IMRG Capgemini Quarterly Benchmarking

Q4 2018/19 (November 2018 to January 2019)

• The average percentage of units returned jumped up by 7 points from the previous quarter to 26%. The average return rate in online retail is slowly increasing across the months and years – in Q4 2014, the average rate was 16%

• The percentage of visits from smartphone and tablets reached a new peak of 74.3% in Q4

• Desktop checkout continues to be the star of the customer funnel, increasing to nearly 62% conversion for Q4

• The percentage of visits that view a product page hit an all-time high at 56% — a notable increase over Q4 2017, which posted 49.6%