Sorry for interrupting, this website uses cookies to improve your experience. We'll assume you're ok with this, but you can opt-out if you wish. Learn more
Accept & Close

E-Commerce - UK - July 2014

"We think consumers are likely to become more demanding and that those retailers that innovate relentlessly - such as Amazon – are best-placed to win shoppers’ loyalty.”
- John Mercer, European Retail Analyst

In this report we ask the following questions:

  • How big will online get?
  • Why are pureplays outperforming?
  • Does m-commerce matter?

What you get

What's included

Why buy from us?

Succeed

Our reports will provide you with market data, consumer research and competitive intelligence to succeed in your market.

Instant Access

Buy now and you'll have instant access to the information you need to make the right decisions.

Opportunities

Find out what's next in the markets that matter to you: where opportunities lie and what challenges you will face.

Trusted

A business Superbrand, Mintel is a source you can trust. We have been defining and refining the Market Intelligence mix since 1972.

Table of contents

  1. Introduction

      • Market definition
        • Financial definitions
          • VAT
            • Abbreviations
            • Executive Summary

                • The market
                  • Online reaches 11% of all retail sales
                    • Figure 1: Internet retail sales (incl. VAT), 2009-19
                  • Share of all retailing
                    • Figure 2: Internet retail sales as % of all retail sales, 2009-19
                  • Market segmentation
                    • Figure 3: Breakdown of online retail sales by major category, 2014 (est)
                    • Figure 4: Online sales as % of total category sales, 2013 and 2014
                  • Companies, brands and innovation
                    • Figure 5: Leading online retailers: share of all online retail sales, 2013
                  • The consumer
                    • Shopping online, by device used
                      • Figure 6: The consumer: devices used to buy products online in the last 12 months, May 2014
                    • Categories bought, by device used
                      • Figure 7: The consumer: Items bought online in the last 12 months – any device, May 2014
                      • Figure 8: The consumer: Items bought online in the last 12 months – by device, May 2014
                    • Where they shopped, by food and non-food
                        • Figure 9: The consumer: Retailers used for food/drink purchases online in the past 12 months, May 2014
                        • Figure 10: The consumer: Retailers used for non-food purchases online in the past 12 months, May 2014
                      • Delivery, return and customers services used
                        • Figure 11: The consumer: Online delivery/return services and customer services used, May 2014
                      • Delivery, return and customers services they would use again
                        • Figure 12: The consumer: Likelihood of using online delivery/return services or customer services again, May 2014
                      • What would improve the online shopping experience
                        • Figure 13: The consumer: Factors likely to improve the online shopping experience, May 2014
                      • What we think
                      • Issues and Insights

                          • How big will online get?
                            • The facts
                              • The implications
                                • Why are pureplays outperforming?
                                  • The facts
                                    • The implications
                                      • Does m-commerce matter?
                                        • The facts
                                          • The implications
                                          • Trend Application

                                              • Experience is all
                                                • Life hacking
                                                  • Mintel futures
                                                  • The Market Environment

                                                    • Key points
                                                      • Proportion shopping online
                                                        • Figure 14: The consumer: Percentage having shopped online in the past three months, June 2013, September 2013, December 2013 and April 2014
                                                      • Device ownership
                                                        • Figure 15: Technology products personally owned, selected internet-enabled products, June 2013, September 2013, December 2013 and April 2014
                                                        • Figure 16: Technology products in household, selected internet-enabled products, June 2013, September 2013, December 2013 and April 2014
                                                      • Broadband access
                                                        • Figure 17: Percentage of all households with broadband access, 2011-13
                                                      • Consumer context
                                                        • Figure 18: Consumer confidence levels, June 2013-May 2014
                                                        • Figure 19: Annual % change in average weekly earnings versus annual % change in consumer prices, January 2010-February 2014
                                                    • Market Size and Forecast

