • Financial performance
                                                                                                                                                                                                  • Figure 70: eBay Inc: Group financial performance, 2005-09
                                                                                                                                                                                                  • Figure 71: eBay inc: Financial performance, by main operating segments, 2005-09
                                                                                                                                                                                                • e-commerce offering
                                                                                                                                                                                                  • How eBay works
                                                                                                                                                                                                    • Product offer
                                                                                                                                                                                                      • Customer profile
                                                                                                                                                                                                        • Figure 72: Profile of eBay UK online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                      • Pricing
                                                                                                                                                                                                        • PayPal
                                                                                                                                                                                                          • Advertising and marketing
                                                                                                                                                                                                          • HMV Group

                                                                                                                                                                                                              • Strategic evaluation
                                                                                                                                                                                                                • History
                                                                                                                                                                                                                  • Financial performance
                                                                                                                                                                                                                    • Figure 73: HMV Group: Group financial performance, 2004/05-2008/09
                                                                                                                                                                                                                  • Retail offering
                                                                                                                                                                                                                    • Market positioning
                                                                                                                                                                                                                      • Figure 74: Profile of HMV online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                    • Product offer
                                                                                                                                                                                                                      • Pricing
                                                                                                                                                                                                                        • Operational issues
                                                                                                                                                                                                                          • Advertising and marketing
                                                                                                                                                                                                                          • John Lewis Direct

                                                                                                                                                                                                                              • Strategic evaluation
                                                                                                                                                                                                                                • History
                                                                                                                                                                                                                                  • Financial performance
                                                                                                                                                                                                                                    • Figure 75: John Lewis Partnership: Group financial performance, 2004/05-2008/09
                                                                                                                                                                                                                                  • Online performance
                                                                                                                                                                                                                                    • Figure 76: John Lewis Direct: Estimated online sales, 2005-09
                                                                                                                                                                                                                                  • Retail offering
                                                                                                                                                                                                                                    • Market positioning
                                                                                                                                                                                                                                      • Figure 77: Profile of John Lewis online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                                    • Brands
                                                                                                                                                                                                                                      • Product offer
                                                                                                                                                                                                                                        • Pricing
                                                                                                                                                                                                                                          • Operational issues
                                                                                                                                                                                                                                          • Kesa Electricals

                                                                                                                                                                                                                                              • Strategic evaluation
                                                                                                                                                                                                                                                • History
                                                                                                                                                                                                                                                  • Financial performance
                                                                                                                                                                                                                                                    • Figure 78: Kesa Electricals: Group financial performance, 2004/05-2008/09
                                                                                                                                                                                                                                                  • Retail offering
                                                                                                                                                                                                                                                    • Figure 79: Kesa Electricals Group European websites, 2010
                                                                                                                                                                                                                                                  • Market positioning
                                                                                                                                                                                                                                                    • Figure 80: Profile of Comet online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                  • Brands
                                                                                                                                                                                                                                                    • Product offer
                                                                                                                                                                                                                                                      • Pricing
                                                                                                                                                                                                                                                        • Operational issues
                                                                                                                                                                                                                                                          • Advertising and marketing
                                                                                                                                                                                                                                                          • M and M Direct Ltd

                                                                                                                                                                                                                                                              • Strategic evaluation
                                                                                                                                                                                                                                                                • History
                                                                                                                                                                                                                                                                  • Financial performance
                                                                                                                                                                                                                                                                    • Figure 81: M and M Direct Ltd: Group financial performance, 2004/05-2008/09
                                                                                                                                                                                                                                                                  • Retail offering
                                                                                                                                                                                                                                                                    • Market positioning
                                                                                                                                                                                                                                                                      • Figure 82: Profile of M&M online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                    • Brands
                                                                                                                                                                                                                                                                      • Product offer
                                                                                                                                                                                                                                                                        • Pricing
                                                                                                                                                                                                                                                                          • Operational issues
                                                                                                                                                                                                                                                                          • Next Directory

                                                                                                                                                                                                                                                                              • Strategic evaluation
                                                                                                                                                                                                                                                                                • History
                                                                                                                                                                                                                                                                                  • Financial performance
                                                                                                                                                                                                                                                                                    • Figure 83: Next Directory: Financial performance, year to end January 2004-09
                                                                                                                                                                                                                                                                                  • Retail offering
                                                                                                                                                                                                                                                                                    • Market positioning
                                                                                                                                                                                                                                                                                      • Figure 84: Profile of Next online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                                    • Brands
                                                                                                                                                                                                                                                                                      • Product offer
                                                                                                                                                                                                                                                                                        • Pricing
                                                                                                                                                                                                                                                                                          • Operational issues
                                                                                                                                                                                                                                                                                            • Advertising and marketing
                                                                                                                                                                                                                                                                                            • Ocado

