Putting a number on 'experience'

We turn to QXscore to see a full view of how retailers are serving their shoppers.

The QXscore leaders are the world-class retailers piling up shopper visits and continuing to be the destinations of choice. Amazon, Target, and Walmart have earned a reputation for best in-class on-site experience and take the top three spots in this year’s Retail Benchmark.

Not all retailers are meeting the mark, though. The lowest-scoring QX scorers are leaking shoppers because of the obstacles and challenges they face during the journey.

Our analysis found a relationship between QXscore and likelihood of return visits.

With retention trading at an all-time high, and the digital experience providing an advantage to drive repeat visits, QXscore is a key indicator for retailers to impact. The study's analysis found that a single-point increase in QXscore can increase traffic by .42%.

The opportunity is significant when projected onto the top retailers, specifically those lower-performers. Across the lowest-performing retailers, drawing their QXscores level with the QX leaders can deliver an average traffic windfall of 4.4%.