The Q4 2024 benchmarking report for UK department stores has just been published. Learn how the top 12 UK department stores perform across the digital space.
The latest Q4 2024 benchmarking report for UK department stores has just been published. It covers the 12 largest department stores in the UK, including Debenhams, Fenwick, Harrods, Selfridges, John Lewis & Partners, BHS, House of Fraser, Harvey Nichols, Beales Department Stores, Downtown, Marks and Spencer, and Liberty.
The research gives an inside track on who is winning the biggest share of voice online and quantifies the gaps, risks and missed opportunities for other department stores to win brand exposure, drive online views, and increase in-store footfall (where relevant). The report highlights quick wins that will improve enquiries from your online strategy and identifies the barriers that may be reducing your site’s ability to optimise digital performance.
To see a preview and contents page of the Q4 report, click here. To get a copy of the full report and the key takeaways, please complete the enquiry form or schedule a call.
For a glance into just six of the metrics we evaluated these top 12 department stores on, check out our quick-look table below;
Continue reading for further detail on this quarter's best and poorest-performing UK department stores or request a copy of the report for the full review.
The 70+ pages of research benchmarks each retailer based on 50+ metrics and indicators of successful digital strategy, including organic visibility, domain authority, paid media ads, conversion performance, technical performance, site speed, universal search, content, social ads, accessibility, and mobile performance.
Some of the leading players in the space are high spenders on paid media channels such as Google, Bing and Facebook - but have a poor or sub-optimal conversion improvement strategy. Without an optimised, sophisticated conversion strategy that maximises the conversion rate, the return on investment is unsustainable or will underperform. Scaling spend on paid media is not achievable unless the conversion rate delivers optimal performance in the sector. Some in the space have paid media spend levels from £30k+ per month but dedicate minimal resources and budgets to conversion testing. Given the cost per clicks on ad networks will continue to rise, we recommend spending at least 10% of your paid media budget on ongoing conversion optimisation testing schedules to ensure your paid media ROI maintains long-term viability, competitive advantage, and sustainability.
Savvy digital marketers know that having a technically sound website is an essential component of a successful fully integrated digital strategy - plus a site capable of maximising conversion performance. Department stores, which will be managing a large and ever-changing range of stock, will want to ensure their sites remain technically compliant and that users are not being driven down dead ends through broken links.
John Lewis & Partners received the highest 4xx errors (117), and this department store should track and update any broken links to prevent user frustration and reduce lost traffic, as 4xx errors can deter users from returning to a website.
When 62% of consumers are less likely to convert if they have a negative mobile site experience, ensuring that your site is quick and easy to load will see a significant improvement on your overall conversion rates. With mobile browsers accounting for 72.9% of all e-commerce sales in 2021, department stores should ensure their online user experience matches the high levels of customer service shoppers would expect from an up-market retail store.
The department stores with the lowest mobile site speed in our previous audit were BHS and Fenwick (both reporting 28). This quarter, BHS increased to 30 and Fenwick increased its score to 43. Overall, the mobile site speed ranged between 81 and 25, with Selfridges reporting the lowest mobile site score. Optimising images and reducing redirects can increase a brand’s mobile site speed and enhance the users’ experience.
Domain authority (DA) is an essential metric for measuring the effectiveness of SEO performance and helps create a reliable overall gauge of how effective your site is at achieving organic traffic, i.e. ‘free’ traffic that isn’t gained through sponsored ads. Department stores have an excellent opportunity to build links, as they can look to collaborate with influencers & publications and develop eye-catching PR campaigns across their full range of products - enabling them to work across fashion, gifting, homeware, beauty, and any other niches their products fit into!
A ‘good’ DA really comes down to how your competitors are performing, however, it’s generally considered average between 40 and 50, good between 50 and 60, and excellent above 60. The DA rating for this quarter ranged between 83 and 30, with Beales Department Stores reporting the lowest DA score. This UK department store received the fewest backlinks and backlinks from the fewest domains. Building relationships with websites that have a similar target audience is an effective way to receive backlinks and expand reach.
