• Pages
01 Cover
02 Summary
03 Methodology
04 Top 10
05 Key Takeaways
06 Customer Acquisition
07 Data Handling
08 Preference Centers
09 Welcome Sequence
10 Personalization
11 Abandoned carts and triggered campaigns
12 Overall email design
13 Brand storytelling
14 UX/Web site experience
15 Payment experience
16 Post-purchase experience
17 Retention
18 Sustainability
19 SMS
20 Chat and messaging
21 Global Scores
22 Regional Dive-in
23 EMEA Region spotlight
24 US Region spotlight
25 APAC Region spotlight
26 Index
27 Why Dotdigital?

REGIONAL DIVE-IN


UK

Overall score

0%

This year's scoring methodology narrowed the scoring gap between brands in the UK, meaning that the winners were less distinct than last year. The country saw a three-way tie in its overall score between The Ordinary/Deciem, Hunter Boots, and The Body Shop. Each scored 59%, exceeding the overall UK average of 44%. While their overall scores were the same, each excelled in a particular area.

Overall score by category

0%

Email Experience

0%

Customer Experience

0%

Cross-Channel Experience

EMAIL EXPERIENCE

WINNER

0%

The Ordinary/Deciem scored highest in the email experience category. It stood out thanks to its use of a non-discount-based newsletter signup prompt and its use of a clear and visible preference center in emails. The brand also scored highly on email content, combining dynamic content and compelling, engaging copy. Its triggered email campaigns also helped increase engagement.

CUSTOMER EXPERIENCE

JOINT WINNERS

0%

Hunter Boots tied with activewear retailer LNDR for the highest customer experience score. LNDR enticed consumers with product demonstration content including video, and also embraced mobile platforms with SMS options for customers. Hunter Boots built a robust end-to-end user experience that extended from its website through the checkout process and post-purchase customer care. It included a feedback sequence that helped maintain its relationship with customers while fostering a cycle of continuous improvement.

CROSS-CHANNEL EXPERIENCE

WINNER

0%

The Body Shop's focus on live chat and cross-platform ad retargeting won it the top score in the cross-channel experience category. It excelled at retargeting ads across social, search, and shopping channels.

%

of UK brands sent welcome emails

%

of UK brands offered alternative payment methods

%

of UK brands provided a live chat option

EMEA Spotlight
US Spotlight
APAC Spotlight
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