                                                                                                                                                                                                                                                                                                • Strategic evaluation
                                                                                                                                                                                                                                                                                                  • Background
                                                                                                                                                                                                                                                                                                    • Financial performance
                                                                                                                                                                                                                                                                                                      • Figure 85: Ocado Ltd: Group financial performance, 2004-09
                                                                                                                                                                                                                                                                                                    • Retail offering
                                                                                                                                                                                                                                                                                                      • Market positioning
                                                                                                                                                                                                                                                                                                        • Figure 86: Profile of Ocado online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                                                      • Operational issues
                                                                                                                                                                                                                                                                                                      • Play.com

                                                                                                                                                                                                                                                                                                          • Strategic evaluation
                                                                                                                                                                                                                                                                                                            • History
                                                                                                                                                                                                                                                                                                              • Financial performance
                                                                                                                                                                                                                                                                                                                • Figure 87: Play.com: Group financial performance, 2006-08
                                                                                                                                                                                                                                                                                                              • Retail offering
                                                                                                                                                                                                                                                                                                                • Market positioning
                                                                                                                                                                                                                                                                                                                  • Figure 88: Profile of Play.com online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                                                                • Brands
                                                                                                                                                                                                                                                                                                                  • Product offer
                                                                                                                                                                                                                                                                                                                    • Pricing
                                                                                                                                                                                                                                                                                                                      • Advertising and marketing
                                                                                                                                                                                                                                                                                                                      • Redcats

                                                                                                                                                                                                                                                                                                                          • Strategic evaluation
                                                                                                                                                                                                                                                                                                                            • History
                                                                                                                                                                                                                                                                                                                              • Financial performance
                                                                                                                                                                                                                                                                                                                                • Figure 89: Redcats: Group financial performance, 2004-08
                                                                                                                                                                                                                                                                                                                              • Retail offering
                                                                                                                                                                                                                                                                                                                                • Figure 90: Redcats: Group European websites, 2010
                                                                                                                                                                                                                                                                                                                              • Market positioning
                                                                                                                                                                                                                                                                                                                                • Brands
                                                                                                                                                                                                                                                                                                                                  • Product offer
                                                                                                                                                                                                                                                                                                                                    • Pricing
                                                                                                                                                                                                                                                                                                                                      • Operational issues
                                                                                                                                                                                                                                                                                                                                        • Advertising and marketing
                                                                                                                                                                                                                                                                                                                                        • J Sainsbury

                                                                                                                                                                                                                                                                                                                                            • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                              • History
                                                                                                                                                                                                                                                                                                                                                • Financial performance
                                                                                                                                                                                                                                                                                                                                                  • Figure 91: J Sainsbury: Group financial performance, 2005-09
                                                                                                                                                                                                                                                                                                                                                • Retail offering
                                                                                                                                                                                                                                                                                                                                                  • Market positioning
                                                                                                                                                                                                                                                                                                                                                    • Figure 92: Profile of Sainsbury’s online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                                                                                                  • Brands
                                                                                                                                                                                                                                                                                                                                                    • Figure 93: Sainsbury’s Supermarkets: Own-label online portfolio, January 2010
                                                                                                                                                                                                                                                                                                                                                  • Product offer
                                                                                                                                                                                                                                                                                                                                                    • Pricing
                                                                                                                                                                                                                                                                                                                                                      • Operational issues
                                                                                                                                                                                                                                                                                                                                                        • Advertising and marketing
                                                                                                                                                                                                                                                                                                                                                        • Shop Direct Group

                                                                                                                                                                                                                                                                                                                                                            • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                              • History
                                                                                                                                                                                                                                                                                                                                                                • Financial performance
                                                                                                                                                                                                                                                                                                                                                                  • Figure 94: Shop Direct Group: Group financial performance, 2005-09
                                                                                                                                                                                                                                                                                                                                                                • Retail offering
                                                                                                                                                                                                                                                                                                                                                                  • Market positioning
                                                                                                                                                                                                                                                                                                                                                                    • Figure 95: Profile of Shop Direct online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                                                                                                                  • Brands
                                                                                                                                                                                                                                                                                                                                                                    • Product offer
                                                                                                                                                                                                                                                                                                                                                                      • Pricing
                                                                                                                                                                                                                                                                                                                                                                        • Operational issues
                                                                                                                                                                                                                                                                                                                                                                          • Advertising and marketing
                                                                                                                                                                                                                                                                                                                                                                          • Tesco.com

