Zebra Technologies has released the results of its 13th annual Global Shopper Study, which finds that customers prefer contactless payment options.
The survey is billed as the industry’s only market tracker that analyzes the attitudinal behavior of shoppers, retail associates and retail executives and examines the retail and technology trends impacting shoppers’ purchasing behavior, both in-store and online.
Consumer and associate confidence can be increased when precautions or safety measures are put into place.
Currently, there is a sizable trust gap between retail decision-makers, shoppers and associates when it comes to health and safety.
While approximately 90% of decision-makers think shoppers and associates trust them to make health and safety a priority, only 65% of shoppers and 77% of associates agree.
The coronavirus pandemic would appear to be on the minds of shoppers and associates. Nearly two-thirds (67%) of shoppers are concerned with surface sanitation or social exposure in stores, and 59% of shoppers prefer stores with contactless payment options.
Seven-in-10 associates say social distancing/contact tracing apps would allow them to provide a better customer experience.
Retail decision-makers and store associates have seen a dramatic increase in the need for convenience and efficiency as the pandemic has catapulted shoppers’ usage and affinity for mobile ordering and smart-checkout solutions.
Mobile ordering — from smartphones and tablets — has experienced tremendous growth and been instrumental in helping maintain social distancing and adherence to local guidelines.
Seventy-two percent of shoppers used mobile ordering and 82% of those shoppers are highly likely to continue using it. Millennials (88%) and Gen X (79%) shoppers were the primary users of mobile ordering but nearly half of Boomers (47%) used it too, and 74% of them are likely to continue using it in the future.
Approximately half (47%) of surveyed shoppers have interacted with self-checkouts in the last six months and more than six-in-10 (63%) shoppers agree self-checkout solutions provide an improved customer experience.
While agreement is highest among Millennials at 73%, 66% of Gen X shoppers and 50% of Boomers have also realized an improved customer experience from self-checkout solutions in the last year.
Meanwhile, 86% of retail decision-makers and 71% of store associates agree self-checkouts improve the customer experience.
Almost 9-in-10 decision-makers and more than 7-in-10 associates believe self-checkouts freed employees up to do higher priority tasks and better serve customers while helping meet health and safety mandates and protocols.
The complete Zebra Global Shopper Study can be downloaded here.
This post premiered on our sister site, Security Sales & Integration.