Shop Direct profits boosted by mobile sales

6th Oct 2017

Retailer Shop Direct has revealed its fifth consecutive year of rising profits and sales, and has seen over half of sales come from smartphone devices.

The company behind Very.co.uk and Littlewoods.com recorded sales of £1.93 billion.

It said that 53% were made on smartphones and that sales from the MyVery app accounted for just under a third of mobile sales.

Alex Baldock, group CEO at Shop Direct, said: “Our long-term investments in digital, data, personalisation and Very are coming good. And our obsession with winning the ‘three-second audition’ on smartphones also continues to pay off. We’re delivering one of the most relevant shopping experiences on a 4.7-inch screen, with our five-star apps, digital marketing expertise and leadership in personalisation.

“Using personalisation, we’re striving to be the easiest and most inspiring place to shop. Artificial intelligence is already driving results for us and we’ll soon launch one of UK retail’s first AI-powered chatbots for customer service. 

“Longer-term, we believe AI will bring scale to personalisation so that digital retailers like us can be every bit as personal as stores. Very Assistant 2.0 will be another step closer to us democratising the personal shopper.”

According to the latest UK Customer Satisfaction Index, “In person” experiences still account for the majority of customer interactions at 54.1%, though this is slightly fewer interactions than a year ago. 

The ratio of customer interactions via websites, 32.2%, has meanwhile increased (by 1.6 percentage points). Customer satisfaction with the “website” channel however, at 85.8, is slightly lower than last year (by 0.2 points).

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