News

New study shows 69% of shoppers want self-service solutions

The study found that users are not impressed with digital deployments alone. They want in-store self-service solutions.

March 2, 2016

Shoppers today are not impressed by digital deployments alone, because they expect tools such as kiosks, digital signage, interactive displays and others to give them a self-directed shopping experience, according to a new report by InReality.

InReality conducted a Reality of Retail survey to discover some key information about customer's expectations and experiences with advertising and self-service. Some of the key findings include:

• 18 percent of customers discover products through traditional advertising;
• 69 percent of customers would be more likely to make in-store purchases if they had access to kiosks or interactive displays;
• 78 percent would be more willing to visit a store if they could use self-service to find a product or brand; and
• 75 percent of customers would be more likely to make a purchase if they had a self-service solution to compare products or prices.

By comparison, when customers have a bad experience with a store, brand or online store, the vast majority will not give them a second chance.

"Shoppers' new expectations of digital technology in-store is one of many shifts changing the role and function of brick-and-mortar stores," said Gary Lee, president and CEO of InReality. "To remain competitive, brands and retailers in brick-and-mortar will have to quickly become just as smart, data-driven and agile as they are online."

You can download the report here: http://www.inreality.com/resources/report/the-reality-of-retail-2016/.