THE HOT ISSUES
Channel drivers and inhibitors
Sector drivers and inhibitors
Main issues in the online market
Consumer appetite for instant gratification is forcing retailers to rethink supply chain operating models
Rising importance of sustainability
Retailers must harness online marketplaces
Right delivery price is essential to convert shoppers
Given the competitive online market, it is vital that retailers utilise loyalty tools
True value of stores
HOT TOPICS IN THE ONLINE MARKET
Headlines
ONLINE SHOPPING HABITS
Retailers' apps
Online customer reviews
Online food shopping habits
Online returns
Click & collect
Impact of store closures
Opinions on retailers
Third-party retailing
Primark selling online
Amazon counter
WHAT PEOPLE BUY
Headlines
The channel at a glance
Overall channel size
Overall channel growth
Overall channel size
Sector penetration in online
Sector growth in online
Spend per head by sector
Total spend per head
Digital market
Click & collect split by sector
Third-party pickup split by sector
Online deliveries by sector and parcel size
Returns channel
Online returns
Books
Clothing & footwear
DIY & gardening
Electricals
Entertainment
Food & grocery
Furniture & floorcoverings
Health & beauty
Homewares
WHO SHOPS
Headlines
Online shoppers
Books
Clothing & footwear
DIY & gardening
Electricals
Food & grocery
Furniture & floorcoverings
Health & beauty
Homewares
Entertainment
THE SHOPPER JOURNEY
Headlines
Online shopping by device
Social media usage
Location of online purchases
Home delivery
Online returns
Consumer satisfaction
Shopper habits
Use of technology
WHERE PEOPLE SHOP
Headlines
Drivers of online shopping
Online retailer market shares
Retailer penetrations
Books top 10 retailers
Clothing & footwear top 10 retailers
DIY & gardening top 10 retailers
Electricals top 10 retailers
Food & grocery (weekly or regular shop) top 10 retailers
Food & grocery (gift foods) top 10 retailers
Furniture & floorcoverings top 10 retailers
Health & beauty top 10 retailers
Homewares top 10 retailers
Music & video top 10 retailers
Video & computer games top 10 retailers
Best in class retailers
METHODOLOGY
What is included
List of Tables
The channel at a glance, 2019 & 2024e
Sector expenditure and growth, 2019 & 2019-2024e
Online digital market size by sector, 2019-2024e
Click and collect split by sector, 2019 & 2024e
Third-party pickup split by sector, 2019 & 2024e
Value of deliveries made by parcel size, by sector 2019 & 2024e
Best in class retailers, 2019
List of Figures
True Value of Stores, including food & grocery (2019)
True Value of Stores, excluding food & grocery (2019)
True Value of Stores boost by sector, 2019
Consumers’ use of retailer apps, 2019
Whether consumers read customer reviews when purchasing online, 2019
Why consumers use customer reviews, 2019
How trustworthy consumers believe customer reviews are, 2019
Percentage of food & grocery shopping that consumers do online, 2019
Online non-food returns penetration, 2019
Impacts of printing a returns label on future shopping habits with the retailer, 2019
Uncollected click & collect parcels, 2019
Drivers of not picking up click & collect orders, 2019
Impacts of store closures on purchasing habits, 2019
Purchasing from third-party sites, 2019
Opinions on purchasing clothing & footwear from another retailer’s website, 2019
Whether consumers would purchase from Primark online, 2019
Drivers of wanting to purchase from Primark online, 2019
Why shoppers would not want to purchase from Primark online, 2019
Likelihood of using Amazon Counter when ordering from Amazon, 2019
Overall online: size of the channel, 2018-2024e
Overall online: growth rates 2018-2024e
Online share of total retail expenditure 2018-2024e
Online non-food share of total non-food retail expenditure 2018-2024e
Sector penetration online, 2019e
Sector growth online, 2019e-2024e
Average annual spend per head by sector, 2019e
Total average online annual spend per head 2018-2024e
Online returns market by sector 2019-2024e
Parcel size mix of online returns, 2019
Books: online market size, 2018-2024e