                                                                                                                                                                                                                                                                                                                                                                              • Strategic evaluation
                                                                                                                                                                                                                                                                                                                                                                                • Background
                                                                                                                                                                                                                                                                                                                                                                                  • Financial performance
                                                                                                                                                                                                                                                                                                                                                                                      • Figure 96: Tesco Plc: Group financial performance, 2004-08
                                                                                                                                                                                                                                                                                                                                                                                    • Retail offering
                                                                                                                                                                                                                                                                                                                                                                                      • Market positioning
                                                                                                                                                                                                                                                                                                                                                                                        • Figure 97: Profile of Tesco online customers, Nov 2009-Jan 2010
                                                                                                                                                                                                                                                                                                                                                                                      • Pricing
                                                                                                                                                                                                                                                                                                                                                                                        • Operational issues
                                                                                                                                                                                                                                                                                                                                                                                        • Appendix – Who Shops Online and What Do They Buy?

                                                                                                                                                                                                                                                                                                                                                                                            • Figure 98: How often go ‘online’ to browse goods, by demographics, November 2009
                                                                                                                                                                                                                                                                                                                                                                                            • Figure 99: How often go ‘online’ to purchase goods, by demographics, November 2009
                                                                                                                                                                                                                                                                                                                                                                                            • Figure 100: Buying products online in general this year compared to last year, by demographics, November 2009
                                                                                                                                                                                                                                                                                                                                                                                            • Figure 101: Buying products online in general this year compared to last year, by demographics, November 2009
                                                                                                                                                                                                                                                                                                                                                                                            • Figure 102: Most popular products bought online in the last 12 months, by demographics, November 2009
                                                                                                                                                                                                                                                                                                                                                                                            • Figure 103: Next most popular products bought online in the last 12 months, by demographics, November 2009 (continued)
                                                                                                                                                                                                                                                                                                                                                                                            • Figure 104: Other products bought online in the last 12 months, by demographics, November 2009 (continued)
                                                                                                                                                                                                                                                                                                                                                                                            • Figure 105: Least popular products bought online in the last 12 months, by demographics, November 2009 (continued)
                                                                                                                                                                                                                                                                                                                                                                                        • Appendix – Attitudes to Shopping Online

                                                                                                                                                                                                                                                                                                                                                                                            • Figure 106: Most popular attitudes towards receiving orders from buying goods online, by demographics, November 2009
                                                                                                                                                                                                                                                                                                                                                                                            • Figure 107: Next most popular attitudes towards receive orders from buying goods online, by demographics, November 2009 (continued)
                                                                                                                                                                                                                                                                                                                                                                                            • Figure 108: Most popular attitudes towards buying goods through mobile phone, by demographics, November 2009
                                                                                                                                                                                                                                                                                                                                                                                            • Figure 109: Next most popular attitudes towards buying goods through mobile phone, by demographics, November 2009 (continued)
                                                                                                                                                                                                                                                                                                                                                                                        • Appendix – Consumer – Further Analysis

                                                                                                                                                                                                                                                                                                                                                                                            • Figure 110: Most popular words or phrases associate with buying online, by demographics, November 2009
                                                                                                                                                                                                                                                                                                                                                                                            • Figure 111: Next most popular words or phrases associate with buying online, by demographics, November 2009 (continued)
                                                                                                                                                                                                                                                                                                                                                                                            • Figure 112: Other words or phrases associate with buying online, by demographics, November 2009 (continued)
                                                                                                                                                                                                                                                                                                                                                                                            • Figure 113: Target groups on words or phrases associate with buying online, by demographics, November 2009

