To assist retailers in evaluating their overall customer experience, Deloitte performs an annual benchmarking assessment of the business capabilities of the online channel. Deloitte’s Online Retail Business Capability Assessment benchmarks the top 80 online retailers in terms of revenue as defined by Internet Retailer’s “Top 500 Guide.”
135 capabilities are organized into 14 summary capability groups designed to provide a competitive snapshot of the industry, retail segments (e.g., computer/electronics, mass merchants, toys/hobbies, etc.) and each individual retailer. The end result is a collection of over 54,000 data points of valuable benchmarking information. Does your online business belong to the small group of leaders?
Search/Browse - Product search, search results, and search result filtering capabilities are efficient and effective
Recommendations - Users are interactively offered relevant products and recommendations.
Shopping cart - Add to cart and order summary functionality offers a robust, efficient and consistent user experience.
Web 2.0/ emerging capabilities - Retailers support emerging Web 2.0 technologies (e.g. social networking, product reviews, blogging, etc.).
Globalization - Retailers cater to global users by providing them with localized experiences.