                                                      • Key points
                                                        • Growth buoyed by m-commerce in 2013
                                                          • Figure 20: Internet retail sales (incl. VAT), 2009-19
                                                          • Figure 21: Internet retail sales as % of all retail sales, 2009-19
                                                          • Figure 22: Internet retail sales (incl. VAT), in current and constant prices, 2009-19
                                                        • Segmentation: Store-based retailers versus non-store retailers
                                                          • Figure 23: Internet retail sales, segmented by store-based/non-store retailers, 2014 (est)
                                                        • Segmentation: Store-based retailers slowly losing out
                                                          • Figure 24: Internet retail sales by store-based retailers (incl. VAT), 2009-19
                                                          • Figure 25: Internet retail sales by store-based retailers (incl. VAT), in current and constant prices, 2009-19
                                                        • Segmentation: Non-store retailers gaining share
                                                          • Figure 26: Internet retail sales by retailers without stores (incl. VAT), 2009-19
                                                          • Figure 27: Breakdown of internet retail sales by retailers without stores, by type of retailer, 2012-14
                                                          • Figure 28: Internet retail sales by retailers without stores (incl. VAT), in current and constant prices, 2009-19
                                                        • Forecast methodology
                                                          • The fan chart
                                                          • Segmentation by Product Category

                                                            • Key points
                                                              • Apparel, electricals and grocery dominate online
                                                                • Figure 29: Breakdown of online retail sales by major category, 2014 (est)
                                                                • Figure 30: Breakdown of online retail sales by major category (incl. VAT where applicable), in £ and % terms, 2013 and 2014 (est)
                                                              • Proportion of sales online by category
                                                                • Figure 31: Online sales as % of total category sales, 2013 and 2014
                                                              • Review of major product categories
                                                                • Electrical goods
                                                                  • Clothing and footwear
                                                                    • Grocery
                                                                    • Digital Spending

                                                                      • Key points
                                                                        • Digital set to near £2 billion
                                                                          • Figure 32: Breakdown of estimated spending on digital entertainment products, 2014
                                                                          • Figure 33: Digital sales – e-books, 2013 and 2014
                                                                          • Figure 34: Digital sales – music, 2013 and 2014
                                                                          • Figure 35: Digital sales – video, 2013 and 2014
                                                                          • Figure 36: Digital sales – computer/console games, 2013 and 2014
                                                                      • Who’s Innovating?

                                                                        • Key points
                                                                          • Parcelpod offers immediate returns
                                                                            • Shopping centre launches superior click-and-collect service
                                                                              • iBeacon proximity technology to alert shoppers
                                                                                • Point-and-buy shopping app
                                                                                  • Amazon smartphone’s product recognition technology
                                                                                    • Bluetooth enabled shop mannequins
                                                                                      • Premier shopping street to pioneer unique app
                                                                                        • New app aimed at time-conscious shoppers
                                                                                          • Apps that make the world ‘shoppable’
                                                                                            • Virtual trunk shows
                                                                                            • Strengths and Weaknesses

                                                                                              • Strengths
                                                                                                • Weaknesses
                                                                                                • Leading Online Retailers

                                                                                                  • Key points
                                                                                                    • The top 25 online retailers: Amazon retains a major lead
                                                                                                      • Figure 37: Leading online retailers’ net internet revenues, 2011-13
                                                                                                    • Top 25: Pureplays versus multichannel
                                                                                                      • Figure 38: Distribution of the revenues of the top-25 online retailers (as ranked in 2013), by type of retailer, 2011-13
                                                                                                    • Top 25: Proportion of sales generated online
                                                                                                      • Figure 39: Top 25 online retailers: Proportion of total sales transacted online, 2013
                                                                                                    • Top 25: By main category traded in
                                                                                                      • Figure 40: Top 25 online retailers, by major category traded in, 2013
                                                                                                  • Market Shares

                                                                                                    • Key points
                                                                                                      • Top 25 account for 72% of all online sales
                                                                                                        • Figure 41: Top 25 online retailers: Share of all online retail sales, 2011-13
                                                                                                    • Brand Research

                                                                                                      • Brand map
                                                                                                          • Figure 42: Attitudes towards and usage of brands in the online shopping sector, May 2014
                                                                                                        • Correspondence analysis
                                                                                                          • Brand attitudes
                                                                                                            • Figure 43: Attitudes, by online shopping brand, May 2014
                                                                                                          • Brand personality
                                                                                                            • Figure 44: Online shopping brand personality – macro image, May 2014
                                                                                                            • Figure 45: Online shopping brand personality – micro image, May 2014
                                                                                                          • Brand experience
                                                                                                            • Figure 46: Online shopping brand usage, May 2014
                                                                                                            • Figure 47: Satisfaction with various online shopping brands, May 2014
                                                                                                            • Figure 48: Consideration of online shopping brands, May 2014
                                                                                                            • Figure 49: Consumer perceptions of current online shopping brand performance, May 2014
                                                                                                          • Brand recommendation
                                                                                                            • Figure 50: Likely recommendation of various online shopping brands, May 2014
                                                                                                        • The Consumer – Leading Food Retailers – Customer Profiles