                                                                                                                                                                                                                                                                                                                                                                                        Companies Covered

                                                                                                                                                                                                                                                                                                                                                                                        • Acer
                                                                                                                                                                                                                                                                                                                                                                                        • Adidas
                                                                                                                                                                                                                                                                                                                                                                                        • Amazon.co.uk
                                                                                                                                                                                                                                                                                                                                                                                        • Apple Retail UK
                                                                                                                                                                                                                                                                                                                                                                                        • Argos
                                                                                                                                                                                                                                                                                                                                                                                        • Asda Group Ltd
                                                                                                                                                                                                                                                                                                                                                                                        • ASOS
                                                                                                                                                                                                                                                                                                                                                                                        • Bank of England
                                                                                                                                                                                                                                                                                                                                                                                        • Billabong International Ltd.
                                                                                                                                                                                                                                                                                                                                                                                        • Bodum
                                                                                                                                                                                                                                                                                                                                                                                        • British Sky Broadcasting Group plc (BSkyB)
                                                                                                                                                                                                                                                                                                                                                                                        • Carrefour
                                                                                                                                                                                                                                                                                                                                                                                        • Charles Tyrwhitt
                                                                                                                                                                                                                                                                                                                                                                                        • Co-operative Group
                                                                                                                                                                                                                                                                                                                                                                                        • Comet Group Ltd
                                                                                                                                                                                                                                                                                                                                                                                        • Cotton Traders Ltd
                                                                                                                                                                                                                                                                                                                                                                                        • Currys
                                                                                                                                                                                                                                                                                                                                                                                        • Darty Group
                                                                                                                                                                                                                                                                                                                                                                                        • Datart
                                                                                                                                                                                                                                                                                                                                                                                        • Debenhams Total (GTV)
                                                                                                                                                                                                                                                                                                                                                                                        • Dell B2C Retail
                                                                                                                                                                                                                                                                                                                                                                                        • Direct Wines Ltd
                                                                                                                                                                                                                                                                                                                                                                                        • Dixons Retail Plc
                                                                                                                                                                                                                                                                                                                                                                                        • Dyson Inc.
                                                                                                                                                                                                                                                                                                                                                                                        • Freemans Plc
                                                                                                                                                                                                                                                                                                                                                                                        • Google UK
                                                                                                                                                                                                                                                                                                                                                                                        • GreenBee
                                                                                                                                                                                                                                                                                                                                                                                        • HMV Retail Ltd
                                                                                                                                                                                                                                                                                                                                                                                        • Home Retail Group
                                                                                                                                                                                                                                                                                                                                                                                        • Homebase Ltd
                                                                                                                                                                                                                                                                                                                                                                                        • House of Fraser Plc
                                                                                                                                                                                                                                                                                                                                                                                        • J. Sainsbury
                                                                                                                                                                                                                                                                                                                                                                                        • John Lewis Plc (department store)
                                                                                                                                                                                                                                                                                                                                                                                        • Kingfisher Group
                                                                                                                                                                                                                                                                                                                                                                                        • Lidl (UK)
                                                                                                                                                                                                                                                                                                                                                                                        • Marks & Spencer
                                                                                                                                                                                                                                                                                                                                                                                        • Ocado Ltd
                                                                                                                                                                                                                                                                                                                                                                                        • Office for National Statistics
                                                                                                                                                                                                                                                                                                                                                                                        • Otto Group (Multichannel Retail)
                                                                                                                                                                                                                                                                                                                                                                                        • Panasonic
                                                                                                                                                                                                                                                                                                                                                                                        • PayPal Inc.
                                                                                                                                                                                                                                                                                                                                                                                        • PC World (DSG UK Computing)
                                                                                                                                                                                                                                                                                                                                                                                        • Primark Stores Ltd
                                                                                                                                                                                                                                                                                                                                                                                        • Quiksilver, Inc.
                                                                                                                                                                                                                                                                                                                                                                                        • River Island Clothing Co Ltd
                                                                                                                                                                                                                                                                                                                                                                                        • Saatchi & Saatchi (UK)
                                                                                                                                                                                                                                                                                                                                                                                        • Sainsbury's Bank
                                                                                                                                                                                                                                                                                                                                                                                        • Samsung Electronics (UK) Ltd
                                                                                                                                                                                                                                                                                                                                                                                        • Skype Technologies S.A.
                                                                                                                                                                                                                                                                                                                                                                                        • Sony (UK) Ltd
                                                                                                                                                                                                                                                                                                                                                                                        • T-Mobile (UK) Ltd
                                                                                                                                                                                                                                                                                                                                                                                        • Ted Baker
                                                                                                                                                                                                                                                                                                                                                                                        • Tesco Plc
                                                                                                                                                                                                                                                                                                                                                                                        • The Carphone Warehouse Ltd
                                                                                                                                                                                                                                                                                                                                                                                        • The Wine Society
                                                                                                                                                                                                                                                                                                                                                                                        • Topshop old
                                                                                                                                                                                                                                                                                                                                                                                        • Twitter, Inc.
                                                                                                                                                                                                                                                                                                                                                                                        • Virgin Media Ltd
                                                                                                                                                                                                                                                                                                                                                                                        • Virgin Mobile
                                                                                                                                                                                                                                                                                                                                                                                        • Waitrose
                                                                                                                                                                                                                                                                                                                                                                                        • Walmart Stores (USA)
                                                                                                                                                                                                                                                                                                                                                                                        • Waterstones Booksellers
                                                                                                                                                                                                                                                                                                                                                                                        • Wm Morrison Supermarkets
                                                                                                                                                                                                                                                                                                                                                                                        • Zavvi

                                                                                                                                                                                                                                                                                                                                                                                        E-Commerce - UK - February 2010

                                                                                                                                                                                                                                                                                                                                                                                        US $2,478.79 (Excl.Tax)