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Description

Description

"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's included

What's included

Table of contents

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

                                                                                                                                                                                                                                                                                              About the report

                                                                                                                                                                                                                                                                                              This report will give you a complete 360-degree view of your market. Not only is it rooted in robust proprietary and high-quality third-party data, but our industry experts put that data into context and you’ll quickly understand:

                                                                                                                                                                                                                                                                                              • The Consumer

                                                                                                                                                                                                                                                                                                What They Want. Why They Want It.

                                                                                                                                                                                                                                                                                              • The Competitors

                                                                                                                                                                                                                                                                                                Who’s Winning. How To Stay Ahead.

                                                                                                                                                                                                                                                                                              • The Market

                                                                                                                                                                                                                                                                                                Size, Segments, Shares And Forecasts: How It All Adds Up.

                                                                                                                                                                                                                                                                                              • The Innovations

                                                                                                                                                                                                                                                                                                New Ideas. New Products. New Potential.

                                                                                                                                                                                                                                                                                              • The Opportunities

                                                                                                                                                                                                                                                                                                Where The White Space Is. How To Make It Yours.

                                                                                                                                                                                                                                                                                              • The Trends

                                                                                                                                                                                                                                                                                                What’s Shaping Demand – Today And Tomorrow.

                                                                                                                                                                                                                                                                                              Please Note: This is a sample report. All of the figures, graphs, and tables have been redacted.

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