Case Study: Harrods reduces cart abandonment with Contentsquare

How advanced customer behavior data helped Harrods reduce cart abandonment by 8%

Harrods, the luxury department store, was focused on improving its digital shopping experience as traffic surged during lockdown. Using Contentsquare’s Experience Intelligence platform, the team needed a better way to identify customer friction, prioritize fixes, and understand why visitors were abandoning the checkout process.

Contentsquare helped Harrods pinpoint issues through frustration scoring, Session Replay, Error Analysis, and AI-powered insights, enabling the team to fix checkout form errors, speed up the Click & Collect delivery page, and address payment-page problems. The impact included an 8% reduction in cart abandonment, a 50% decrease in rage clicks, a 10% faster Click & Collect form completion time, and a 2% drop in form abandonment.

Harrods

Nick Clews

Digital Analytics Manager