The Europe Top1000 report offers a unique ranking of the largest ecommerce and multichannel retailers in Europe based on their performance across: Strategy & Innovation, The Customer, Merchandising, Engagement, Mobile & Cross-channel and Operations & Logistics.
Digital Editor, Scarlette Isaac, looks at why leading retailer, Argos, takes the crown when it comes to the operations and logistics dimension.
General merchandiser Argos is one of the 4% of Top1000 retailers that still support same-day deliveries, despite disruption to deliveries by Covid-19. It does so through its Fast Track service, which is operated in-house and enables shoppers who order by 5pm to take delivery by 10pm.
The service is operated in-house, subject to availability, and users can also choose the date of delivery, with a choice of timed delivery slots. Shoppers can also order online in order to collect in store within seven days of payment. Argos serves the UK market from 387 standalone stores as well as 356 small digital format shops in branches of sister company Sainsbury’s, and it has collection lockers from which customers can pick up their orders. Returns are free to any standalone branch of Argos within 30 days. Most orders can also be returned to branches that are within a branch of Sainsbury’s, while items that were picked up from a collection point in-store at Sainsbury’s can also be returned there. Argos is one of the relatively few (9%) retailers that still pick up home delivery orders from home – and it also accepts home delivery returns by post. Shoppers can also get in touch via live chat to arrange a return.
Beyond fulfilment, Argos keeps shoppers well-informed. They can check stock availability online, and its landing page shows payment methods and features links to delivery, collection and returns information as well as to its mobile apps. Customers can navigate the website easily through, by searching for products or brands, and using navigational filters including by product type, brand and price. Product information is good, and comes with a choice of images as well as complementary recommendations, reviews and star ratings. Once they’ve found the product that’s right for them, shoppers can save their basket for another time, or add details to a wishlist.
This case study was originally featured in the Europe Top1000 2021 report.
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