Argos edges out Tesco in the Digital Capability Index, a new ranking by Retail Week and The Grocer, assessing how well retailers meet consumer demands. The index evaluates 65 high-street retailers based on their shopping features, with Argos topping the list. Known for its omnichannel shopping, Argos offers the most features aligning with consumer preferences for in-store and online shopping. Argos' plans to launch a marketplace for a wider product range further enhance its digital capabilities. Graham Biggart, MD at Argos, praised the recognition of their transformation efforts, emphasizing a focus on products, value, and speed. Tesco, Britain's largest retailer, also excels, particularly in rapid delivery and a loyalty scheme with 24 million members. Sainsbury's and Waitrose share the highest score in personalization, while Lidl and Co-op excel in customer communication. Marks & Spencer and Iceland stand out for their payment options. Adidas and Ikea complete the top five. The DCI, a collaboration between Retail Week and The Grocer, combines research on features like returns, delivery speeds, and payment functions with a survey of 2,000 British adults. It assesses how well brands' advertised capabilities align with consumer priorities, highlighting a mismatch between expectations and realistic delivery, especially for free online returns. The index also reveals that generative AI features are not a priority for shoppers, with only a small percentage valuing chatbots for product advice.