A strong organic performance is strategically important as it ensures your site ranks above competitors for core, transactional keywords. When 93% of your customers won’t go past the first page of Google, your absence or lack of targeting for essential keywords will cost you conversions. Luxury items and treats are likely to see falls in consumer interest due to the cost of living crisis. Department stores, therefore, will be seeing the impact of many consumers turning to cheaper alternatives, as opposed to opting for luxury shopping experiences.
Four of the department stores reported a decline in organic traffic on desktop, with House of Fraser seeing the biggest loss (-33%). Meanwhile, 7 brands saw a decline on mobile, with Liberty seeing the biggest decrease (-44%). Focusing on internal links, following a keyword strategy, improving web performance and speed, and more are some ways to increase organic traffic.
Google Universal Search Results are an evolving opportunity to make your pages visible on a SERP (Search Engine Results Page). Universal results often appear before traditional listings and are eye-catching for users. Universal search results refer to rankings on a SERP that are not the traditional ‘blue line’ Google link, and a retailer can appear for universal search results without being strong in standard rankings. For department stores with multiple branches, they'll potentially want to make use of 'local pack' results, while 'reviews' are a strong option for any retail store selling a variety of products. 'People also ask' and 'FAQ' appearances can also be useful, to capture traffic and interest from shoppers looking for specific lines and products.
John Lewis continues to report the highest Universal Search appearances (1,729,445), with the majority of these coming from ‘reviews’ and ‘images’. On the other hand, Beales Department Stores reported the fewest overall appearances (763) and should utilise ‘people also ask’ phrases into headings in articles to help increase its overall Universal Search appearances.
Longtail keywords are often considered high intent and potentially more likely to convert as a searcher is being more specific. Optimising for longtail keywords also puts your content strategy in a strong position to rank for new search terms as they enter Google’s index. Department stores have a near-infinite potential to rank for longtail keywords, as shoppers will be looking for specific items across their full product line. To maximise appearances, department stores should ensure on-page copy includes specifications such as sizing, colour, pattern, texture, and even delivery options.
Marks and Spencer secured the most longtail keyword appearances for position 3 (110,133), while John Lewis & Partners reported the most appearances for positions 4–10 (238,907).
With the number of Facebook users in the United Kingdom (UK) hitting over 44 million users in 2023, it is not surprising that companies have jumped at the opportunity to advertise on the social media platform. Facebook’s UK digital advertising revenue has been estimated to have breached 2.6b GB pounds in 2019. For UK department stores, Facebook ads are an opportunity to showcase their offerings to a new audience.
We’ve included an example of Debenhams’ sponsored posts. This UK department store should include images that are more visually striking and reduce text to a maximum of 3 lines.
When it comes to social media and on-site content strategies, it is important to release content that has a longer shelf life. An article is considered 'evergreen' if it has maintained its relevancy to an audience for a long period of time. It's great for your engagement, but great for Google too, who will recognise content which achieves traffic over a long period of time. As discussed, department stores have a wealth of product lines to draw upon for encouraging social sharing, with fashion, beauty, and homeware providing a particularly strong opportunity to create shareable social content.
Marks and Spencer has the largest Facebook page (5.8 million Likes) and the largest Instagram account (2.2 million followers). Upon closer inspection, this department store focuses more on reels than static images (reels receive double the reach of single-image posts).
About 20% of people in the UK have a disability – 2 million of which are people living with sight loss. In addition, 1 in 12 men and 1 in 200 women have some degree of colour vision deficiency. All customers are entitled to a convenient, luxury shopping experience, and department stores should take great care to ensure customers with vision deficiencies are not placed at a disadvantage when using their sites.
In our previous audit, Downtown reported 101 contrast errors, which it’s reduced to 21 this quarter. Beales Department Stores is now the one to watch, as it flagged 86 contrast errors. It’s important that brands work to reduce contrast errors to improve readability for those with a colour vision deficiency and to improve the web experience for users. Liberty reported 338 accessibility alerts, which it can reduce by assigning alt tags to images, using descriptive text for links, and more.
To get a copy of the full report, please complete the enquiry form. If you want to talk to us about accelerating your digital performance, please call us on 01543 410014 or schedule a call with Mike Movassaghi.
Photo by Eris Marasigan on Unsplash