General clothing retailers measure up better than specialist shoe retailers when it comes to selling footwear on the web, according to a mystery shopper survey by the Interactive Media in Retail Group (IMRG).

The survey found that Kays, Next and Marks & Spencer performed better than dedicated shoe firms like Clarks, Faith and Barratts.

Sites were rated according to content, usability, customer service and delivery, with Kays scoring maximum marks and being commended for its good selection, categorisation and customer service.

Researchers also commended M&S for having a site that was easy to navigate while Next was given a pat on the back for being of excellent value. However, IMRG said Faith lacked product detail and criticised Barratts and Clarks for not offering online ordering.

The study also found that 75 per cent of retailers surveyed replied to an enquiry within 24 hours but that eight per cent ignored it altogether and did not respond.


To view related research reports, please follow the links below:-

The UK eConsumer Profile - Volume 2: Online Purchasing Patterns

The European eConsumer Profile - Volume 2: Online Purchasing Patterns

Best Practice - Online Customer Service