News • 14.11.2019

75 % of millennials abandon in-store purchases

Zebra study: out-of-stocks drive shoppers to online

Empty steel rack
Source: PantherMedia / Marko Beric

Zebra Technologies Corporation today revealed the results of its 12th annual Global Shopper Study, 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. 

Three-fourths (75 percent) of surveyed millennial shoppers and more than half (53 percent) of Gen X shoppers indicated they shopped in a store and left without a purchase only to end up buying the item online. The main culprit for retailers losing in-store purchases to online shopping is due to issues with inventory management, particularly out-of-stocks. Both shoppers and retail associates expressed dissatisfaction with the number of out-of-stocks as 43 percent of retail associates cited customer complaints about out-of-stocks as their biggest frustration and 39 percent of shoppers left a store without a purchase due to this problem.

Self-service checkout

Self-checkout technologies are also gaining traction in retail stores as 40 percent of shoppers reported using these solutions within the last six months and 86 percent stated comfort with the technology. Furthermore, most shoppers (58 percent) – especially millennials (70 percent) – agree that self-checkout provides an improved customer experience.

The majority of store associates (54 percent) also said staffed checkout areas are less necessary with new technology that automates the process. Nearly nine-in-ten retail executives (87 percent) believe self-checkout frees up store associates to better serve customers, and 81 percent reported they’re starting to see a return on their investment.

“Our study shows that while better services will help retain current shoppers and attract new ones, retailers need to make sure they have the basics right when it comes to product availability, ease of finding products, returns and exchanges,” said Anees Haidri, Director of Global Retail Market Strategy, Zebra Technologies.

The shopping experience is what matters

Providing a better customer experience will be crucial to keep shoppers coming back, but a significant disconnect exists between the expectations of retail executives and shoppers. In fact, 77 percent of retail executives believe customers are satisfied with the in-store experience while only 57 percent of shoppers reported feeling satisfied. The study also identified sizeable perception gaps when it comes to the returns and exchanges process between shopper satisfaction (59 percent) and executives’ perception of their satisfaction (80 percent). Investments in mobile solutions though have fostered agreement among executives (85 percent) and store associates (73 percent) that equipping associates with the latest technology provides a better experience. 

Retailers are also trying to improve the in-store experience through the use of robotics. Only seven percent of surveyed shoppers interacted with a robot in a retail environment in the last six months, but nearly three-quarters (72 percent) said they were comfortable with them while 32 percent of associates reported concerns about being replaced by one.

Two infographics with a percentage of figures being colored...
Source: Zebra Technologies

Key regional findings

Europe and the Middle East

  • Two-thirds (66 percent) of shoppers reported satisfaction with their ability to pay anywhere in the store.
  • Only 14 percent of shoppers completely trust retailers to protect their personal data.

Asia-Pacific

  • Almost half of surveyed shoppers (49 percent) reported a preference for purchasing online because of the ease of the returns process.
  • Fifty-three percent of shoppers are reliant upon using their mobile device/store app for in-store shopping.

Latin America

  • Seventy-one percent of shoppers said self-checkout provides them with a better shopping experience and 64 percent prefer using the technology to a staffed checkout lane.
  • More than eight-in-ten (83 percent) shoppers are interested in receiving a coupon or cash-back offer in exchange for waiting up to four days for delivery of an online purchase.

North America

  • Only six percent of shoppers said they completely trust retailers to protect their personal data, the lowest score of any region.
  • North American holiday shoppers expect to spend 58 percent of their holiday budget in physical stores.
Source: Zebra Technologies Corporation

related articles:

popular articles:

Thumbnail-Photo: Retailers say credit insurance plan could increase liquidity during...
15.07.2020   #retail #coronavirus

Retailers say credit insurance plan could increase liquidity during pandemic downturn

Backstop for trade credit insurance

The National Retail Federation welcomed a report released this week calling for a federal backstop for trade credit insurance, saying the proposal could help provide liquidity badly needed by retailers as they recover from the recession brought on ...

