Case Study: River Island achieves revenue and conversion uplifts with Coveo

How River Island uses social proof and urgency messaging to build customer confidence

River Island, a leading UK fast-fashion retailer, built a 30-person cross‑functional personalization program using Qubit/Coveo to create relevant omnichannel experiences. Facing rapid trend changes and high distraction/abandonment rates, the team needed ways to give shoppers confidence and overcome indecision.

They rolled out social‑proof and urgency features—trending badges on product pages, real‑time purchase messages on listing pages, selling‑fast warnings in the cart, and location‑based popular carousels—then refined them with ongoing segmentation. Results included measurable uplifts: 6.15% RPV from PDP badges, 1.5% RPV from PLP urgency, 5.6% RPV / 7.3% CVR / 9.8% CTR from cart warnings, and 1.1% RPV from the local carousel, with plans to expand personalization across channels.

River Island

Louise Griffiths

Digital Optimization Manager