About the Retail Personalization Index

What’s the Retail Personalization Index?

The world's most in-depth study on retail and ecommerce marketing

Sailthru’s annual research examines the customer journey — from browsing, to email subscription, to purchase, and beyond — for the most recognizable and the fastest-growing retailers. We evaluate a brand's capabilities across 97 unique customer experience attributes. Then, we survey actual consumers of the brands to find out which attributes they care about most and weigh the attributes accordingly. The result: a proprietary scoring model that combines our researchers’ real experiences with the brand + consumer sentiment into a numerical score out of 100 possible points.

Personalization is our business

We’re pioneers in personalization. The Sailthru team has been helping retail and media organizations create memorable experiences for more than a decade. It’s kind of our thing.

The Index by the numbers

  • Customers surveyed 5,000
  • Brands evaluated 260 +
  • Attributes analyzed 90 +
  • Industry categories covered 10 +

A new Index for a new world

This year, communications evolved for remote work and online purchases. We adapted our criteria and researched the changes for marketers moving forward.

Dive deeper into our methodology

We know — it’s a lot. Want to learn more about the methodology behind the research?

Sailthru + Liveclicker = what email dreams are made of

Sailthru’s powerful and personalized ESP (plus web and mobile chops) combined with Liveclicker’s real-time, moment-of-open personalization will create a customer experience you never thought possible.

Download the Retail Personalization Index

You’ve seen the highlights. Now, see the research insights as detailed by retail experts. Download this year’s Index for an in-depth look at the winners, their strategies, and how they approached a changing culture.

"Sailthru has proven to be a true partner in that they understand our business goals, opportunities, and challenges and enable us to personalize our cross-channel marketing communications seamlessly and efficiently."

Lindsay McGovern
Sr. Director CRM and Lifecycle

“Since partnering with Sailthru, we’ve seen significant gains across key performance indicators. Their product allows us to automate individualized messaging to customers based on predictive and on-site user behavior and we’ve been able to increase email-driven conversions year-over-year by nearly 56%. Sailthru’s advanced technology and helpful staff makes the process seamless.”

Eliza Sniatkowski
Digital Marketing Manager

“Sailthru has great capabilities. Their platform is flexible — great for both the non-technical marketer and for the larger email teams.”

Kate Gagon
Associate Director, Brand Marketing

The strategic partnership Sailthru provides has been invaluable to our team. The team stands out in two key ways: expertise and proactive approach. It’s what’s kept Shoedazzle and all of TechStyle Fashion Group’s brands working with Sailthru for 6 years strong.”

Bryan McNally
CRM Manager at ShoeDazzle

Find out why we’ve been the gold-standard in personalization for retailers for over a decade. Get a demo today.