More than half of leading retailers now offer mobile apps and effective mobile websites, but the availability of cross-channel services such as collection and returns is falling.
The metrics in The Customer Dimension, which show European retailers maintaining their performance from last year, suggest that companies have already optimised performance in key areas.
Chloe Rigby analyses the research to find out whether retailers are offering territory-specific websites and delivery promises that meet the needs of shoppers across the EEA.