Thumbnail-Photo: WhatsApp Business: A direct line to customers...
29.05.2020   #customer satisfaction #customer relationship management

WhatsApp Business: A direct line to customers

About the installation, functions and advantages of the app

WhatsApp is a popular communication channel used by millions of people worldwide. Now small and medium-sized retailers or restaurants can use WhatsApp Business to quickly and easily engage and interact with their customers and build customer ...

Thumbnail-Photo: Cashier as british Vogue cover star
02.06.2020   #cashpoints #brick and mortar retail

Cashier as british Vogue cover star

Keyworkers chosen for front cover providing a special moment of thanks during pandemic

British Vogue is breaking with their usual cover stars - a space normally reserved for ‘A’ list celebrities and supermodels, and instead have devoted their iconic cover for the July 2020 issue to honouring key workers who have been ...

Thumbnail-Photo: Upturn for brick and mortar retail in city centres?...
17.07.2020   #brick and mortar retail #customer relationship management

Upturn for brick and mortar retail in city centres?

Economic development and city marketing about current measures

Bonn's inner city – like all other cities in Germany – is struggling with the consequences of the Corona lockdown. We asked directly on site what support there is from the economic development and city marketing departments. This ...

Thumbnail-Photo: COVID-19: Study reveals impact on hourly workforce...
04.05.2020   #online trading #e-commerce

COVID-19: Study reveals impact on hourly workforce

78 percent are worried about making ends meet during the pandemic and 47 percent have less than $1,000 in savings

Bluecrew, the staffing technology platform connecting job seekers with W-2 protected hourly work, released new survey results which indicate hourly workers are bearing the brunt of unemployment and uncertainty in the face of the COVID-19-fueled ...

Thumbnail-Photo: Coronavirus: digital commerce spend to fall by 14 percent in 2020...
28.04.2020   #online trading #e-commerce

Coronavirus: digital commerce spend to fall by 14 percent in 2020

Spend set to recover in 2021 as offline spend moves online

A new study from Juniper Research found that global spending on digital commerce will fall by 14 percent in 2020 as lockdowns and reductions in consumer spend are felt. Spending will fall from $11.2 trillion in 2019 to $9.7 trillion.The new ...

Thumbnail-Photo: German prestige beauty industry generates 3,2 billion € in sales for...
14.04.2020   #online trading #brick and mortar retail

German prestige beauty industry generates 3,2 billion € in sales for 2019

Sales are driven by skincare and fragrances

The sales of beauty products sold in the prestige beauty market generated 3,2 billion € in sales during 2019, according to The NPD Group. Within the five largest countries for sales of prestige beauty products in Europe, which are tracked by ...

Thumbnail-Photo: Coronavirus: most Americans now using face masks...
15.05.2020   #brick and mortar retail #coronavirus

Coronavirus: most Americans now using face masks

New nationwide survey from Fast

A new nationwide survey from Fast shows that the vast majority of Americans – 88 percent – are now using face masks, but 19% want to personally receive a COVID-19 vaccine before they feel safe shopping in stores again, while another 29 ...

Thumbnail-Photo: In-store farming: growing parsley inside the supermarket...
26.06.2020   #sustainability #in-store marketing

In-store farming: growing parsley inside the supermarket

Purchasing locally grown products

One aspect of globalization means that it’s possible for consumers to buy products from anywhere on Earth. That’s also why a head of lettuce may have traveled more miles from the place it was grown to the supermarket than some salad ...

Thumbnail-Photo: Running shoes in Portland
30.03.2020   #brick and mortar retail #omnichannel

Running shoes in Portland

Fleet Feet launches new retail concept shop

Fleet Feet has announced the debut of Fleet Feet Drop Shop, a new retail concept shopping experience in Portland, Ore. The first-of-its-kind retail concept for Fleet Feet combines the brand's 3D foot scanning technology and personalized ...

Supplier

POS TUNING Udo Voßhenrich GmbH & Co KG
POS TUNING Udo Voßhenrich GmbH & Co KG
Am Zubringer 8
32107 Bad Salzuflen