Research

Holiday Mystery Shopping Web

By February 12, 2018 No Comments

2017 Holiday Omnichannel
Mystery Shopping

Mobile | Social | Stores

Expectations were that Amazon would dominate the holiday season and they did not disappoint. All eyes were on the competition as it was imperative that the top retailers excel across all channels by delivering a strong season and setting themselves up to thrive in 2018. Astound Commerce took an omnichannel approach to assessing retail performance knowing the stakes were high and that consumers were more demanding than ever before.

The Methodology

25

Retailers

An in-depth analysis of 25 critical retailers or
specialists whose categories make a strong
contribution to holiday shopping.

Amazon
American Eagle Outfitters
Apple***
Barnes & Noble
Bed Bath & Beyond
Best Buy
Coach*
Crate and Barrel
DICK’S Sporting Goods

GameStop
Gap
Kohl’s
Macy’s
Michael’s
Nike
Nordstrom
QVC**
Sephora

Target
The Home Depot
Toys ”R” Us*
Ulta Beauty
Urban Outfitters
Victoria’s Secret
Walmart

*no app           **no retail store           ***no social presence

3

Channels

Performance evaluation in 3 distinct channels
including brick and mortar stores, mobile
(web & app) and social

6

Keys to
Retail
Viability

We sought to answer six key questions to evaluate and score
each retailer’s viability customizing the keys and corresponding
metrics to match the unique elements of each channel

1

How inspiring is the shopping?

2

How rich is the content?

3

How promotional is the experience?

4

How service-oriented is the retailer?

5

How efficient is the overall experience?

6

How omnichannel is the retailer?

The Bottom Line

Engaging, efficient, well-executed customer-centric experiences across all channels is a mandate for delighting customers and delivering results.

Holiday Mystery Shopping Assets

Mobile

Infographic

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Slide Share

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Press Release

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Social

Slide Share

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Stores

E-Book

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Press Release

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