Tablets can help provide better customers service, say almost 66% of all Retail store associates.
The 11th annual Global Shopper Study, which analyses the attitudes, opinions, and expectations of shoppers, retail associates, and retail decision makers, had some interesting findings this year.
The results show that two-thirds (66 percent) of surveyed associates believe that if they are equipped with tablets, they could provide better customer service and improve the shopping experience. Some other findings are:
- 55 percent of surveyed retail store associates agree that they are understaffed
- 49 percent feel overworked
- 42 percent find they have little time to help shoppers because of pressure to get other tasks completed, and this is frustrating for them
- 28 percent claim that it’s difficult to get information to help shoppers
- 83% of retail decision makers and 74 percent store associates agree that shoppers can have a better experience with technology-equipped sales associates.
- From the shoppers’ perspective, only 13 percent of surveyed shoppers said they would trust retailers to protect their personal data
- 73% of surveyed shoppers would like more control over how their personal information is used.
- 80% of retail decision makers agree that new technologies that can automate checkout can make staff checkout areas redundant
- 49% of store associates feel automation can make manual checkout unnecessary
- 52% of retail decision makers are converting point-of-sale (POS) space to self-checkout
- 62% are transforming the POS for online order pickup.
- 51% of shoppers believe they are better connected with their smartphones than store associates and can get much more information from the phone.
- 60% of retailers plan to increase investment on handheld mobile computers by more than six percent in the Asia Pacific
- 21% retailers in the Asia Pacific plan to spend greater than 10 percent on rugged tablets over the next three years.
- 49% of retail associates in the Asia Pacific say that mobile point of sale (mPOS) devices add efficiency to their jobs
- 62% of retail associates would be happy if their employers provided them with mobile devices for work on the shop floor, in the Asia Pacific region
- 74% of decision-makers in Europe and the Middle East find e-commerce increase is driving more interest in fulfillment solutions and warehouse investments.
- In the region, 76% of retail decision makers agree that accepting and/or managing returns of online orders is a significant challenge.
- Meanwhile, in Latin America, 59% shoppers and 67% of store associates believe that shoppers are better connected to consumer information than store associates.
- Ninety-nine percent of retail IT decision-makers believe they need better inventory management tools to ensure accuracy.
- In North America, only 11% of shoppers completely trust retailers to protect their personal data
Nearly 70% of store associates reported that electronic shelf-labels would have a positive impact on the customer experience, and 54 percent of surveyed shoppers are likely to read them.