                                                                                                          • Key points
                                                                                                            • Note on the charts
                                                                                                              • Region
                                                                                                                • Figure 51: Leading online food retailers, relative strength by region, May 2014
                                                                                                              • Area lived in
                                                                                                                • Figure 52: Leading online food retailers, relative strength by type of area lived in, May 2014
                                                                                                              • Financial situation
                                                                                                                • Figure 53: Leading online food retailers, relative strength by current financial situation, May 2014
                                                                                                            • The Consumer – Leading Non-Food Retailers – Customer Profiles

                                                                                                              • Key points
                                                                                                                • Region
                                                                                                                  • Figure 54: Leading clothing and department store retailers, relative strength by region, May 2014
                                                                                                                  • Figure 55: Leading online electrical/DIY retailers, relative strength by region, May 2014
                                                                                                                  • Figure 56: Leading online miscellaneous retailers, relative strength by region, May 2014
                                                                                                                • Area lived in
                                                                                                                  • Figure 57: Leading clothing and department store retailers, relative strength by type of area lived in, May 2014
                                                                                                                  • Figure 58: Leading online electrical/DIY retailers, relative strength by type of area lived in, May 2014
                                                                                                                  • Figure 59: Leading online miscellaneous retailers, relative strength by type of area lived in, May 2014
                                                                                                                • Financial situation
                                                                                                                  • Figure 60: Leading clothing and department store retailers, relative strength by financial situation, May 2014
                                                                                                                  • Figure 61: Leading online electrical/DIY retailers, relative strength by financial situation, May 2014
                                                                                                                  • Figure 62: Leading online miscellaneous retailers, relative strength by financial situation, May 2014
                                                                                                              • The Consumer – Devices Used and Who Buys What

                                                                                                                • Key points
                                                                                                                  • What we asked
                                                                                                                    • Devices for online access
                                                                                                                        • Figure 63: Smartphone, laptop and tablet ownership, May 2014
                                                                                                                      • Devices used for shopping and where
                                                                                                                          • Figure 64: Device usage for shopping, May 2014
                                                                                                                        • Who does what
                                                                                                                            • Figure 65: Profile of devices users, May 2014
                                                                                                                          • Who buys what, and on which devices
                                                                                                                              • Figure 66: The consumer: Items bought online in the last 12 months – any device, May 2014
                                                                                                                              • Figure 67: Items bought online in the last 12 months by device, as % of all respondents, May 2014
                                                                                                                            • Proportion of device owners buying by category
                                                                                                                                • Figure 68: Items bought online in the last 12 months by device, as % of device owners, May 2014
                                                                                                                                • Figure 69: Profile of shoppers by products bought, May 2014
                                                                                                                              • Repertoire analysis
                                                                                                                                  • Figure 70: Number of non-food items bought by device, May 2014
                                                                                                                                  • Figure 71: Number of different non-food items bought by device, May 2014
                                                                                                                                • Using devices for research
                                                                                                                                    • Figure 72: Device usage for research as % of all online buyers, May 2014
                                                                                                                                    • Figure 73: Device usage for research as % all device owners, May 2014
                                                                                                                                • The Consumer – Who Shops Where

                                                                                                                                  • Key points
                                                                                                                                    • What we asked
                                                                                                                                      • Food
                                                                                                                                          • Figure 74: Food buyers – where they shop, May 2014
                                                                                                                                        • Amazon
                                                                                                                                          • Profiles
                                                                                                                                            • Figure 75: Online food shoppers profile, May 2014
                                                                                                                                          • Repertoire
                                                                                                                                            • Figure 76: Number of different online food retailers used, May 2014
                                                                                                                                          • Non-foods
                                                                                                                                              • Figure 77: Non-food buyers – where they shop online, May 2014
                                                                                                                                            • Spend per customer
                                                                                                                                                • Figure 78: Estimated online non-food sales per customer, 2013
                                                                                                                                              • Repertoire
                                                                                                                                                • Figure 79: Number of retailers non-foods bought from online, May 2014
                                                                                                                                                • Figure 80: Number of retailers used to buy non-foods online, by age and socio-economic group, May 2014
                                                                                                                                              • Profile of online non-food shoppers
                                                                                                                                                  • Figure 81: Profile of online non-food shoppers by retailers used, May 2014
                                                                                                                                                • Food shoppers – purchases and retailers used
                                                                                                                                                    • Figure 82: Non-food products bought online by grocery shoppers, May 2014
                                                                                                                                                  • Non-food shoppers – purchases and retailers used
                                                                                                                                                      • Figure 83: Products bought by online shoppers from clothing and department store retailers, May 2014
                                                                                                                                                      • Figure 84: Products bought by online shoppers from homewares retailers, May 2014
                                                                                                                                                      • Figure 85: Products bought by online shoppers from other non-food retailers, May 2014
                                                                                                                                                  • The Consumer – Service and Delivery

