Retail store associates keen to use tablets to offer better customer service


December 12, 2018 | By RetailME Bureau

Two-thirds, or 66%, of retail associates surveyed by Zebra Technologies Corporation believe that if they are equipped with tablets, they could provide better customer service and improve the shopping experience. Zebra undertook the survey as part of its 11th annual Global Shopper Study, which analyses attitudes, opinions and expectations of shoppers, retail associates and retail decision makers.

More than one-half of shoppers, 51%, believe they are better connected with their smartphones than store associates. Retailers are investing in edge technologies to combat this gap. Nearly 60% of retailers plan to increase their spend on handheld mobile computers by more than 6%, and more than one-in-five retailers, 21%, plan to spend greater than 10% on rugged tablets over the next three years.

Fifty-five percent of surveyed retail store associates agree that their company is understaffed, and nearly one-half, 49%, feel overworked. Store associates cite frustration with their inability to assist customers as 42% find they have little time to help shoppers because of pressure to get other tasks completed. Another 28% claim that it’s difficult to get information to help shoppers. Most surveyed retail decision makers, 83%, and store associates, 74%, concur that shoppers can have a better experience with technology-equipped sales associates.

Meanwhile, only 13% of surveyed shoppers completely trust retailers to protect their personal data, the lowest level of trust among 10 different industries. Seventy-three percent of surveyed shoppers prefer flexibility to control how their personal information is used.

“Our study reveals shopper expectations are on the rise. While retailers are addressing fulfilment challenges, they also need to provide a more trusted, personalised shopping experience that gives customers what they want, when, where and how they want it,” says Jeff Schmitz, senior vice president and chief marketing officer, Zebra Technologies.

The study also identified diverging expectations on the impact of automation between retailers and store associates. Nearly 80% of retail decision makers – compared to 49% of store associates – agree that staff checkout areas are becoming less necessary due to new technologies that can automate checkout. Also, more than one-half of retail decision makers, 52%, are converting point-of-sale space to self-checkout, and 62% are transforming it for online order pickup.

In the Middle East and Europe specifically, 74% of decision makers agree that increased e-commerce is driving more interest in fulfilment solutions and warehouse investments. More than three-quarters, 76%, of retail decision makers agree that accepting and/or managing returns of online orders is a significant challenge.

Comments

comments

Previous Article Next Article

SHARE

YOU MAY ALSO LIKE /


Lulu Group partners with Amazon expanding grocery offerings to online customers in the UAE

Abu Dhabi based grocery retail chain Lulu Group has partnered with Amazon 

Continue Reading

November 24, 2022 | By RetailME Bureau
Food Tech Valley partners with Tradeling to boost UAE’s food ecosystem

UAE-government-led initiative Food Tech Valley – announced in 2021 by His Highness 

Continue Reading

November 17, 2022 | By RetailME Bureau
Lulu Hypermarket to open in The Dubai Mall in 2023

Abu Dhabi-based supermarket chain Lulu Hypermarket is all set to open in 

Continue Reading

November 10, 2022 | By Rupkatha B
Beyond Meat’s Q3 2022 results “disappointing”

Plant-based meat brand Beyond Meat’s financial results for the third quarter of 

Continue Reading

November 10, 2022 | By RetailME Bureau
Barakat unveils new biodegradable packaging

UAE’s fresh produce brand Barakat has launched bio-degradable packaging across its entire 

Continue Reading

October 27, 2022 | By RetailME Bureau
Pure Harvest CEO Sky Kurtz

UAE-based agritech start-up Pure Harvest Smart Farms has signed a Memorandum of 

Continue Reading

October 27, 2022 | By RetailME Bureau
Carrefour signed up as anchor tenant for Midtown Project

Carrefour, owned and operated by Majid Al Futtaim – Retail in the 

Continue Reading

October 27, 2022 | By RetailME Bureau
Grandiose Supermarket announces country-wide expansion plans

Grandiose Supermarket, part of Ghassan Aboud Group, has announced expansion plan in 

Continue Reading

October 26, 2022 | By Rupkatha B
100 years of Valrhona

The Valrhona journey began 100 years ago with a cocoa bean. Since 

Continue Reading

October 24, 2022 | By Justina Eitzinger
On-demand grocery delivery in 15 mins

Deliveroo UAE has announced the expansion of its rapid grocery delivery service 

Continue Reading

October 24, 2022 | By RetailME Bureau
Mariam bint Mohammed Almheiri, Minister of Climate Change and Environment

The Ministry of Climate Change and Environment (MOCCAE) revealed that the UAE 

Continue Reading

October 17, 2022 | By RetailME Bureau

Abu Dhabi-based leading supermarket chain Lulu Group has appointed investment bankers Moelis 

Continue Reading

October 13, 2022 | By RetailME Bureau




f
Download Images RetailME Magazine