UK shoppers prefer tech over human interaction

51 per cent of UK shoppers would prefer a more autonomous and technology-enabled shopping experience in order to avoid store assistants, according to new research.

The study from K3, a supplier of integrated business systems to retailers and manufacturers, also found that 41 per cent of people would like to see more self-service tills introduced.

The research, which surveyed over 2000 UK shoppers, revealed that a further 16 per cent of consumers want the introduction of checkout-free stores like AmazonGo.

The coronavirus has accelerated the trend towards contactless store experiences, with one in ten shoppers saying they would totally avoid a retailer if they didn’t have self-service options.

13 per cent of shoppers said they want virtual shop assistants to guide them around stores, while 8 per cent of consumers surveyed said their first preference is for biometric tech like face scanning to unlock a more personalised shopping experience.

These customer demands are significant, with a third of respondents saying that they would stop using a retailer for not offering services they want to see in 2021.

For example, the report indicates that retailers could risk losing half of their customer base if they don’t show their environmental credentials.

“Retail is an industry constantly in flux. To be successful, retailers need to focus less on an uncertain future and more on meeting the needs of their customers in the now,” said Andy Howell, global marketing director, K3. “The research shows that shoppers are looking for convenience, digitised experiences and new services.”

Howell said that there is an underlying demand for smarter, more connected shopping experiences.

“A piecemeal approach will not solve the problem; retailers need to instead create a seamless and innovative shopping experience across all channels,” he warned. “This means bringing all the functionality of online to real-world retail; integrating loyalty, concierge, merchandising and payments into one mobile-based experience. This will also enable a data-driven approach that is key to understanding and meeting customer needs in the now.”

    Share Story:

Recent Stories

The Very Group
The Very Group transformed range and assortment planning using Board.

Watch the full video

Smarter merchandise planning across the retail value chain
In this webinar, Matt Hopkins, Head of Retail Solutions, Board, Catherine Tooke, SVP Product & Planning, Sweaty Betty, and Subir Gupta, Managing Principal, Thought Provoking Consulting join Retail Systems Editor Jonathan Easton to discuss the findings of the recent Retail Systems report The Merchandise Planning Challenge: How are retailers harnessing technology to optimise planning and retain customers? and examine the innovations that are improving retail planning.