Store owners need to listen to staff to overcome PoS problems, and avoid missing out on millions of pounds in lost sales, according to a new Miura Systems report. The mPOS specialist commissioned Davies Hickman Partners to interview hundreds of store staff, shoppers and senior retail executives. It found that only 45 per cent of consumers believe it’s more fun to visit a store than shop online.

“The research clearly highlights the value of retailers listening more to their frontline staff, who’ve seen shoppers walk out of the store because of negative experiences at the till”, says Ian Rutland, CEO of Miura Systems. “Based on their estimates, UK retailers are each losing over £110,000 every year on average in lost sales as a result. Retailers can help minimise these losses by introducing the right technology to empower their staff, enable faster checkouts and create an overall more positive shopping experience for customers.”

Seventy two per cent of store staff interviewed claimed customers are more demanding than they used to be, even asking them questions when they’re serving another person. Twenty six per cent of shoppers said they wanted faster payment authorisation, whilst some 70 per cent of staff said shoppers are often on their phones while they are serving them.

Forty per cent of store staff noted that if there was one technology improvement they would make to their store, it would be a more up-to-date PoS system. Shoppers were in agreement, with 41 per cent claiming chip and PIN terminals are often worn and dirty while 33 per cent wanted more up-to-date machines. Of those consumers interviewed who had used mobile chip and PIN terminals in an Apple Store during the past two years, 90 per cent thought it was faster than using the till and 82 per cent believed other retailers should roll-out similar systems.

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