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Bunnings wins, Woolworths, Kmart top 3

Hardware giant Bunnings has been crowned the nation’s top online retailer for 2020 with a surprising leap up the rankings.

Leading e-commerce platform Power Retail revealed its top 100 Australian online retailers on Thursday night, with Bunnings recognised for their agility and growth of traffic and sales during the COVID-19 pandemic.

The hardware chain was a major winner online from the virus, which propelled Bunnings ahead of the supermarket duopoly for the first time.

It’s click and collect service, and marketplace offering, surged enormously in 2020, as Bunnings picked up its game online when stores were closed and restrictions put in place due to lockdowns.

Woolworths, Kmart, Coles, Kogan, Catch, Target, Chemist Warehouse, Officeworks and JB-Hi-Fi rounded out the top 10.

The retailer’s performances were analysed across the four key dimensions of the consumer life cycle – acquisition, conversion, fulfilment and retention.

Power Retail managing director Grant Arnott said it was impressive to watch how brands adapted quickly to the high demand online due to the pandemic.

“Retailers that led the charge, including Bunnings, JB Hi Fi and Officeworks, did well because they learnt to diversify their networks and not just rely on one channel for success,” he said.

“Electrical, essentials and sports were the major upward movers in 2020, with Microsoft jumping 24 spots, and Rebel, BCF and Anaconda climbing into the top 25.

“COVID really flipped the board as some of the stronger fashion brands struggled with supply and sales, and so we have seen a major shake-up in this year’s list.”

He said while online shopping had been great for brands in helping them survive the pandemic, customer loyalty would now be the key.

The ranking system incorporated more than three million data points across 41 separate metrics to help identify where retailers were succeeding and where they could improve.

Some of the metrics included were search capabilities, shopper time on-site, accessibility, delivery options, payment options, pages viewed by session, site performance, ratio of mobile users, mobile app success, login capabilities and net promoter score.

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