                                                                                                                                                    • Key points
                                                                                                                                                      • What we asked
                                                                                                                                                        • Home delivery still far more popular than click-and-collect
                                                                                                                                                            • Figure 86: Delivery and returns methods used, May 2014
                                                                                                                                                          • Delivery and returns
                                                                                                                                                              • Figure 87: Delivery and return profiles, by age and socio-economic group, May 2014
                                                                                                                                                            • Personal service
                                                                                                                                                              • Figure 88: Online shopping – use of service options, May 2014
                                                                                                                                                              • Figure 89: Profile of users contacting customer services, May 2014
                                                                                                                                                            • Service and delivery – likelihood of using again
                                                                                                                                                                • Figure 90: Delivery and service options – likelihood of using again, May 2014
                                                                                                                                                                • Figure 91: Delivery and service options – likelihood of using again, May 2014
                                                                                                                                                            • The Consumer – Attitudes – What They Would Like

                                                                                                                                                              • Key points
                                                                                                                                                                • What we asked
                                                                                                                                                                  • Delivery improvements are most popular
                                                                                                                                                                      • Figure 92: What would improve the online shopping experience, May 2014
                                                                                                                                                                      • Figure 93: Profile of those who want different services, May 2014
                                                                                                                                                                  • Amazon Europe

                                                                                                                                                                      • What we think
                                                                                                                                                                        • Company background
                                                                                                                                                                          • Company performance
                                                                                                                                                                              • Figure 94: Amazon.com Inc: Group financial performance, 2009-13
                                                                                                                                                                            • Sales mix
                                                                                                                                                                              • Figure 95: Amazon Europe: Estimated composition of sales, 2013
                                                                                                                                                                            • Mintel’s consumer research
                                                                                                                                                                                • Figure 96: The consumer: Percentage that bought electrical goods from Amazon in the past year, January 2014
                                                                                                                                                                                • Figure 97: The consumer: Percentage that bought clothing from Amazon in the past year, August 2013
                                                                                                                                                                              • Retail offering
                                                                                                                                                                                • Figure 98: Number of SKUs listed on Amazon.co.uk, May 2014
                                                                                                                                                                            • AO World

                                                                                                                                                                                • What we think
                                                                                                                                                                                  • Company background
                                                                                                                                                                                    • Company performance
                                                                                                                                                                                      • Figure 99: Appliances Online/DRL Ltd: Group financial performance, 2008/09-2013/14
                                                                                                                                                                                      • Figure 100: AO World: Divisional sales, 2012/13-2013/14
                                                                                                                                                                                    • Retail offering
                                                                                                                                                                                    • Argos

                                                                                                                                                                                        • What we think
                                                                                                                                                                                          • Company background
                                                                                                                                                                                            • Company performance
                                                                                                                                                                                              • Figure 101: Argos: Group financial performance, 2009-10 – 2013/14
                                                                                                                                                                                              • Figure 102: Argos: Outlet data, 2009-10 – 2013/14
                                                                                                                                                                                            • Retail offering
                                                                                                                                                                                            • Asos

                                                                                                                                                                                                • What we think
                                                                                                                                                                                                  • Company background
                                                                                                                                                                                                    • Company performance
                                                                                                                                                                                                      • Figure 104: ASOS: Group financial performance, 2009-10 and 2012-13
                                                                                                                                                                                                    • Retail offering
                                                                                                                                                                                                    • Debenhams.com

