You’re browsing the 2012 version of this benchmark database. Head here for the most recent version.
Note: You have full access to this benchmark database in your Baymard Pro account.

CVS’s Checkout UX

This is a usability benchmark of the checkout experience of CVS and 99 other sites. The overall performance of CVS is mediocre.

CVS's checkout is particularly thwarted by usability issues related to broken Focus and Data Input. That said, their checkout performs great within Flow.

Rank: #69 of 100

Usability Score: 310

URL: cvs.com

Reviewer: Christian Holst

Poor
Acceptable
Good

Overall Checkout UX Performance

63 Guidelines · Score: 310

Data Input

15 Guidelines · Score: -193.6

“Broken” Performance
Guideline #1: Violated High · Score: -62.0
Guideline #2: Violated High · Score: -46.5
Guideline #3: Violated Low · Score: -23.2
Guideline #4: Violated Low · Score: -23.2
Guideline #5: Adhered High · Score: 31.0
Guideline #6: Violated High · Score: -31.0
Guideline #7: Violated High · Score: -15.5
Guideline #8: Issue Resolved · Score: 23.2
Guideline #9: Violated High · Score: -23.2
Guideline #10: Violated High · Score: -23.2
Guideline #11: Violated High · Score: -15.5
Guideline #12: Adhered High · Score: 15.5
Guideline #13: Not Applicable · Score: 0.0
Guideline #14: Issue Resolved · Score: 15.5
Guideline #15: Violated High · Score: -15.5
Guideline content only available in Baymard Pro – Get Full Access

Copywriting

8 Guidelines · Score: 92.9

Guideline #16: Adhered High · Score: 62.0
Guideline #17: Adhered Low · Score: 23.2
Guideline #18: Issue Resolved · Score: 46.5
Guideline #19: Violated Low · Score: -19.4
Guideline #20: Violated Low · Score: -19.4
Guideline #21: Violated High · Score: -31.0
Guideline #22: Adhered High · Score: 15.5
Guideline #23: Adhered High · Score: 15.5
Guideline content only available in Baymard Pro – Get Full Access

Layout

15 Guidelines · Score: 108.4

Guideline #24: Violated Low · Score: -27.1
Guideline #25: Adhered Low · Score: 27.1
Guideline #26: Adhered High · Score: 54.2
Guideline #27: Adhered High · Score: 38.7
Guideline #28: Violated Low · Score: -19.4
Guideline #29: Issue Resolved · Score: 38.7
Guideline #30: Violated High · Score: -46.5
Guideline #31: Adhered Low · Score: 11.6
Guideline #32: Adhered Low · Score: 11.6
Guideline #33: Adhered Low · Score: 11.6
Guideline #34: Not Applicable · Score: 0.0
Guideline #35: Violated Low · Score: -7.7
Guideline #36: Violated High · Score: -15.5
Guideline #37: Issue Resolved · Score: 15.5
Guideline #38: Adhered High · Score: 15.5
Guideline content only available in Baymard Pro – Get Full Access

Navigation

8 Guidelines · Score: 131.7

“State of the Art” Performance
Guideline #39: Issue Resolved · Score: 46.5
Guideline #40: Adhered High · Score: 46.5
Guideline #41: Issue Resolved · Score: 46.5
Guideline #42: Not Applicable · Score: 0.0
Guideline #43: Violated High · Score: -31.0
Guideline #44: Adhered High · Score: 31.0
Guideline #45: Violated High · Score: -23.2
Guideline #46: Adhered High · Score: 15.5
Guideline content only available in Baymard Pro – Get Full Access

Flow

7 Guidelines · Score: 174.3

“State of the Art” Performance
Guideline #47: Adhered High · Score: 54.2
Guideline #48: Not Applicable · Score: 0.0
Guideline #49: Issue Resolved · Score: 54.2
Guideline #50: Adhered Low · Score: 19.4
Guideline #51: Violated Low · Score: -15.5
Guideline #52: Adhered High · Score: 31.0
Guideline #53: Issue Resolved · Score: 31.0
Guideline content only available in Baymard Pro – Get Full Access

Focus

10 Guidelines · Score: -3.9

“Broken” Performance
Guideline #54: Adhered High · Score: 62.0
Guideline #55: Violated High · Score: -62.0
Guideline #56: Violated High · Score: -38.7
Guideline #57: Violated High · Score: -38.7
Guideline #58: Violated Low · Score: -19.4
Guideline #59: Adhered High · Score: 38.7
Guideline #60: Issue Resolved · Score: 38.7
Guideline #61: Adhered High · Score: 31.0
Guideline #62: Not Applicable · Score: 0.0
Guideline #63: Violated High · Score: -15.5
Guideline content only available in Baymard Pro – Get Full Access

All 100 sites were benchmarked across the 63 guidelines from the E-Commerce Checkout usability study. During our evaluation, CVS’s checkout process adhered to 32 usability guidelines, violated 26, and scored neutral on 0 occasions, while a remaining 5 guidelines weren’t applicable.

See methodology to read up on the evaluation criteria and scoring algorithm.

To read each guideline and review your own sites, you’ll need to get full access.

Industry Comparison: Food & Drug

Overall CVS ranks 69 when comparing their checkout UX performance against the 99 other major US e-commerce sites in the benchmark, and ranks 5 in the Food & Drug industry.

Poor
Acceptable
Good

5. CVS

6. Peapod

7. Safeway

“Broken” Performance

1 More UX Case Study of CVS

We have also evaluated the usability of CVS in this other study:

Close overlay