Books: annual growth rates, 2018-2024e
Books: growth across channels, 2018-2024e
Books: click & collect, 2018-2024e
Books: third-party pickup, 2018-2024e
Books: share of total online market, 2018-2024e
Books: online share of sector, 2018-2024e
Books: online spend per head, 2018-2024e
Books: share of online shoppers, 2018 & 2024e
Books: online shopping population, 2018-2024e
Clothing & footwear: online market size, 2018-2024e
Clothing & footwear: annual growth rates, 2018-2024e
Clothing & footwear: growth across channels, 2018-2024e
Clothing & footwear: click & collect, 2018-2024e
Clothing & footwear: third-party pickup, 2018-2024e
Clothing & footwear: share of total online market, 2018-2024e
Clothing & footwear: online share of sector, 2018-2024e
Clothing & footwear: online spend per head, 2018-2024e
Clothing & footwear: share of online shoppers, 2018 & 2024e
Clothing & footwear: online shopping population, 2018-2024e
DIY & gardening: online market size, 2018-2024e
DIY & gardening: annual growth rates, 2018-2024e
DIY & gardening: growth across channels, 2018-2024e
DIY & gardening: click & collect, 2018-2024e
DIY & gardening: third-party pickup, 2018-2024e
DIY & gardening: share of total online market, 2018-2024e
DIY & gardening: online share of sector, 2018-2024e
DIY & gardening: online spend per head, 2018-2024e
DIY & gardening: share of online shoppers, 2018 & 2024e
DIY & gardening: online shopping population, 2018-2024e
Electricals: online market size, 2018-2024e
Electricals: growth rates, 2018-2024e
Electricals: growth across channels, 2018-2024e
Electricals: click & collect, 2018-2024e
Electricals: third-party pickup, 2018-2024e
Electricals: share of total online market, 2018-2024e
Electricals: online share of sector, 2018-2024e
Electricals: online spend per head, 2018-2024e
Electricals: share of online shoppers, 2018 & 2024e
Electricals: online shopping population, 2018-2024e
Entertainment: online market size, 2018-2024e
Entertainment: annual growth rates, 2018-2024e
Entertainment: growth across channels, 2018-2024e
Entertainment: click & collect, 2018-2024e
Entertainment: third-party pickup, 2018-2024e
Entertainment: share of total online market, 2018-2024e
Entertainment: online share of sector, 2018-2024e
Entertainment: online spend per head, 2018-2024e
Entertainment: share of online shoppers, 2018 & 2024e
Entertainment: online shopping population, 2018-2024e
Food & grocery: online market size, 2018-2024e
Food & grocery: annual growth rates, 2018-2024e
Food & grocery: growth across channels, 2018-2024e
Food & grocery: click & collect, 2018-2024e
Food & grocery: third-party pickup, 2018-2024e
Food & grocery: share of total online market, 2018-2024e
Food & grocery: online share of sector, 2018-2024e
Food & grocery: online spend per head, 2018-2024e
Food & grocery: share of online shoppers, 2018 & 2024e
Food & grocery: online shopping population, 2018-2024e
Furniture & floorcoverings: online market size, 2018-2024e
Furniture & floorcoverings: annual growth rates, 2018-2024e
Furniture & floorcoverings: growth across channels, 2018-2024e
Furniture & floorcoverings: click & collect, 2018-2024e
Furniture & floorcoverings: third-party pickup, 2018-2024e
Furniture & floorcoverings: share of total online market, 2018-2024e
Furniture & floorcoverings: online share of sector, 2018-2024e
Furniture & floorcoverings: online spend per head, 2018-2024e
Furniture & floorcoverings: share of online shoppers, 2018 & 2024e
Furniture & floorcoverings: online shopping population, 2018-2024e
Health & beauty: online market size, 2018-2024e
Health & beauty: annual growth rates, 2018-2024e
Health & beauty: growth across channels, 2018-2024e
Health & beauty: click & collect, 2018-2024e
Health & beauty: third-party pickup, 2018-2024e
Health & beauty: share of total online market, 2018-2024e
Health & beauty: online share of sector, 2018-2024e
Health & beauty: online spend per head, 2018-2024e
Health & beauty: share of online shoppers, 2018 & 2024e
Health & beauty: online shopping population, 2018-2024e
Homewares: online market size, 2018-2024e