                                                                                                                                                                                                        • What we think
                                                                                                                                                                                                          • Company background
                                                                                                                                                                                                            • Company performance
                                                                                                                                                                                                              • Figure 105: Debenhams: Group financial performance, 2008-09 and 2012-13
                                                                                                                                                                                                            • Retail offering
                                                                                                                                                                                                            • Dixons Carphone

                                                                                                                                                                                                                • What we think
                                                                                                                                                                                                                  • Company background
                                                                                                                                                                                                                    • Company performance
                                                                                                                                                                                                                        • Figure 106: Dixons retail, Estimated online sales, 2013/14
                                                                                                                                                                                                                        • Figure 107: Dixons Retail Plc: Group financial performance, 2008/09-2013/14
                                                                                                                                                                                                                        • Figure 108: Dixons Retail Plc: Outlet data, 2008/09-2013/14
                                                                                                                                                                                                                        • Figure 109: The Carphone Warehouse Plc: Group financial performance, 2008/09-2013/14
                                                                                                                                                                                                                        • Figure 110: The Carphone Warehouse Plc: Outlet data, 2008/09-2013/14
                                                                                                                                                                                                                      • Retail offering
                                                                                                                                                                                                                      • eBay Inc.

                                                                                                                                                                                                                          • What we think
                                                                                                                                                                                                                            • Company background
                                                                                                                                                                                                                              • Company performance
                                                                                                                                                                                                                                • Figure 112: eBay Inc.: Group financial performance, 2009-13
                                                                                                                                                                                                                                • Figure 113: International sales as % of eBay Inc’s total net revenues (a) / gross merchandise volumes (b)
                                                                                                                                                                                                                                • Figure 114: eBay Marketplaces segment: number of active users, 2009-13
                                                                                                                                                                                                                              • Retail offering
                                                                                                                                                                                                                                • Figure 115: Number of SKUs listed on eBay.co.uk, April 2014
                                                                                                                                                                                                                            • Johnlewis.com

                                                                                                                                                                                                                                • What we think
                                                                                                                                                                                                                                  • Company background
                                                                                                                                                                                                                                    • Company performance
                                                                                                                                                                                                                                      • Figure 116: John Lewis Partnership: Group financial performance, 2009/10-2013/14
                                                                                                                                                                                                                                    • Retail offering
                                                                                                                                                                                                                                    • Next Directory

                                                                                                                                                                                                                                        • What we think
                                                                                                                                                                                                                                          • Company background
                                                                                                                                                                                                                                            • Company performance
                                                                                                                                                                                                                                                • Figure 117: Next PLC: Group and selected divisions financial performance (excl. VAT), 2009-10 and 2013-14
                                                                                                                                                                                                                                              • Retail offering
                                                                                                                                                                                                                                              • Ocado

                                                                                                                                                                                                                                                  • What we think
                                                                                                                                                                                                                                                    • Company background
                                                                                                                                                                                                                                                      • Company performance
                                                                                                                                                                                                                                                        • Figure 118: Ocado Group Plc: Group financial performance, 2008-09 and 2012-13
                                                                                                                                                                                                                                                        • Figure 119: Ocado Group Plc: Key customer metrics, 2008-09 and 2012-13
                                                                                                                                                                                                                                                      • Retail offering
                                                                                                                                                                                                                                                      • Otto Group (Multichannel Retail)

                                                                                                                                                                                                                                                          • What we think
                                                                                                                                                                                                                                                            • Company background
                                                                                                                                                                                                                                                              • Company performance
                                                                                                                                                                                                                                                                • Figure 120: Otto Group (Multichannel Retail): Group financial performance, 2009-10 and 2013-14
                                                                                                                                                                                                                                                              • Retail offering
                                                                                                                                                                                                                                                                • Figure 121: Otto group: main European brands, June 2014
                                                                                                                                                                                                                                                            • Rakuten Ichiba

                                                                                                                                                                                                                                                                • What we think
                                                                                                                                                                                                                                                                  • Company background
                                                                                                                                                                                                                                                                    • Company performance
                                                                                                                                                                                                                                                                        • Figure 122: Rakuten: Gross merchandise sales, 2009-13
                                                                                                                                                                                                                                                                        • Figure 123: Rakuten: Consolidated operating results by division, 2012-13
                                                                                                                                                                                                                                                                    • Shop Direct

