2022 Omnichannel Leadership Report: Retail Audit Findings
Analysis of 250 luxury, premium, and lifestyle brands on digital engagement, omnichannel convenience, customer experience, and associate enablement post-pandemic.
This report audits 250 retail brands across website, mobile app, call center, and in-store experiences. It scores performance in four categories and benchmarks against consumer expectations from a survey of nearly 600 U.S. shoppers. Findings show stalled momentum after 2021 gains, with department stores and basic brands leading on most metrics while gaps remain in mobile checkout, endless aisle, and inventory visibility.
Department stores and big box retailers outperform specialty brands across all four research categories.
Basic and luxury brands lead overall; basic brands score highest in digital engagement and convenience.
Only 3% of brands offered self-checkout in 2021, rising in 2022 while contactless payments declined.
Top consumer expectations include curbside pickup, endless aisle, and cross-location inventory checks.
Brands consistently underdeliver on mobile checkout, mixed cart, and buy-online-pickup-in-store capabilities.
Market overview
Vendor landscape
Leaders
Implementation considerations
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