IMRG Capgemini Quarterly Benchmarking

Q2 2016/17 (May to July 2016)

  • The active customer retention rate reached a record high during Q2, a full 5 percentage points up on the same quarter last year
  • Following a slight dip in the m-retail penetration rate between Q4 2015 and Q1 2016, the average rose to 51.5% during the second quarter
  • Checkout abandonment rates fell across all devices
  • Click & collect reached a record high for multichannel retailers during Q2, accounting for 25% of online orders


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