                                                                                                                                                                                                                                                                        • What we think
                                                                                                                                                                                                                                                                          • Company background
                                                                                                                                                                                                                                                                            • Company performance
                                                                                                                                                                                                                                                                              • Figure 124: Shop Direct: group financial performance, 2008-09 and 2012-13
                                                                                                                                                                                                                                                                            • Retail offering
                                                                                                                                                                                                                                                                            • Tesco Direct

                                                                                                                                                                                                                                                                                • What we think
                                                                                                                                                                                                                                                                                  • Company background
                                                                                                                                                                                                                                                                                    • Company performance
                                                                                                                                                                                                                                                                                      • Figure 126: Tesco Plc: Group financial performance, 2009-10 and 2013-14
                                                                                                                                                                                                                                                                                      • Figure 127: Tesco Plc: Estimated net internet revenues, 2011/12 – 2013/14
                                                                                                                                                                                                                                                                                    • Retail offering
                                                                                                                                                                                                                                                                                    • Zalando

                                                                                                                                                                                                                                                                                        • What we think
                                                                                                                                                                                                                                                                                          • Company background
                                                                                                                                                                                                                                                                                            • Company performance
                                                                                                                                                                                                                                                                                                • Figure 128: Zalando: Group financial performance, 2010-13
                                                                                                                                                                                                                                                                                              • Retail offering
                                                                                                                                                                                                                                                                                              • Appendix – Brand Research

                                                                                                                                                                                                                                                                                                  • Figure 129: Brand usage, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 130: Brand commitment, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 131: Brand momentum, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 132: Brand diversity, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 133: Brand satisfaction, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 134: Brand recommendation, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 135: Brand attitude, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 136: Brand image – macro image, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 137: Brand image – micro image, May 2014
                                                                                                                                                                                                                                                                                              • Appendix – The Consumer – Devices Used

                                                                                                                                                                                                                                                                                                  • Figure 138: Devices used to buy products online in the last 12 months – any bought, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 139: Devices used to buy products online in the last 12 months – mobile total, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 140: Devices used to buy products online in the last 12 months – smartphone, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 141: Devices used to buy products online in the last 12 months – tablet, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 142: Devices used to buy products online in the last 12 months – laptop/desktop computer, by demographics, May 2014
                                                                                                                                                                                                                                                                                              • Appendix – The Consumer – Who Buys What

                                                                                                                                                                                                                                                                                                  • Figure 143: Most popular items bought online in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 144: Next most popular items bought online in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 145: Other items bought online in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 146: Most popular items bought online using laptop/desktop computer in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 147: Next most popular items bought online using laptop/desktop computer in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 148: Other items bought online using laptop/desktop computer in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 149: Most popular items bought online using smartphone device in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 150: Next most popular items bought online using smartphone device in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 151: Other items bought online using smartphone device in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 152: Most popular items bought online using a tablet device in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 153: Next most popular items bought online using a tablet device in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 154: Other items bought online using a tablet device in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                              • Appendix – The Consumer – Who Shops Where

                                                                                                                                                                                                                                                                                                  • Figure 155: Most popular retailers used for food/drink purchases online, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 156: Next most popular retailers used for food/drink purchases online, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 157: Most popular retailers used for non-food purchases online, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 158: Next most popular retailers used for non-food purchases online, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 159: Other retailers used for non-food purchases online, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 160: Least popular retailers used for non-food purchases online, by demographics, May 2014
                                                                                                                                                                                                                                                                                              • Appendix – The Consumer – Service and Delivery

