J.C. Penney’s E-Commerce UX

This is a case study of J.C. Penney’s e-commerce user experience (UX) performance. It’s based on an exhaustive performance review of 863 design elements. 213 other sites have also been benchmarked for a complete picture of the e-commerce UX landscape.

J.C. Penney’s overall e-commerce UX performance is decent. On a positive note, J.C. Penney has good On-Site Search. This is, however, curtailed by broken Order Tracking & Returns and poor Customer Accounts performances.

First benchmarked in April 7, 2012, and reviewed 25 times since then, most recently December 18, 2022.

Performance: 43.0Decent


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Overall UX Performance

866 Guidelines · Performance:

Desktop Web

482 Guidelines · Performance:

Homepage & Category

54 Guidelines · Performance:

On-Site Search

47 Guidelines · Performance:

Product Lists & Filtering

90 Guidelines · Performance:

Product Page

96 Guidelines · Performance:

Cart & Checkout

130 Guidelines · Performance:

Customer Accounts

38 Guidelines · Performance:

Order Tracking & Returns

27 Guidelines · Performance:

Mobile Web

384 Guidelines · Performance:

To learn how we calculate our performance scores and read up on our evaluation criteria and scoring algorithm head over to our Methodology page.

The scatterplot you see above is the free version we make public to all our users. If you wish to dive deeper and learn about each guideline and even review your own site you’ll need to get premium access.

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