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For eBusiness & Channel Strategy Professionals

Website Functionality Benchmark 2013: US Online Apparel Retailers

October 29, 2013


  • By Patti Freeman Evans,
  • Marcus Johnson
  • with Rebecca Katz

Why Read This Report

The US online apparel retail market is highly competitive. To see whether top US online apparel retailers offer a best-in-class online retail experience, Forrester analyzed Abercrombie & Fitch, American Eagle Outfitters, Gap, J. Crew, and Urban Outfitters using its Website Functionality Benchmark methodology. The retailers reviewed for this report have clearly focused heavily on helping customers find and buy products on their websites; however, they lack some fundamental multichannel, community, and customer support features. This report gives an overview of these websites' merits and shortcomings across 69 criteria and recommends how US online apparel retailers can enrich their own sites.

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Table of Contents

  • Forrester's Website Functionality Benchmark Methodology
  • Apparel Retailers Make It Easy To Find And Pay For Online Products
  • Online Apparel Retailers Have Yet To Connect The Multichannel Dots
  • Expand Your Customers' Site Experience Beyond A Quick Checkout
  • Supplemental Material