                                                                                                                                                                                                                                                                                                  • Figure 161: Online delivery/return services and customer services used – delivery/returns, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 162: Online delivery/return services and customer services used – Customer service, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 163: Online delivery/return services and customer services used, by retailers used for food/drink purchases online, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 164: Online delivery/return services and customer services used, by most popular retailers used for non-food purchases online – clothing/department stores online, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 165: Online delivery/return services and customer services used, by next most popular retailers used for non-food purchases online – clothing/department stores online, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 166: Online delivery/return services and customer services used, by retailers used for non-food purchases online – Home goods retailers online, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 167: Online delivery/return services and customer services used, by most popular retailers used for non-food purchases online – other online retailers, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 168: Online delivery/return services and customer services used, by next most popular retailers used for non-food purchases online – other online retailers, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 169: Online delivery/return services and customer services used, by most popular items bought online in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 170: Online delivery/return services and customer services used, by next most popular items bought online in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 171: Most popular likelihood of using online delivery/return services or customer services again – Collected in-store from the retailer I bought from, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 172: Next most popular likelihood of using online delivery/return services or customer services again – Collected in-store from the retailer I bought from, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 173: Most popular likelihood of using online delivery/return services or customer services again – Home delivery service, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 174: Next most popular likelihood of using online delivery/return services or customer services again – Home delivery service, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 175: Most popular likelihood of using online delivery/return services or customer services again – Returned an online purchase by post, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 176: Next most popular likelihood of using online delivery/return services or customer services again – Returned an online purchase by post, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 177: Most popular likelihood of using online delivery/return services or customer services again – Email customer service, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 178: Next most popular likelihood of using online delivery/return services or customer services again – Email customer service, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 179: Most popular likelihood of using online delivery/return services or customer services again – Telephone customer service, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 180: Next most popular likelihood of using online delivery/return services or customer services again – Telephone customer service, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 181: Likelihood of using online delivery/return services or customer services again, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 182: Likelihood of using online delivery/return services or customer services again, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 183: Likelihood of using online delivery/return services or customer services again – Home delivery service, by retailers used for food/drink purchases online, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 184: Likelihood of using online delivery/return services or customer services again – Email customer service, by retailers used for food/drink purchases online, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 185: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – clothing/department stores online, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 186: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – home goods retailers online, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 187: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – other online retailers, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 188: Likelihood of using online delivery/return services or customer services again, by most popular retailers used for non-food purchases online – clothing/department stores online, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 189: Likelihood of using online delivery/return services or customer services again, by next most popular retailers used for non-food purchases online – clothing/department stores online, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 190: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – home goods retailers online, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 191: Likelihood of using online delivery/return services or customer services again, by most popular retailers used for non-food purchases online – other online retailers, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 192: Likelihood of using online delivery/return services or customer services again, by next most popular retailers used for non-food purchases online – other online retailers, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 193: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – clothing/department stores online, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 194: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – other online retailers, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 195: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – clothing/department stores online, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 196: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – home goods retailers online, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 197: Likelihood of using online delivery/return services or customer services again, by most popular retailers used for non-food purchases online – other online retailers, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 198: Likelihood of using online delivery/return services or customer services again, by next most popular retailers used for non-food purchases online – other online retailers, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 199: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – clothing/department stores online, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 200: Likelihood of using online delivery/return services or customer services again, by retailers used for non-food purchases online – other online retailers, May 2014
                                                                                                                                                                                                                                                                                              • Appendix – The Consumer – Attitudes – What They Would Like

                                                                                                                                                                                                                                                                                                  • Figure 201: Most popular factors likely to improve the online shopping experience, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 202: Next most popular factors likely to improve the online shopping experience, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 203: Other factors likely to improve the online shopping experience, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 204: Factors likely to improve the online shopping experience, by retailers used for food/drink purchases online, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 205: Factors likely to improve the online shopping experience, by most popular retailers used for non-food purchases online – clothing/department stores online, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 206: Factors likely to improve the online shopping experience, by next most popular retailers used for non-food purchases online – clothing/department stores online, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 207: Factors likely to improve the online shopping experience, by retailers used for non-food purchases online – Home goods retailers online, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 208: Factors likely to improve the online shopping experience, by most popular retailers used for non-food purchases online – other online retailers, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 209: Factors likely to improve the online shopping experience, by next most popular retailers used for non-food purchases online – other online retailers, May 2014
                                                                                                                                                                                                                                                                                              • Appendix – The Consumer – Further Analysis

                                                                                                                                                                                                                                                                                                  • Figure 210: Repertoire of items bought online using laptop/desktop computer in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 211: Repertoire of items bought online using smartphone device in the last 12 months, by demographics, May 2014
                                                                                                                                                                                                                                                                                                  • Figure 212: Repertoire of items bought online using a tablet device in the last 12 months, by demographics, May 2014

                                                                                                                                                                                                                                                                                              Companies Covered

                                                                                                                                                                                                                                                                                              • Amazon.co.uk
                                                                                                                                                                                                                                                                                              • Argos
                                                                                                                                                                                                                                                                                              • Next Group

                                                                                                                                                                                                                                                                                              E-Commerce - UK - July 2014

                                                                                                                                                                                                                                                                                              US $2,672.70 (Excl.Tax)