Mass Merchant Fulfillment Performance Wavers Across Product Categories

September 17, 2014 / 0 Comments

specialty

Do shoppers have a better delivery experience ordering from ‘category-specific’ retailers than mass merchants? Think: L.L.Bean vs. Amazon for Apparel, HP vs. Costco for Electronics or Crate & Barrel vs. Sears for Home Furnishings.

We evaluated the fulfillment performance data of six mass merchants — Amazon, Costco, Kohl’s, Sears, Target, and Walmart — across three specific product categories: Apparel / Accessories, Electronics and Home Furnishings and compared performance to that of retailers specializing in that category.

The time frame for this study was May-July 2014, and the six mass merchants were:

  • Amazon
  • Costco
  • Kohl’s
  • Sears
  • Target
  • Walmart

The first three months of data tell an interesting story. Only two of the six outperformed the vertical across all three categories. That is, only two mass merchants — Costco and Sears — consistently delivered Electronics, Home Furnishings and Apparel faster on average than their category-specific counterparts.

When looking at consistency of performance, Costco nailed delivery across all three …

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