Trends Report

Website Functionality Benchmark 2013: US Online Apparel Retailers

October 29th, 2013
Patti Freeman Evans, null
Patti Freeman Evans
MJ
Marcus Johnson
With contributor:
Rebecca Katz

Summary

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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