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Analysis indicates B&Q close to taking Apple’s lead in high street service provision

Boots and B&Q are biting at Apple’s heels in offering in-store services, which online retailers are unable to provide, according to analysis by BookingBug.

According to researchers, the study presents a growing divide between the retailers embracing this opportunity and the greater number falling behind.

View the full report in our Industry Articles pages:

The report assesses five key areas of in-store services: attitude, marketing, accessibility, expertise and delivery. The results clearly show most stores are accomplished when it comes to the experience of their employees — but this potential is being stunted by lack of execution across the other areas. Most notably, stores are hesitant to dedicate floor space to providing services that don’t match the legacy sales process.

League Table (score in brackets)

Apple Retail UK (22)
Alliance Boots (21)
Kingfisher (B&Q (21)
Lloyds Pharmacy (20)
Dixons Retail (19)
Debenhams (18)
John Lewis Partnership (15)
Sports Direct International (12)
Home Retail Group (Argos) (11)
WH Smith (11)
Next (8)
Carphone Warehouse (8)
Marks & Spencer (7)
Primark (7)
Arcadia Group (Burton) (7)
New Look Group (7)
Matalan (6)
Cooperative Group (5)
Wilkinson (5)
TK Maxx (5)

Source : Fiona Briggs - Retail Times

06 June 2014
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