Homewares: annual growth rates, 2018-2024e
Homewares: growth across channels, 2018-2024e
Homewares: click & collect, 2018-2024e
Homewares: third-party pickup, 2018-2024e
Homewares: share of total online market, 2018-2024e
Homewares: online share of sector, 2018-2024e
Homewares: online spend per head, 2018-2024e
Homewares: share of online shoppers, 2018 & 2024e
Homewares: online shopping population, 2018-2024e
Penetration of all online shoppers, overall and by demographic, 2018 & 2019
Profile of the online shopper, 2019
Penetration of online books shoppers, overall and by demographic, 2018 & 2019
Profile of online shoppers: books, 2019
Penetration of online clothing & footwear shoppers, overall and by demographic, 2018 & 2019
Profile of online shoppers: clothing & footwear, 2019
Penetration of online DIY & gardening shoppers, overall and by demographic, 2018 & 2019
Profile of online shoppers: DIY & gardening, 2019
Penetration of online electricals shoppers, overall and by demographic, 2018 & 2019
Profile of online shoppers: electricals, 2019
Penetration of online food & grocery (weekly or regular shop) shoppers, overall and by demographic, 2018 & 2019
Profile of online shoppers: food & grocery (weekly or regular shop), 2019
Penetration of online furniture & floorcoverings shoppers, overall and by demographic, 2018 & 2019
Profile of online shoppers: furniture & floorcoverings, 2019
Penetration of online health & beauty shoppers, overall and by demographic, 2018 & 2019
Profile of online shoppers: health & beauty, 2019
Penetration of online homewares shoppers, overall and by demographic, 2018 & 2019
Profile of online shoppers: homewares, 2019
Penetration of online entertainment shoppers, overall and by demographic, 2018 & 2019
Profile of online shoppers: entertainment, 2019
Device penetration, 2016-2019
Desktop/laptop penetration by demographic, 2019
Mobile penetration by demographic, 2019
Tablet penetration by demographic, 2019
Proportion of total online spend by device, 2019 & 2024e
Average spend per head by device, 2019
Penetration of social media channels by device, 2019
Locations where consumers made online purchases, 2019
Penetration of shoppers using home delivery options and percentage that would use each option more in the future, 2019
How much consumers would be willing to spend on same day delivery, 2019
Online return methods, 2019
Drivers of online returns for clothing & footwear, 2019
Satisfaction: Overall purchase satisfaction, 2018 & 2019
Satisfaction: Ease of website use, 2018 & 2019
Satisfaction: Finding products on website used, 2018 & 2019
Satisfaction: Product imagery, 2018 & 2019
Satisfaction: Product information, 2018 & 2019
Satisfaction: Ordering and payment, 2018 & 2019
Satisfaction: Delivery, 2018 & 2019
Use of credit options, 2019
Top 10 retailers credit options used at, 2019
Agreement to statements around the use of technology in online shopping, 2019
Drivers of online shopping, 2019
Online shopper driver: convenience, by demographic, 2019
Online shopper driver: lower prices, by demographic, 2019
Online shopper driver: saves time, by demographic, 2019
Online shopper driver: can shop at any time that suits, by demographic, 2019
Online shopper driver: better selection, by demographic, 2019
Online shopper driver: product not available elsewhere, by demographic, 2019
Online shopper driver: allows me to compare prices, by demographic, 2019
Online shopper driver: more product information, by demographic, 2019
Online shopper driver: prompted by online promotion, by demographic, 2019
Online shopper driver: received online voucher code, 2019
Books top 10 retailers, 2019
Clothing & footwear top 10 retailers, 2019
DIY & gardening top 10 retailers, 2019
Electricals top 10 retailers, 2019
Food & grocery (weekly or regular shop) top 10 retailers, 2019
Food & grocery (gift foods) top 10 retailers, 2019
Furniture & floorcoverings top 10 retailers, 2019
Health & beauty top 10 retailers, 2019
Homewares top 10 retailers, 2019
Music & video top 10 retailers, 2019
Video & computer games top 10 retailers, 2019